Early upgrade error

Hello I am having this issue for 3 weeks and still not resolving at all. I been store for three weeks and I have chat and speak on the phone about the situation nothing yet. The Xfinity system is [Edited: "Language"] and they should fix this because I been 9 years with them and I never have problem until now that I trying to upgrade a new phone and they told me to pay it off or add new line like hello you should fix this [Edited: "Language"] error and the managers doesn't even know what to do they [Edited: "Language"]