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user_e8c4c1
1st Topic

Visitor

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2 Messages

Thursday, July 1st, 2021 11:00 PM

Closed

Phone Paid Off - Can't Upgrade (Online, In Store, or on the phone)

I have had my phone paid off for over a year and I am unable to upgrade. When I try to add the phone to the shopping cart for the device I want to upgrade, it does not add. But when I select "New Line" or a different device, the shopping cart updates. I have gone into the store and they couldn't figure out how to upgrade my device, so they recommended to call. I called in, and they couldn't figure out what the problem is. They said "all of Tier 2 IT is working on solving the problem and it should be fixed by the morning of Thursday (7/1)" ... It is now the late afternoon and I am still unable to upgrade my phone. I guess this is my last resort before I switch carriers, because eventually my S8 is going to deteriorate and I will need to get a new phone at some point, but nobody I talk to at Xfinity can tell me what is going on.

Question

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Updated 

3 years ago

1.2K

1

0

XfinityAnisa

Official Employee

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49 Messages

4 years ago

Hi there, thank you so much for taking the time to reach out to the Digital Care team and we are so sorry to see that you have had such a poor experience with upgrading your phone. I know that wanting to upgrade your phone is important and I also see how frustrating this is when you are not able to reach a resolution. You have reached the right team to help. Can you please send us a private message with your name and full address? 

4

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user_e8c4c1

Visitor

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2 Messages

@ComcastAnisa

Thank you for the consideration. I tried using the Private Message portal to send you a message, however your name is not showing up as an option. Thank you. 

4 years ago

0

CCXanadu

Retired Employee

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300 Messages

Let's try this. To get started, please send us a private chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window. Press Enter to send

4 years ago

0

user_b8259c

Visitor

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1 Message

I am having the same problem 

3 years ago

0

CCAaron1

Problem Solver

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954 Messages

Hello and thanks for reaching out @user_b8259c. I am sad to hear you are having issues with our mobile services. It has been a couple of days. Are you still having issues or were you able to get this resolved? 

I no longer work for Comcast.

3 years ago

0

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