Device Payment Plan eligibility

I tried to upgrade my phone and am being told that I am not eligible for a Device Payment Plan. I have internet and 3 lines on mobile. Those 3 lines are all marked as Upgrade Eligible. What do I have to do upgrade my phone and the new phone be on a Device Payment Plan (DPP)?

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XfinityEmilyB

Official Employee

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3.1K Messages

1 hour ago

user_tyrdvy Welcome to our community forum! Thank you for reaching out so we can answer your questions about the Device Payment Plan. How long have you been an internet customer? When is the last time you upgraded your Xfinity Mobile phone?

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user_tyrdvy

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5 Messages

I've never upgraded my phone while being with Xfinity. I think I've been an internet customer since January.

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1 hour ago

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XfinityEmilyB

Official Employee

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3.1K Messages

user_tyrdvy I appreciate you clarifying that for me! Do you know if there's a credit freeze on your SSN? We cannot complete the required credit screening to qualify you for DPP if your credit profile is frozen or locked, which can result in a denial or an error message for financing, even if you have an excellent credit score

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1 hour ago

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user_tyrdvy

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5 Messages

yes, my credit is frozen. I can unfreeze it. After it is unfrozen, would I just proceed with my phone upgrade order or does xfinity need to run my credit before I proceed with that order?

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1 hour ago

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XfinityEmilyB

Official Employee

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3.1K Messages

user_tyrdvy Perfect, once it's unfrozen, please try to process the order online and let me know if you run into any questions! What kind of new phone are you interested in getting?

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.
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60 minutes ago

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user_tyrdvy

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5 Messages

It is saying that I'm over the limit of device payment plans (DPP). I do not have any DPP.

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30 minutes ago

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Customer Service

user_tyrdvy

Device Payment Plan eligibility

XfinityEmilyB

user_tyrdvy

XfinityEmilyB

user_tyrdvy

XfinityEmilyB

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