Visitor
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9 Messages
"Over the total number of lines" error message?
I have 10 lines, with two phones that are under payment plans. (We have a large family.). I am trying to upgrade my phone to the iPhone 17 Pro Max. I visited the Xfinity store near me yesterday, and there was some sort of error systemwide whereby they could not upgrade me. They told me to come back today. Same issue, please come back on Monday because they might be able to fix it in the background.
I just tried to upgrade online, and received this error message ""You’re over the total number of lines available to you. A line is needed for each device added to your plan. You’ll need to remove one or more devices from your cart to continue." This makes no sense because I am trying to replace a phone, not add a line.
Anyone else encountering this? Xfinity is not being helpful.
Jay_bear
Visitor
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9 Messages
25 days ago
For the record, I spent 1:45 on the phone today, being passed from Xfinity agent to Xfinity agent. Still no solution. I hung up after spending yet another 20 minutes on hold, allegedly waiting for a "supervisor". I am on the verge of saying hello to Visible.
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user_idjza1
Visitor
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1 Message
23 days ago
I have been dealing with this same issue for months, last week they told me it would be resolved and it could take up to 5 days, it’s been 8 days and still nothing has been resolved, they were supposed to call me back, and no one has called back, now they tell me it can take up to 10 days, we are reaching that time frame and still nothing. This is so frustrating, I’m about to leave Xfinity, this has been the worst experience I’ve ever ran into with any carrier. PLEASE FIX THIS ASAP, WE ARE PAYING CUSTOMERS, NO MORE STORIES AND LIES, FIX IT. [Edited: Inflammatory]
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Jay_bear
Visitor
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9 Messages
22 days ago
I called Xfinity over the weekend, after 90 minutes of nonproductive activity with four reps, I was finally promised that the issue had been escalated and I’d receive a phone call. Days later, no phone call.
I spent another hour on the phone with Xfinity today, and it was more circles and confusion. After the call, I realized two of my lines are watch lines. I canceled the watch lines (took another 30 minute phone call) and I was then able to complete the upgrade orders through my computer. There’s clearly something wrong with their system, but I’ll re add the watch lines once the upgrades are done.
Truly horrible service.
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ttr103
Visitor
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1 Message
1 day ago
Same here. Months and no resolution.
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user_jlnojh
Visitor
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1 Message
20 hours ago
I'm having the same issue, we have no payment plans in place & 5 phone lines, 1 watch with cellular. "Over the total number of lines" error message.
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