Visitor
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1 Message
Unable to upgrade, due to no existing Lines
I have 1 line, with 1 device, that is available to upgrade and been paid off for more than a year.
I login to my account, go to Devices, choose the only device on the account, which states is available for an upgrade, choose change or upgrade, then shop phones. Navigate to phone, choose upgrade, color, memory size and click yes for trade in, then continue. Then receive message, no existing lines, must add a new line. Page refreshes and now upgrade is greyed out and only new line is available.
XfinityAirelle
Official Employee
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3.1K Messages
22 hours ago
Hi there, thanks for laying all of that out, that definitely helps.
We know how frustrating that is, especially when the device is showing as eligible for an upgrade but then blocks you at checkout. What you’re running into is usually a system mismatch where the line isn’t being properly recognized as upgrade eligible during the ordering flow, even though it shows that way on the account page.
A few things we’d recommend trying first:
If it still redirects you to add a new line, that’s not expected behavior and we’d want to take a closer look at the account setup on our side to see what’s causing that mismatch.
You shouldn’t need to add a new line if your current one is eligible, so we’ll help get this figured out.
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