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user_meugbg
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Visitor

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3 Messages

Thursday, August 6th, 2026 3:42 PM

Unable to add a line

Good afternoon, I am trying to add an additional line and finance a device but it states I am unable to do so. I have spoken with chat and phone support many times. I believe this may be because my credit was ran when frozen. It has since been unlocked but support states they cannot run it again..

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1 hour ago

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XfinityFrank

Official Employee

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2.5K Messages

3 hours ago

Hi there, @user_meugbg. Thanks for reaching out to us here on the Community Forum. Just to be sure, were the agents not able to run credit again at all since you first signed up? Also, are you still paying off a device currently as well?

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user_meugbg

Visitor

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3 Messages

The agents said they are unaware of being able to run the credit again and that it’s automatic. My account only has a BYOD. So no active payment plans.

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2 hours ago

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XfinityFrank

Official Employee

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2.5K Messages

Thanks for those additional details, @user_meugbg. Let's see if we can check into this a little deeper. 

Please send a direct message to us including your full name and complete street address.

 

 

Here's the detailed steps to direct message us:

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.

 

How to: Direct messaging within the forum

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2 hours ago

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user_meugbg

Visitor

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3 Messages

Thank you. I have send a message.

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1 hour ago

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