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fallever
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Friday, September 19th, 2025

Unable to resolve iPhone 17 Pro promotion with chat agent - online pre-order does not work

This message is about "Add a line or upgrade an existing device and save up to $1100 when you choose Premium Unlimited and trade in your phone." offer.

I have a Xfinity mobile line currently under "Premium Unlimited" plan, and I am trying to upgrade the phone from "iPhone 14, (PRODUCT)RED, 128GB Paid in full" to "Apple iPhone 17 Pro 256GB, Cosmic Orange".
However, I am not able to get "Get $1,100 via monthly credit instead" online, the only way to reach that credit is "Add a new line" which also cost the same as my existing Premium Unlimited plan, but I do not need a new number and want to upgrade existing phone line instead.

Could someone help in that situation? The online chat agents keeping selling me "other deals" which I do not want.

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7 days ago

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XfinityRichard

Official Employee

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2.5K Messages

18 days ago

Hi there, @fallever I'm very sorry for the trouble you are experiencing trying to pre-order the new i-Phone. Are you still experiencing the same issue with pre-ordering your phone?-Richard

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fallever

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8 Messages

Yes the same problem persists. I even went to Xfinity store this morning and still experiencing the same issue. Can I get in touch with North American support?

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18 days ago

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XfinityRichard

Official Employee

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2.5K Messages

Thank you, @fallever  You reached the right department. I'm very sorry for the trouble you are experiencing with trying to preorder the new iPhone. I can get this escalated for you. Can you please send me a DM with your first and last name along with your full service address so that I can assist you further?-Richard 

 

Please send a private message by clicking the direct messaging 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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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18 days ago

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fallever

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Thanks! Sent once on Thursday 09/18 and followed up again today with name and address. Waiting for responses.

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18 days ago

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XfinityRichard

Official Employee

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2.5K Messages

Thank you so much for your information. Lets get your account pulled up so I can assist you further. Before, I can do that for account security I would need to send a verification code to either the text number or email address on file that is only valid for 15 minutes. Which method would work best for you?-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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18 days ago

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fallever

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Sorry Richard I just saw this message, would it be possible to do this together tomorrow (Sunday) morning, or whenever is mutually convenient for you?

I can be reached by direct message, and wonder would it be okay to direct message you?

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18 days ago

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user_9q0iub

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17 days ago

I am also facing the same issue since Xfinity launched pre-order for iPhone 17 Pro with iPhone14 Pro Max trade-in. Only $292 one time credit was being applied instead of $1100 24 months credit.

i tried to place the order online but it didn’t work, then I reached out to Xfinity live chat agent but they couldn’t place the order and asked me to call mobile customer support.

i did call them as well, they tried to place the order but failed and asked me to visit local store.In local store(Woodbridge,NJ) I had to wait for about  1 hr 10 mints before I was served and then the agent faced same issue.

instead of fixing or telling me the root cause

, he and his manager rudely asked me to try after Oct 1st.Please note- i have a premium unlimited plan and completed two billing cycles to qualify the promotions 

(edited)

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fallever

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8 Messages

@user_9q0iub​ Similar issue here and the order is always stuck at "Add to Cart" step with error message "Sorry, looks like we are having technical difficulties"

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16 days ago

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user_9efy54

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@user_9q0iub​ 

You may need to confirm that you have upgrades available.  I had the same issue and then  they had to run my credit again to confirm I’m eligible for line upgrade. it was a soft hit so no biggie.  But that was the major issue for me, so check that out. 

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10 days ago

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user_m51lqg

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Same here sounds like a class action

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9 days ago

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XfinityDilary

Official Employee

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2.7K Messages

 

Thanks for your comment, user_m51lqg. I'm sorry to hear you're experiencing a similar issue. We'd like to help! Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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7 days ago

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