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user_c0r60n
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Visitor

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4 Messages

10/03/2026 7:02 PM

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Device trade in payment plan

I am a new customer and got approved for 5 lines but got 0 in financing available for device payment plans despite having a very high credit score just trying to figure out how we can run soft credit check again and fix the issue but customer service has been horrible and not helpful. 

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19 hours ago

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XfinityRay

Official Employee

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4.4K Messages

19 hours ago

Thanks for spending some time with our team to see if the device payment plan (DPP) credit limit could be increased, @user_c0r60n . We are always glad to address your concerns. Have a nice rest of your day! 

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user_c0r60n

Visitor

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4 Messages

4 days ago

I am trying to establish a new Xfinity Mobile account with a trade-in. My external credit score is 811 and the system successfully approved me for 5 lines. However, the equipment financing limit (DPP) is incorrectly locked at $0.
Phone support told me I have to "wait 6 months" and submitted a ticket, but this is a known automated tiering glitch on an account with top-tier credit. I need this escalated to the Mobile Credit Operations teamfor a manual tier/DPP limit override so I can complete my device order. Please send me a secure Modmail/Direct Message link to provide my account info.

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XfinityDuron

Official Employee

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1.1K Messages

NO worries, I know how something like this could be a bit frustrated. I will be happy to look over this issue for you in hopes of getting it resolved. Is now good time?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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user_c0r60n

Visitor

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4 Messages

Yeah if you can figure it out that would be great. No one else in customer service seemed to be able to so we’ll probably just cancel if we can’t figure it out 

2 days ago

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XfinityEva

Official Employee

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2.7K Messages

Sure thing. There are a couple of things we can help with. We can submit a new request (which is with your credit check) or escalate this for review. To get started, can you please send us a direct message with your full name and service address? 

 

How to Send Us a Direct Message:


1.  Click "Sign In" if necessary.
2.  Click the "Direct Messaging" icon.
3.  Click the "Start new conversation" (pencil and paper) icon. 
4.  In the "To:" line, type "Xfinity Support".
5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6.  An "Xfinity Support" graphic will replace the "To:" line.
7.  Type your message in the text area near the bottom of the window.
8.  Press Enter to send it.

For an example of how to send us a Direct Message, check out this link

How to direct message within the forum

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

2 days ago

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user_c0r60n

Visitor

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4 Messages

Ok. I sent you guys a message 

2 days ago

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XfinityEva

Official Employee

 • 

2.7K Messages

Received, thank you! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

2 days ago

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