Ineligible for device payment plan despite 800 credit score, 6 months of on-time payments.

I am recently trying to upgrade mine and my wife's phone.

Unfortunately I keep receiving an error message that says I'm over the number of lines I can have on device payment plans, which is currently 0. I have a great credit score and have never missed Xfinity payments so not sure what the deal is. I have already spoken to a representative by phone who couldn't' help me and someone at Xfinity corporate who didn't have many more answers.

My only speculation is that they tried a soft credit check while my credit was frozen and now my account is "locked" in this state. Any help would be appreciated, thanks!

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XfinityRay

Official Employee

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3.9K Messages

22 days ago

Hi there, @user_@user_nizl6m! Thank you for creating a post about the number of devices that can be on a device payment plan on your Xfinity Mobile account. We are happy to further help. When we try to add or upgrade a line and you are not eligible due to the limits, a soft credit screening is done to see if we are able to increase that.

Did you try to upgrade the devices with the agent you worked with previously?

Have you seen a higher device or credit limit in the past?

Have you seen this at 0 for 12 months or more?

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user_nizl6m

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2 Messages

I've tried with multiple agents including escalating to the corporate office through the BBB. I've been with Xfinity for 6 months and have never seen this sort of credit requirements from any other carrier I've had in the past (AT&T and T-Mobile). I could go to any of those carriers today and get either free phones or at the very least, devices on a payment plan. I'm not sure why Xfinity is completely out of the norm of other carriers.

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16 days ago

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XfinityJanelle

Official Employee

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2.2K Messages

@user_nizl6m Thank you for providing all the steps you have tried. Consistently making on-time payments on both your Xfinity Mobile account as you have and the linked Xfinity Internet account has a positive impact, since it has only been 6 months this may be why it is not showing a newer amount. Usually it will not be until after 12 months.

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13 days ago

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user_nizl6m

Ineligible for device payment plan despite 800 credit score, 6 months of on-time payments.

XfinityRay

user_nizl6m

XfinityJanelle

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