Visitor
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3 Messages
Xfinity Mobile account does not recognize existing lines for device upgrades
I have six active Xfinity Mobile lines on a Premium Unlimited plan. For several weeks, whenever I attempt to upgrade or replace any device, both the Xfinity website and Xfinity app 't have any existing phone lines. Add a new line to continue with this device purchase.”
My account otherwise displays all six lines and devices correctly. The problem occurs with every line and on both the website and app.
This is preventing me from using the Upgrade Anytime benefit on my Premium Unlimited plan. Phone and chat support have not been able to resolve the issue.
I am requesting that this be escalated as an account provisioning/e-commerce issue so the device shopping system properly recognizes my existing mobile lines.
I have a screenshot of the error and can provide account information privately.
XfinityEricB
Official Employee
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3.6K Messages
7 hours ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to direct message within Forums https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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user_sz8e43
Contributor
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18 Messages
4 hours ago
Happening to me too and we have 4. It was doing this two days ago then was fine part of yesterday and this morning. Now it’s back to saying the error message. So aggravating.
(edited)
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