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user_qcmcf9
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Monday, July 6th, 2026 3:06 PM

Bring your own mobile device almost impossible

Being denied any mobile promotion due to paying my cable bill late… when mobile payments are required to be on auto pay is unreal. I’ve been an Xfinity customer for 12 years and I’m struggling to replace a phone due to limited financing AND IEMI requirements for out of network phones. I can’t even buy an unlocked phone without risking it won’t work on the network and being out even more money. I’m very close to pulling my 3 phone lines and taking my business elsewhere. Everything I research says I need the number off the physical phone (so buying it first) to even know if it’s compatible. This is so stressful and such [Edited: "Profanity"] that loyal customers are stuck in this position of having to pay full price for phones thru Xfinity. 
 

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3 hours ago

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XfinityPaula

Official Employee

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2.2K Messages

3 hours ago

 

user_qcmcf9 Hi there! Thank you for being with Xfinity and having our Xfinity mobile services.
I'm terribly sorry that we have not been able to assist you with a device payment plan on the Xfinity mobile account. I understand where you are coming from where keeping your mobile account up to date with autopay should make you eligible for a payment plan, so you can take advantage of the excellent offers that we have. 
Unfortunately even with a good credit check a past due balance on the home services account will prevent our customer from being eligible for a device payment plan. The home services account will have to be in good standing for at least 6 months before the account will become eligible. I know it's not helpful since we do not have a path around this criteria, but if you are looking into purchasing a used device, there are retailers that offer certified preowned devices that are guaranteed to work, or they are returnable to the retailer. If this could be an option for you please check the retailer and their rules for eligibility with network providers and if they offer the guarantee that may be the best path until we can get things back on track with the accounts and your eligibility updated. 

 

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