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user_mgeh3q
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2 Messages

Monday, March 9th, 2026 3:23 AM

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Elite Upgrade Issue

I'm having an issue on one of my lines on my Mobile Account to do an Elite Upgrade on a Premium Unlimited line. Every time I add the device (checking "upgrade existing line" and the necessary information for Elite Upgrade) to the checkout cart the monthly credit disappears and it seems an early upgrade fee of $70 is being randomly added to the total but not in the breakdown. I have tried with other devices and same issue. My other line I have had no issues upgrading on Premium Unlimited. I even went into an Xfinity store and same issue came up without an employee who could help get around this issue. Multiple times I have been on Customer Support Chat and have received no help on the matter. Please advise how this can be resolved. Thank you. 

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57 minutes ago

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XfinityFrank

Official Employee

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2.2K Messages

2 months ago

Hi there, @user_mgeh3q! Thanks for reaching out to us here on the Community Forum. Sorry to hear you're having trouble with the Elite Upgrade program. With the premium unlimited line in question, to be sure, you have not upgraded twice already in the past 12 months, it has been more than 60 days since the last upgrade, and the device is on a payment plan, correct?

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user_mgeh3q

Visitor

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2 Messages

That is correct. I have not upgraded this line yet, and have been on Premium Unlimited plan since December. And currently paying monthly for the device. It's almost as if it's not registering in the system as a Premium Unlimited line with the upgrade. 🤷🏼‍♀️

(edited)

2 months ago

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XfinityFrank

Official Employee

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2.2K Messages

Thank you for confirming, @user_mgeh3q. Let's see if we can figure this out. Please send a direct message to us by clicking the 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. Please include your full name and complete street address.

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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2 months ago

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XfinityJeffB

Official Employee

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330 Messages

57 minutes ago

Our Xfinity Forums community is a great place to discover helpful insights and answers to your Xfinity related questions. You can also easily manage your account, troubleshoot issues, and access support through the Xfinity App. We truly appreciate your continued support, wishing you a wonderful rest of your day! Please let us know if anything comes up. We are here for you!

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