PHONE UPGRADE NEVER WORKS

I have paid off both phones on my account for years now and it tells me the same thing that i have TOO MANY DEVICES ON PAYMENT PLAN, why are you telling us we have upgrades only to deny them and then not help? I have tried so many times and i am sure others have been through this as well.. it tells us HAVE TO PAY IN FULL no matter what and the whole over lines for dpp. if this can finally get resolved it would be nice after 8 years or more..

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XfinityMatthew

Official Employee

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1.1K Messages

3 months ago

user_dcb995 The eligibility is determined by the soft credit check on the account when requesting new devices. But usually the eligibility opens up to a bigger spending limit with good payment history. Please send us a direct message with your full name and service address and we can check what is showing on the account and reach out to mobile support if necessary.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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user_ahlknr

Visitor

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1 Message

20 days ago

Yea xfinity plan may be cheaper than others but its such [Edited: Language] when you want to upgrade, even if you have paid off your phones, they go around the bush and never clear straight answer. In May my phone stopped working so we went in the xfinity store from the new city we moved into that month. They couldnt figure out why i coulfnt upgarde and had no balamce when phone was paid off , we went 5 times and created 5 different tickets for customer service to solve. After a few months of trying someone in customer servicde said it was because we moved and the credit we had didnt move with us when we moved. So then they said wait 6 months and show 6months of wifi on time payments then you should be able to upgrade. We tried again now 6 months later and same [Edited: Language]. im so done with xfinity .

(edited)

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XfinityThomasC

Official Employee

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3K Messages

Hello, @user_ahlknr Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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19 days ago

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user_dcb995

PHONE UPGRADE NEVER WORKS

XfinityMatthew

user_ahlknr

XfinityThomasC

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