Visitor
•
2 Messages
Ineligible for device payment plan despite 800 credit score, years of on-time payments
I am recently trying to get a new phone plan via xfinity with a new phone and upgrade my wife's phone.
Unfortunately I keep receiving an error message that says I'm over the number of lines I can have on device payment plans, which is currently 0. I have a great credit score and have never missed xfinity payments so not sure what the deal is. I have already spoken to a representative by phone who couldn't' help me and someone at the xfinity store in person who didn't have many more answers.
My only speculation is that they tried a soft credit check while my credit was frozen and now my account is "locked" in this state. Any help would be appreciated, thanks!
XfinityMartyR
Official Employee
•
2.7K Messages
4 months ago
5
0
user_dp7kkh
Visitor
•
1 Message
1 month ago
I have the exact same issue as well! My credit is well over 800 and I cannot get proper financing for a new device. So I can’t take advantage of xfinity’s offers/deals. I’ve tried several months and spent hours on the phone to fix the issue. I’ve spoken with multiple agents - all have been willing to help and very nice - but none seem to understand the problem nor how financing the devices should work. They’ve said multiple times that my credit will improve the longer I am a customer but this does not seem to be true. Moreover, I’ve tried multiple times with them to lift my freeze and run a new credit check to no avail. More recently at xfinity’s direction, I contacted equifax directly who confirmed the freeze was lifted and my excellent credit rating. But Xfinity has no way to receive the credit report from equifax (and equifax won’t send the report directly to Xfinity - don’t let exhibit tell you otherwise!). This is a simple issue and there’s a simple solution; but xfinity’s administrative limitations (including restraints on their own agents) have frustrated the process. It’s really a shame because everyone loses!
2
0
gp1942
2 Messages
1 month ago
I’m having this issue too, so much for being approved even if your credit rating is less than stellar. I even have internet through them. 🙄
0
0
user_sq7gza
Visitor
•
1 Message
17 days ago
I am having this issue as well. Has there been a universal fix or solution discovered or implemented?
1
0
user_fjavui
Visitor
•
1 Message
16 days ago
I am having the same issue as well Xfinity told me at sign up wait 3 months and rerun credit and now at 6 months same issues. 0 lines available to add or upgrade. Oh and besides no payment plan upgrade can not get past 3 lines maximum!
1
0
user_8cdy2c
Visitor
•
1 Message
5 days ago
Same here, over 800 credit score, 12 years of onetime payments, and I want to add something to the account. I'd pay in full but then I don't get the $300 off offer. Xfinity Agent was very useless in trying to resolve. Is it that hard to put a message that says "if you have your credit frozen we can not perform a soft pull"??? The "soft" aspect makes it sound like they can do it even if your credit is frozen. Xfinity agent had no clue. I figured it out when I found this post, which I showed to him but he didn't know how to run another credit check and kept telling me I have more than 4 devices so that's why it's saying no (I don't, I have 1 device). AT&T has offers I can actually use!
1
0