ehb1's profile

Frequent Visitor

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12 Messages

Monday, May 12th, 2025 2:08 AM

Device Upgrade

I will start by saying that the only reason I have 2 mobile lines is because a while back when I decided to drop cable and only have internet, I was told by the agent that I could save a good deal of money if I added an additional mobile line.  Made zero sense to me because how is adding an additional mobile line and sending me a phone going to save money but, sure, whatever.  


Fast forward, I would like to allow my son to use this 2nd line.  They sent me some Motorola phone when they convinced me to have the 2nd line for this "cost savings".  I would like to upgrade that to an iPhone 14.  I tried to do that today, and it shows the cost would be 9.58 a month.  Cool.  Until I choose that I want to upgrade the line with the Motorola, then the cost goes up to $24 a month for the device.  

I tried a chat and basically was told too bad.  Your Motorola is not trade in worthy so you have to pay the full price.  So really, I'm not "upgrading", I'm more or less just buying a new phone.  Just say that and don't act like it's going to be a deal, because it really isn't.  For $9.58 I absolutely would do it AND up that line from a 1GB line to an unlimited line.  For close to $26 a month, no thanks.  I am pretty frustrated, as I usually am when I deal with anything Xfinity related.

Official Employee

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1.7K Messages

10 days ago

Thank you for reaching out here @ehb1. I would be happy to check on any upgrade options for that service from here. Could you send me a direct message with the full name and complete address for your service?

Frequent Visitor

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12 Messages

@XfinityJohnG​ Thank you!  Can you tell me how to send a direct message?  I am not seeing your username listed when I attempt to compose a message.

Official Employee

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1.7K Messages

Of course, @ehb1! Sorry about that. You're in great hands with our team :) We'll do everything we can to help review your options, facilitating communication with our Xfinity Mobile team if/when necessary.

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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