@user_wziguq Did you bring your phone from another carrier or purchase it from a 3rd party vendor or did you purchase a phone through us? There is a good chance the promotion you signed up for to avoid paying for a new device requires the device to be on a payment plan to receive the promotional credits. I would recommend reviewing the confirmation email with the order details to see if it is in the promotion details that the device has to be on a payment plan.
XfinityBradM
Official Employee
•
1.6K Messages
2 hours ago
@user_wziguq Did you bring your phone from another carrier or purchase it from a 3rd party vendor or did you purchase a phone through us? There is a good chance the promotion you signed up for to avoid paying for a new device requires the device to be on a payment plan to receive the promotional credits. I would recommend reviewing the confirmation email with the order details to see if it is in the promotion details that the device has to be on a payment plan.
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