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user_fjhahy
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Thursday, January 15th, 2026 6:55 PM

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!

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Updated 

4 hours ago

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XfinityEva

Official Employee

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2.2K Messages

4 hours ago

Hey @user_fjhahy thank you for reaching out. If you are still in need of assistance we can help out here. The recent credit activity may have been the reason for the change in device payment plan limit changes and we can submit that inquiry for you here. Please send us a direct message with your full name and service address to get started. 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

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