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user_6h36ui
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10/21/2026 6:14 PM

Ineligible for device payment plan

My wife and I recently signed up for home internet and 3 mobile lines to switch from AT&T. We also wanted to purchase new phones and trade in our old ones. When they ran our credit, it was locked, and they told us to unlock it and submit a ticket. After doing so about three days later we are told we are eligible for zero credit despite us having a credit of 760 and 730. We called the credit bureaus and were told Xfinity never pulled our credit. We’ve called back and forth and kept getting different answers. What is the issue?

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2 hours ago

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XfinityMarcus

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2.5K Messages

2 hours ago

Thank you for using the Xfinity Community Forums page to reach out today. Let's see what we can do to clear up this issue with your device payment limit options.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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