Upgrade nightmare

Just want to share my Xfinity Mobile nightmare—and maybe warn others who are thinking about upgrading their device.  

I tried to upgrade to an iPhone 17 Pro and it’s turned into a mess. Not only do I still not have the phone, but my phone number was also cancelled for over an hour today, leaving me totally without service. To make matters worse, I was waiting on two very important calls from my doctor that I could have missed because of this.  

During this outage, I was passed between two different chat support reps, neither of whom could actually fix anything. When my number finally got restored, I checked my account and saw it now lists my phone number as being tied to an “iPhone 17 Pro”—except I’m still stuck with my old iPhone 13 Pro. I reached out to support (again) and was guaranteed it would be sorted out and corrected within an hour. It’s been two hours, and nothing’s changed.  

To top it all off, the system won’t even let me upgrade now because it thinks I already have the 17 Pro, so my account isn’t eligible for another upgrade. I’ve never had a customer service experience this bad—between the lack of communication, broken promises, and tech issues, I really don’t know what to do next except change carriers.  

At this point, here’s what I expect from Xfinity:  
- Immediate correction of my account to reflect my actual device and restore upgrade eligibility.  
- A guaranteed path to complete my iPhone 17 Pro upgrade without further delays or errors.  
- My original promotion offer from 9/30 must be honored as promised by several agents.  
- A formal apology for the service disruption and lack of transparency.  
- Consideration of a credit or bill adjustment for the inconvenience and time lost.