Visitor
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2 Messages
Unable to Upgrade on our 4 year old Xfinity Mobile Account - Executive Escalation
Xfinity Mobile team - we have chatted with Agents twice over our inability to upgrade phones or add lines to our 4 year old XM account with a perfect automatic payment record. We have 4 lines with 3 XM EIP iPhone 13s that have been fully paid off a long time ago after 24 monthly payments and one BYOD line. All lines are on the original $30 UNL Plan. The account holder's Experian score is over 800 as of Friday.
We logged in on Friday 9/12/25 to preorder 3 iPhone 17 Pros and trade in our 3 iPhone 13s and the upgrade eligibility screen says "Up to 0 lines on Device Payment Plans / Up to $0 on Device Payment plans / Down payments required on all lines." Trade in will only provide a non-DPP one time credit. Something is seriously wrong with our account data as we found moving the HSD service across 3 addresses in Seattle over 4 years to its current active location at [Edited: "Personal Information"] - a new home we own. In our latest reach out for help, we chatted with agent Ismael Pop on Friday and he was unable to help (see transcript).
Verizon Wireless will take our 4 lines back right now as we were customers for over 15 years. Please resolve this - We have tried self-service many times and agent help twice. Our next message is a CEO complaint with screen shots / chat transcripts and copies to social media. Please save yourselves some effort and keep a good multi-line customer who has paid you many thousands of dollars. signed [Edited: "Personal Information"] (account holder) and [Edited: "Personal Information"] (line holder and XM launch team alumni).
user_1955hn
Visitor
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2 Messages
25 days ago
An Agent is not going to be able to fix this - it is an account data problem - it needs escalation to IT support for Credit.
Look at the XM payment history on the same Visa card ending in [Edited: "Personal Information"] (Frank's) across 3 address moves on the same account, all in Seattle over 4 years:
from [Edited: "Personal Information"] (rental apt)
to [Edited: "Personal Information"] (rental house)
to [Edited: "Personal Information"] (owned house) which was new construction with a new Comcast service hookup required for HSD service as the original property was redeveloped as 3 homes
(edited)
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XfinityKei
Official Employee
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1.9K Messages
23 days ago
@user_1955hn Thanks for reaching out to our team for help with your Mobile account concerns. Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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