DPP issue

@XfinityBenny​ 

You didn’t answer my question….and again I’m not that stupid. I understand how the DPP works.

@user_kuz31o 

Yes, the Elite Upgrade for customers on a Device Payment Plan (DPP) resets the DPP limit by wiping the remaining balance on the current device when they trade it in for a new one.  But you also may need to do a credit check to have your limit increased. So the best way to do that process of the credit check is to reach out to the Xfinity mobile agent via https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant Or even with the store agent

The phone that was looking to upgrade to was less than what my max limit is on the DPP. The agent at the store tried to tell me that it wasn’t and I couldn’t upgrade.

My apologies for the misunderstanding about that component, @user_kuz31o. This is definitely not the type of experience we want our customers to have. I would love to help turn this around for you

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.