DPP limit 0 on new account

Hi, I’m having an issue with my Xfinity Mobile Device Payment Plan eligibility. My current account is a new account, but I previously had another Xfinity account under the same name and service address.

I completed the credit screening, but my current Xfinity Mobile account is still showing 0 eligible DPP lines / $0 financing limit.

The old account may have had some missed or late payments in the past, but my current account is in good standing. I’m concerned that the previous account’s payment history or an old internal risk flag may still be linked to my current profile and suppressing my DPP eligibility.

I’m trying to purchase a new phone using a current Xfinity Mobile device promotion, which requires a Device Payment Plan, so I’d appreciate a backend/manual review rather than another standard eligibility check.

Thank you.