Visitor
•
2 Messages
Xfinity Mobile DPP Credit Escalation unresolved since February
This is an unresolved DPP/device-financing eligibility issue, not a standard upgrade question. A DPP Credit Escalation was already submitted on February 27, 2026 and we never received a response.
We have been unable to use our Xfinity Mobile upgrade benefit because our phones show as eligible for Premium Unlimited/Elite Upgrade, but checkout shows 0 eligible DPP lines and $0 device-financing eligibility.
A DPP Credit Escalations Intake Form was already submitted on February 27, 2026, but we never received a response or resolution, and the problem is still happening more than six months later.
Xfinity representatives have also encountered the same issue when attempting the upgrade for us. I need help locating the previous DPP escalation and getting this reviewed by the appropriate Mobile/DPP or Executive Resolution team.
We have screenshots showing the upgrade eligibility, the $0 DPP/device-financing eligibility, and the February 27 DPP escalation confirmation, and we can provide them.
user_hmdquu
Visitor
•
2 Messages
1 month ago
Im having the same issue as well. Did you end up having to go to the store to get this fixed? What was the outcome?
2
0
XfinityKei
Official Employee
•
2.9K Messages
1 month ago
@pagrashtak We can certainly take a look to see what information we have to share about your mobile account and upgrade. Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (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
0
0