“Over the total number of lines" error message?

I have been trying for months to upgrade my phones which I brought to Xfinity from Verizon paid in full. Initial representative told me it would be best to port numbers prior to upgrade but since then I have been hit with the same error message repeatedly. I have no lines on a payment plan yet it will not let me check out due to recurring error message that I am over the number of set lines on a payment plan. Please advise and assist with this issue as no one via chat or phone can resolve this.

Thanks!

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XfinityLinda

Official Employee

•

2.4K Messages

19 days ago

Thank you for meeting us here in our community, @user_jdkdnp, about upgrading your phones. We're sorry for the inconvenience, but happy to help. Please send us a Direct Message with your full name and complete service address. We look forward to hearing from you.

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• 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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XfinityJeffB

Official Employee

•

299 Messages

18 days ago

user_jdkdnp, thank you for allowing us to work with you. Our Xfinity Forums community is a great place to discover helpful insights and answers to your Xfinity related questions. You can also easily manage your account, troubleshoot issues, and access support through the Xfinity App. We truly appreciate your continued support, wishing you a wonderful rest of your day! Please let us know if anything comes up. We are here for you!

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user_jx9i62

Visitor

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1 Message

3 days ago

I am having the same issue. Attempted to upgrade phone - 6 lines on account; 0 phones on payment plan. Added phone to shopping cart "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." Not sure how this is possible when 1) I have avaliable lines on my account 2) I'm not adding a line 3) $0.00 yet to be paid off 4) Device payment plan funds available. I'm just upgrading an eligible device.

I attempted to follow steps for "sending a direct message" as listed above

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

However there is no "direct message" icon located on any of the Xfinity pages. Please elaborate on where this mystery icon is actually located.

1

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XfinityKei

Official Employee

•

2.3K Messages

@user_jx9i62 You've come to the right place for help. I'm sorry to hear you're having an issue with upgrading your device. We try to keep as much information public as possible to help others with the same situation. I have some questions to ask to help resolve your concerns. You may be eligible to buy phones, tablets, and smartwatches based on your credit screening and/or your payment history as an Xfinity customer. Each customers has a certain number of eligible lines with a total DPP dollar limit and as you make payments it's replenished so you can add more lines to the account. How long ago were the last devices paid off? Are you seeing a message that you're eligible to upgrade or are you initiating the upgrade yourself? Are you having an issue attempting to buy the device in full or a use a device payment plan? As a friendly reminder you must be invited to a direct message. I have those guidelines for you https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c

(edited)

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user_jdkdnp

“Over the total number of lines" error message?

XfinityLinda

XfinityJeffB

user_jx9i62

XfinityKei

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