Paid in full, can’t upgrade

@rightfooted​ 

Thank you! Yes, upgrade was perhaps not the correct term. I would like to replace my existing phone. When I go through the process, I should still see my existing phone listed. Otherwise, it is forcing me to add a new line which is not what I want to do. 

I went through this process two years without any problems, so I'm not sure what is different this time around.

@rightfooted​ Not true.  I called their customer service and I got the discount.  I am getting Iphone 14 pro, $25 a month for 24 months.  I am replacing my iPhone 12 Pro which is fully paid for.  

@lmacmil​ I'm not certain how this answers my question? However, you are correct in the sense that you have no context into why someone might choose to upgrade their phone after one year. Franky, I'm baffled as to why you would care about what someone else does. Perhaps I want to give my existing phone to a family member?

@Sky747​ Sometimes one's curiosity should be kept to oneself, as in this case.  My bad.

@yeahyeahyeahs​ - had the exact same "no lines" issue - did a chat to ask an agent to call me and they were able to complete my orders.  The call back was a couple of hours later, but it worked.  I think the upgrade demand is a rush at the moment that will die down once the early adopters are done. :) 

@user_88debe​ you called them ? How in the world did you speak to someone? I can’t find a phone number that will point me to a human 

go to Xfinity chat ask bot for live agent they will call you back if no one available it will be live sgent

@yeahyeahyeahs​ that’s crazy because I paid my phone off and I was able to upgrade without buying a new line 

@user_7bb84e​ Are you sure they didn't add a new line to your account for the sake of getting the new phone? How did you do so? I've talked to their customer support so many times by chat, phone, in English and in Spanish and they basically tell me that I am out of luck.

Got my phone - it arrived a week ago - and kept my line and got the $400 deal.  The offer does work as stated if you can get someone to help you complete the order.

@yeahyeahyeahs​ try visible they take iphones and Android run on Verizon tower 30.00 month 2023

@user_8be915​ even when I choose to add a new line and do it. It just says there is technical difficulties

Hi there, @user_8be915, I know how exciting it is when there is an upcoming device release. Due to account security, our options with Xfinity Mobile accounts are very limited. I would recommend getting in touch with one of our Xfinity Mobile Experts: 

 - Text Message: 1 (888) 936-4968

 - Phone: 1 (888) 936-4968

 - Chat: https://comca.st/3DBQBJp

@XfinityValerie​ Same problem here!  And there are no such Xfinity Mobile Experts exist!  I have tried all the approaches you and others recommended, chat, phone calls, and even going to the Xfinity stores, but none of your "experts" can give me a solution.  I also asked your "experts" to escalate my problems to a higher tier for answers, but I got no responses.  This is very frustrating, and I am thinking of switching carriers, together with my Internet services (I get more freedom if I don't use Xfinity Mobile, which requires Xfinity Internet services).

I'm truly apologetic to hear that you're experiencing this. I would recommend that you visit a service center where they can complete the upgrade on our end. The Xfinity Mobile experts are the ones who will be able to access your account, view your existing devices, and assist you in making changes. 

Yes, well, I actually had this happen AT the Xfinity store!! They said not only was I not eligible for the trade in deal but that I couldn't even BUY a new phone from Xfinity even if I pay full price!!! Xfinity better figure this out! I've been an Xfinity/Comcast customer for over 30 years, Xfinity mobile for over 10 years and they're about to lose my business!! 

@Sky747​ Hey, I am really sorry about what went on with your line and on top of that the extra charge. I cannot understand why is it so complicated for them to come up with an adequate resolution. After having talked to their customer service over the phone and chat about 4 times, spent hours waiting for a solution from their second tier/technical customer support I am about done myself. Currently researching for a comparable deal elsewhere, and be done with Comcast once and for all.

Throughout the several years of receiving their Home Internet and Mobile services, I have not once been able to resolve anything using their website and have had call them every time something comes up. Very disappointed.

Oh, I forgot to mention that I still get their emails asking me to "UPGRADE", but here we are. I can't with this nonsense anymore.

@yeahyeahyeahs​ Thank you! I'm sorry to hear that you are not able to get a resolution either.

The agent told me that I could add a new line, purchase a new phone and they could transfer my existing line to the new one.

One I have zero faith that they will be able to do this without messing up my account further. Two, if I do this, I will not be able to benefit from the current promotion.

Speaking of the $400 promotion (spread out over 24 months), they keep insisting that it only applies when you bring in a phone from another carrier. Again, mind boggling because the terms of the promotion clearly stipulate that an existing line is eligible.

$400 Off: Offer ends 10/6/2022. Requires purchase of new, eligible iPhone, excluding iPhone SE with 5G, while supplies last, 24-month Xfinity Mobile Device Payment Plan Agreement ("Device Agreement"), and 1) activation of new Xfinity Mobile line and transfer of phone number from another carrier within 30 days of phone purchase date or 2) upgrade of an existing Xfinity Mobile line with purchase of a new eligible iPhone and activation of phone on that line within 15 days of order. Existing phone must be paid in full if eligible phone is purchased online or pre-ordered.

When I pasted the terms in the chat, the agent kept going around in circles.

If I try to upgrade the eSIM line they added to my phone, I'm able to do so with the promotion. Clearly, this validates the terms of the promotion.

It's unfortunate that those agents are poorly trained and there is no path for escalation. Each time I've had a case escalated, I never heard from the alleged "higher authority" and had to follow-up on my own. Essentially, an escalation ends up in a black hole never to be seen again... 

Exactly where I am at. I just had one last attempt with their CS over the phone, and they reinstated that the promotion is basically useless to us that have had their service for a while and it's intended to attract new customers. So basically our options are narrowed down to:

1) buy the phone elsewhere or through them at a regular price

2) add a line and buy the phone for that line, then do the phone number swap -all this while one having to fork all the fees to set-up that new line out of pocket- and paying UP FRONT for a month or two of service for a device that will not arrive until who knows when!!!

I am so sick of them asking me "don't you happen to have another phone -laying around somewhere- you may want to transfer to us so you can get this deal?"

These options are evidently garbage from a customer standpoint. I used to work in the QA Team for a customer service department of a company, and this whole thing is just awful. Makes no sense at all. It should be in their best interest to retain their current customers while providing them ways to sort their announced network upgrade to 5G. My phone is not compatible with 5G, so I must get a new one to use with them.

But apparently that won't happen with/through Xfinity, as they clearly don't care.

@Sky747. I am sorry about the experience and want to do what we can to help. Have you tried our Xfinity mobile site chat support? 

@Kat2800​ do a chat and ask for a person; you'll get a number to call, if the person cannot do it, call back and talk to someone else - that worked for me. 

Hello, thank you for taking the time to reach out to us. I apologize as much as I would like to assist you, we do not handle mobile concerns. We have a specialized department that handles our Xfinity Mobile services. Allow me to provide you a direct number to our awesome Xfinity Mobile Team, please call or text 1-888-936-4968 or click on https://comca.st/3RIWqZ3 to reach a Xfinity Mobile specialist at your earliest convenience for further assistance. I hope you enjoy your XFINITY services and you have a wonderful day! Did you have any other questions or concerns that I can assist you with?

@Kat2800​ did you figure this out? 
my acct says I have $4500 eligible and I owe $5475

i only owe 1 phone out of 5 on my plan, 4 are paid off.  And now it’s telling me I’m ineligible too.

@Wuera_84​ I had a nightmare experience. Today was exactly day 90 since my situation began and I can finally say it’s revolved in full! I had a total of 15+ calls, 10+ chats, 3 store visits, and eventually needed to file a complaint with my AG office. Took months but we all have new phones now. 

Good evening, @Wuera_84, and thank you for reaching out through our Community Forums regarding your Xfinity Mobile service! Due to account security concerns, we're pretty limited on what we can help with when it comes to Xfinity Mobile. For questions about your device, including upgrades, I highly recommend contacting our Xfinity Mobile experts directly. There are a few ways they can be reached these days:

Xfinity Mobile Contact options:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: xfinity.com/xfinityassistant/?channel=xMobile

If you need any help with your Xfinity residential services or have other questions about contacting Xfinity Mobile, please let us know right here, and we'll be glad to help!