Can’t Get a Deal to Upgrade my Phone

Hi, @David7979. Thank you so much for taking the time to create a post and provide your feedback. I understand that you weren't able to find a promotion as an existing customer which, from personal experience, I know can be a bit frustrating. Like our residential services, certain promotions are reserved for new customers or those adding a new line of business. 
We are limited on access to your Xfinity Mobile Account here on Forums, and we do recommend reaching out to our experts again to see if there may be other options available. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here https://www.xfinity.com/xfinityassistant/?channel=xMobile here. Let me know if you have trouble reaching them directly. 

Having the same issue. I agree not worth the change over. Very frustrating.

David you are completely right! I have been a mobile customer for 2 years and an Xfinity internet customer for double that amount of time and I have 4 lines, all paid off devices and two of those lines I need replacement devices for.. they have no deals for existing customers why would I shell out over $2000 for two new devices when I’m getting offers to switch elsewhere for 4 new phones, same monthly price, and walk out the door spending less than $500..? Makes no sense. Needless to say, I’m spending my day off today switching my internet and mobile services.

Same issues here.  Switched to Xfinity and brought our own phones (4).  Never got new phones with this company.  Been waiting for iPhone 15 deals and they never have them for existing customers.  Competitors such as Verizon have a great deal to pay $700 for each phone we have.  Xfinity is a rip-off with $245.  I'm trying to stay here but they treat current customers second hand to new customers.  With the same phone upgrade, I would pay $416/month here or $303 at Verizon.  

No incentive at all to stay as customer, they just want new customers. Thinking about switching back to AT&T with our multi line account.

Also it says upgrade eligible and then when you click on it there’s no upgrade incentive at all!

I was told I need to do a credit check In order to see if im eligible for an upgrade 

No upgrades for current customers. It seems they don’t care about customer satisfaction when it comes to upgrades. Will be switching if no deals next month!

Yep I have been checking for months and no upgrade deals for my existing phone, only upgrade deals if I add a line or become a new customer.

That's really funny cause I just got 2 new phones a few months ago without paying full price.  S24 plus basically 20 bucks a month after the monthly credit. 

I am considering leaving Xfinity for the same reason. We have 3 lines and all of us need new phones. To trade in a iPhone 11 Pro max they are offering $150. Which is nothing. If I switch to Verizon we can all get new phone for a fraction of the cost. Going to swing by my local Verizon store on the way home. 

I am literally having this same issue, I'm chatting right now and only being offered the "deals" that I can already find on the website. Literally no incentive to stay an Xfinity customer after paying them my hard earned money for almost a decade. I am absolutely livid and shopping for a new mobile provider as we speak. 

Almost June of 2024 now, and I’m experiencing the same issue. Their network has poor service with a substantial amount of call and data drops with older phones (mine is an iPhone 11). They nonetheless continue to refuse upgrade deals for existing customers. They offer many generic, BS replies, as shown above, but no real solutions. My family is frustrated with them and will likely be leaving soon. Eventually their bad business practices will catch up with them.