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!

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XfinityMartyR

Official Employee

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2.5K Messages

1 month ago

user_jpyl4h Thank you for reaching out to us over our Xfinity Community Forums. If your credit is frozen Xfinity Mobile cannot evaluate eligibility for a Device Payment Plan (DPP) until the freeze has been lifted. Once the status is confirmed as lifted, the Xfinity Mobile Team will have to remove the previous credit inquiry before a new credit check can be processed.

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user_5wbnjb

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I just found this answer, explains what I thought might be the case. I am having the issue the original poster is/was having as well. My credit was frozen to prevent fraud. Now that it's unfrozen, how to I get a the previous inquiry to be removed by the Xfinity Mobile Team and a new credit check be processed? I've called and tried chats multiple times and the last time, yesterday, I thought this might have been the case and was trying to communicate to tell them to run another credit check but it seems like they weren't understanding. I asked them to escalate and they said I'd receive an email but no email. Is there something specific in Xfinity code/words that tells them what I need for this case? Your help is greatly appreciated!

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11 days ago

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XfinityEmilyB

Official Employee

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2.3K Messages

user_5wbnjb Welcome to our community forum! Thank you for reaching out so we can help you set up your Xfinity Mobile service! Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.

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9 days ago

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user_jpyl4h

Ineligible for device payment plan despite 800 credit score, years of on-time payments

XfinityMartyR

user_5wbnjb

XfinityEmilyB

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