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user_6jesb0
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Thursday, January 29th, 2026 2:24 PM

xfinity mobile website

I have gone to the website because I'm interested in getting an apple watch, and I also want to upgrade my phone. Every time I go to the website, it allows me to log in, choose the discount code for the watch, but when it attempts to go to the next screen it tries to access for a few minutes and then gives me an 'access denied' screen. The other is that occurs is I will be able to add a watch, or the phone to my cart and it gives me an error that I don't have enough lines to complete the purchase.

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26 days ago

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XfinityJeff

Official Employee

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929 Messages

4 months ago

Good morning @user_6jesb0, and thanks for posting to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with purchasing a new watch and upgrading your phone, but you have come to the right place for assistance with this. Have you tried using a different web browser or clearing your cache/cookies?

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user_6jesb0

Visitor

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4 Messages

@XfinityJeff​ Yes, I have tried both and still am receiving the same errors/messages

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4 months ago

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XfinityJeff

Official Employee

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929 Messages

Thank you for trying that already @user_6jesb0. We can take a look on our end and see why you might be getting that error. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

user_6jesb0

Visitor

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4 Messages

Thank you, I have submitted a direct message for the issue

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26 days ago

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XfinityRichard

Official Employee

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3.2K Messages

Hi there, @user_6jesb0 Thanks for reaching out to us on the Forums! We know how frustrating it is to be told that your credit is frozen when it's not. I can get this escalated for you. We noticed you sent a DM as well. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forums is a violation of Forum Guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a direct message. Since you already sent a DM, we will continue to assist you there!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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26 days ago

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