Can't upgrade existing mobile phone

I cannot upgrade my mobile phone. I have tried online, in store, and by phone (twice). I have been told that I should be able to upgrade, but no can tell me why I can't. Please help.

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XfinityTony

Official Employee

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702 Messages

4 months ago

user_g0effu hello! Thank you for your post. Are you trying to upgrade an existing line with a new device with a Device Payment Plan, one-time payment, or BYOD?

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user_g0effu

2 Messages

@XfinityTony I am trying to upgrade an existing line with a new device. The system isn’t letting anyone process the order.

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4 months ago

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XfinityTony

Official Employee

•

702 Messages

user_g0effu Go ahead and send a DM to Xfinity Support with your name and address so we can get this figured out. See you there!

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

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4 months ago

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user_g0effu

Can't upgrade existing mobile phone

XfinityTony

user_g0effu

XfinityTony

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