Credit Check - 0 Devices Eligible

I have been an Xfinity customer for years, and purchased multiple devices on payment plans.  Recently I went to upgrade a device, and Xfinity showed that I had 0 devices available for a payment plan.  I have not been given a clear answer as to why. Currently all of the mobile devices on our account are owned with completed payment plans.

Upon my own research I suspect that it was due to my credit being frozen at the three credit bureaus. Now that I am ready to thaw my credit for an inquiry - I cannot get Xfinity to run the credit again. What are my next steps? Should I just cancel Xfinty mobile and head to a new carrier?

Cheers!