Ineligible for device payment plan despite 800 credit score, years of on-time payments

I am recently trying to get a new phone plan via xfinity with a new phone and upgrade 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 the xfinity store in person 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!