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.