Upgrade phone

user_8xs2l7, Hi there! I understand you’re not trying to add another line and that your phones are already paid off. I am sorry to learn about this experience with the trouble upgrading. Since the line is showing as upgrade eligible but you’re receiving the “too many lines” message, let’s take a closer look and see what’s preventing the upgrade. 

would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message.