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user_zql3gk
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Visitor

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2 Messages

Saturday, September 13th, 2025

iPhone Upgrade/Chat Transcripts

Can someone please direct message me regarding this. One agent told me I could upgrade and get the $1100 credit and keep my existing phone number. She reassured me three times this was the deal. She ordered the new phone on my behald. I went to upgrade the second one and a different agent said its not possible and that my previous order would need cancelled bc i wont get the credit. I spent over 3.5 hours on chat between these people. I want this resolved ASAP. I also want the chat transcript of the first agent reassuring me that I could get an upgrade and credits.

This is absolutley absurd.

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XfinityQuemekia

Official Employee

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521 Messages

11 hours ago

Hi there @user_zql3gk, thanks for reaching out, we sincerely apologize for the frustration and inconvenience caused by this conflicting information. We understand how important it is to get accurate information, and we want to help you resolve this as quickly as possible. To confirm, was the credit mentioned for a trade in promotion?

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user_zql3gk

Visitor

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2 Messages

@XfinityQuemekia​ 

hi, yes that is correct. I am trying to upgrade my iPhone 15 pro to the iPhone 17 pro. I spoke with an agent who placed the order on my behalf. 

When I inquired earlier to upgrade just the 15 Pro, the customer support rep I talked to said that in order to get the $1100 credit, they would need to start a new line for me, I could then call xfinity service and have my old number moved to that line, and send my old phone back in and then I could cancel the old line. She placed the order on my behalf.

I started a new live chat hours later, to do the same by upgrading the other phone on my account (iPhone 13 pro max) to the 17 pro max. This other rep said this cannot be done, and the order previously placed was not eligible for the promo credits (despite your employee placing the order for me and reassuring me several times that I will get the credits.)

I then spoke to a third rep, who told me something different than the other two reps. 3 people, 3 completely different answers from your team.

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20 minutes ago

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XfinityJoe

Official Employee

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977 Messages

We will do everything we can to assist and want to make sure you get some clarity on this @user_zql3gk we can get a ticket open with the Xfinity Mobile Resolutions team.

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic replaces the "To:" line.

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3kYXwkR for an example

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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