Visitor
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1 Message
Elite upgrade
My phone is paid in full and it says I’m eligible for upgrade but every time I get to shopping cart it won’t let me continue. The whole reason I signed up for the premium mobile plan was for the elite upgrade. I have Xfinity internet,xifinity home security and, xifinity mobile . Why lie and say I’m eligible for upgrade but won’t let me actually upgrade this makes no sense.
XfinityPaula
Official Employee
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1.9K Messages
17 days ago
Good morning Fireupthegas! Thank you so much for being an awesome customer with Xfinity and for taking advantage of our services. Like you, I have our home internet, security, and mobile, but I also enjoy our cable services. While streaming is a great option with my services and the Xfinity stream app, I'm able to enjoy the best of both worlds!
I'm sorry that the system is failing in allowing you to complete the order for the upgrade. I love this program, so I don't want it to cause anyone trouble with creating the order to upgrade when eligible. I would love to look into this for us and help ensure you receive the upgrade.
Can you please send us a direct message with your name and service address? I will dig into this for us and make sure that we have the account corrected so that you can complete the upgrade.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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