New Poster
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14 Messages
Cannot get new phone bc of their error
We have Xfinity Mobile. I’m trying to upgrade three phones on my account. All have been paid in full since June. My account shows that they are all paid in full. I try to start the upgrade and I’m told I’ve exceeded my $3500 device payment limit. Ummmm no… I don’t owe anything. I call and 1.5 hours later I am told the system is wrong in telling me I can’t do a monthly payment because I have $3500 available. So I have $3500
available but when I try to check out and pay the tax I’m stopped because I owe more than my allowed amount. This is crazy! The iPhone promotion ends Thur. I’m not losing out on $1200 in device credits because of their system error. That sounds like a THEM problem. Then I try to see what they will give me to trade in my current device (that I own fully) and it tells me the phone storage (512gb) and the carrier (Xfinity) aren’t a valid combo. What?! I bought it from them! I also asked if can have them do a soft pull on my credit because I’m sure my credit score has gone up lots since I started with them. She tells me she doesn’t know how to do that but she’s the Advanced Team (step above the original rep).
They escalated a ticket but can’t guarantee it will be fixed in time for the promotion which ends Thursday! What can I do? Below is a screenshot of the nonsense il
dealing with. On the other page it says all three current devices are paid in full. I add one to my cart and the pic is what I get and I can it proceed. I didn’t have this issue when I tried yesterday but I stopped the order because I wanted to double check the color choice for the kids.
ltd1972
Visitor
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2 Messages
2 years ago
Same thing just happened to me. Now, I am losing out on 3 upgrades with the iPhone deal plus $450 in Xfinity rewards. Wasted one and half hours at the store. Not cool.
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TAJ99
Contributor
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28 Messages
2 years ago
Same issue and here, was able to get my iPhone 14 Pro Max last month and now trying to add a line to get the Pixel 7 Pro and this error comes up, it's a error with the new system and now it's going to cost them a lot of customers
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TAJ99
Contributor
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28 Messages
2 years ago
I think they are literally counting all the past devices as a limit. Like devices I paid off sudden keep me from getting a new phone. Like the other carriers don't do this and I believe this will be the end of Xfinity mobile RIP
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Nitric
Visitor
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4 Messages
2 years ago
I'm having The exact same problem. Have gotten nowhere in over 2 weeks
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user_660223
Visitor
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1 Message
2 years ago
Same issue for me. I upgraded my device and two for my daughters over the last two months. Now I need to upgrade two more paid off devices and their system says I have over 7k of outstanding/owed payments on 10 lines or some nonsense. We have 5 lines and two watches. Two of the five lines have been paid off for months. One of our two watches is also paid off. Their math isn’t mathing at all. This only became a problem when their new system went live…I should have upgraded my last two lines when I had the chance.
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