Visitor
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2 Messages
Xfinity mobile support
I REALLY HOPE AND PRAY SOMEONE CAN RESOLVE MY ONGOING ISSUE WITH TRYING TO UPGRADE/ADD DEVICES. I'm really over it.
I've been trying to upgrade phones on my Xfinity mobile account for months. I have 3 devices all paid off. I became a customer at the very beginning week and was able to upgrade as much as I liked with monthly payments
Now it's impossible to upgrade with monthly payments or even add a line with a new device and monthly payments. Xfinity had to dissolve my original account and open a new one due to major billing issues that they couldn't resolve and Xfinity ended up owing me $800+. I of course never received the credit as it was on the old account now 3 years later nobody can ever find it.... and the new account has been a constant nightmare with these devices. I ended up buying myself a new phone directly from Samsung. I'm trying to upgrade my daughters phone which has been paid off and was done so early. And I'm trying to add a 4th line with a new phone BUT surprise it'll cost $2500+ upfront to do so.
This is not what I signed up for or agreed to with this service. Mobile was marketed as no stress easy upgrades with low monthly payments. I've never not paid my bill or a device I'm a great customer. Nobody can help in the store, via phone, chat etc. I keep being told tier 2 is trying to fix the issue for you but never get any further response. Today I was told to give it 30 days and try again. (I've been told this for over 400 days) it never changes.
In 30 days you will be losing not only my 3 lines of mobile service but my 2 home cable and internet services plus by business account. This is ridiculous and someone knows what the problem is and how to fix it and I'm hoping they are currently reading this!!!
XfinityDena
Official Employee
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3.2K Messages
3 years ago
I am sorry about your frustration. Please reach out to our Xfinity Mobile Department by calling 888-936-4968 as our dedicated Xfinity Mobile team have all the tools to assist you with your questions!
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rightfooted
Expert
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1.4K Messages
3 years ago
Only phones that aren't paid off can be upgraded.
Phones that are paid off can just be replaced by buying a new one. Some old phones can be traded in.
The number of lines allowed per customer is based on a credit check or customer history.
https://www.xfinity.com/mobile/support/article/how-to-upgrade-replace-device
https://www.xfinity.com/mobile/support/article/trade-in-old-phone
https://www.xfinity.com/mobile/support/article/how-to-add-a-line
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user_8793ff
Visitor
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1 Message
3 years ago
We just left an Xfinity store stating that we are unable to upgrade as well. Our phone had 50.21 left on it, and the gentleman had us pay that so we could upgrade. Then he went to add the new phone and then stated it was unable to add. He first told us that it was too many devices, then stated we may have been late on our cable bill, and now that they bundle, it effects the mobile plan. I’m so confused because we have never had this issue at all. From what I’m understanding, it is better to go with a company like cricket because that is what this is at this point, but better coverage (at least in my area) and cheaper. This is happening to way too many people because two other people were in the store, and this happened to them.
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rightfooted
Expert
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1.4K Messages
3 years ago
@user_8793ff
I wonder if he didn't try to add the phone correctly. As I posted above, a phone that's paid for can't be upgraded. You should have just bought the new one to replace the old one you paid for, and activated it to the already existing line.
https://www.xfinity.com/mobile/support/article/how-to-upgrade-replace-device
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