"The IMEI you entered is not eligible for a trade-in offer" - why not?

Can anyone from Xfinity help with this?

Any luck getting this resolved? Same issue I'm having with an Xfinity purchased Galaxy S21 and using chat was of no help.

No, I already tried the online chat and they were of no help at all. Just confirmed that it is not showing eligible for some reason, and told me to go to the nearest Xfinity Mobile store. I do have one across town but in my experience it is always jam packed and takes hours to get any help. So I am not excited to do that.

No idea why this would be happening. I initially thought it might be related to the phone being locked to Xfinity, or just due to the fact that I only recently paid it off. Like maybe it needed a few days to show up as free and clear. But I waited a week, and had them unlock it just in case, but still no change in the trade in situation. 

Xfinity reps: why does this forum exist if you have no access to Xfinity Mobile accounts? And how does that make sense considering you often direct people to send a direct message, at which point you actually do fix certain issues? I know this because I have done it several times over the years. So it feels disingenuous to say you can't access our accounts, and to pawn us off on Chats, 800 numbers, and physical stores. You can do better than that.

I am getting the same error.   

Metro by T-Mobile A54 5G

Supposed to be worth $800 in bill credits which is monthly credits for 24 months(they offer $300 w/o trade so it is really like $500 for trade in )

Anyway , I get error "The IMEI you entered isn’t eligible for a trade-in offer.Try again"

Forgive if this is a double post .  Website is being finicky

Same issue here. Purchased my phone from Samsung directly. It was never locked or part of a payment plan. IMEI not eligible. No resolution. 

As seen above, since I had no luck via chat or calling the 800 number, I was invited to send a direct message to Xfinity Support via this forum. They took my info and generated a ticket number. One of their "experts" is supposed to look into it and get back to me within 48 hours. So we'll see if that help or not. I will update with a resolution, or lack of one, after a few days. 

Well now that we have examples of this happening to people with phones brought in from outside of Xfinity it made me even more frustrated that we're not getting a concrete answer as to why this is happening. I called the 800 number once again and though I started to get the standard script answers of going into a store (already did, see previous post) or that the offer only applies to new lines (totally incorrect as the website clearly states you can upgrade an existing line) I insisted my agent submit a ticket to whomever can give me an actual reason as to why its ineligible. They did and gave me a reference number for the ticket and told me it could take up to five business days. Deadline is in 2 days at which point I'll post an update as well.

I received an email from someone at "Xfinity Mobile Executive Resolutions" about the issue. No specifics yet, it was just the initial generic contact to let me know they will be my point of contact to discuss the "concern(s)". They gave a direct phone number and email address which seems much more promising than a chat or 800 number, but only time will tell.

I do intend to convey that this issue seems more widespread than just my own particular IMEI. So if it is some type of system error, maybe we can get it fixed for everyone. 

Will keep this thread updated about what happens next. 

Well I hope you have better luck than I did. I pretty much knew my fate when nobody from Xfinity contacted me back and I had to call them.

First agent I spoke to said my ticket was closed and that's all he could tell me. Transferred me to "Tier 2" support which also told me the system showed the ticket was closed but but also said it didn't look like the ticket even addressed my issue! After going through my whole story and all the steps I've taken for the millionth time he supposedly tried "a couple different ways" to make the trade in on his side but all he could get was "the system" saying the model was not eligible. He had no explanation as to why the Xfinity website, the store, and my personal account all show that the model is eligible for $800 in trade-in value up until the point where you enter the IMEI. After another hour of my life lost I gave up, told them thanks and hung up.

Useless

same issue Fix it already!!!

Just like you guys I have been banging my head with customer service via phone, store, and chat. I'm blown away at how little information "supervisors" and "managers" have access to and how little authority they have to correct what is clearly a mistake in their system. 

Story time if anyone wants to know what a disaster it was after I decided to give up and pay out of pocket for a phone.

 I decided to give up on the trade in yesterday.  I visited the Xfinity store to buy a pixel 7 pro out of pocket because the price is actually pretty decent right now. (Was going to trade for s23 ultra). 

They insisted on trying the trade in again and of course it didn't work and of course there was no explanation or fix. I'm past it at this point.

Me-Please just checkout the pixel 7 pro, do you have any in stock?

Them- let me check. (5 minutes go buy and he comes back with a phone). I have one here. I placed the order and it shipped to your house for some reason. Let me get my manager. 

Manager- I can place another order but it will charge your card again and the first charge won't drop off for 5 or 6 days.

Me-No problem, let's just get it fixed. 

Manager places the order and gives me a phone. After I open it, I notice it's kind of small. I look at the box and notice it's a pixel 7. Not a pixel 7 pro. 

The employees were messing around in the back figuring out a sim card for some reason even though I told them I would just pop in the sim from my old device. 

Employee comes back. 

Me- I have more bad news. This phone is a pixel 7 not a pixel 7 pro.

Employees are shocked and go to the back again 

Manager comes out

Manager- Is there a reason why you wanted a pixel 7 pro and not a pixel 7? 

I found that question so ridiculous and I chuckled a bit. Did they just make a mistake and are now trying to convince me to keep this phone? 

Me- I wanted the s23 ultra but you won't take my device and don't know why. I settled on the P7Pro because it has a bigger screen and better camera. I wouldnt trade in an s23 for a pixel 7. Not to mention they're the same price right now ($599).

After he briefly argued with me on price and said it's $899 I showed him otherwise.  Manager goes to the back and come out again.

Manager- if I return this pixel 7 today it'll be a $35 restocking fee.

Me- No it's not. You're going to call someone and credit my account that money. 

Manager- Xfinity is really strict about their fees.

Me- so strict that when you make a mistake I have to pay for it?

Manager- we don't have the authorization to credit account let me give you a direct line to support. (which was a direct line to an automated system that refuses to connect an agent)

To wrap this up. They did not have a P7PRO in stock, just the regular pixel 7 which is why initially the order automatically shipped to my house. This whole process was an hour and a half of my day. I left with no phone and a $35 charge for their mistakes.

Bravo 👏

Xfinity. Stop with the surveys. You know what you're doing wrong. Give your managers the authority to fix basic problems. While I was waiting, all I heard next to me was countless people pissed off about the perceived incompetence of customer service. 

I'm getting the same issue with the error "The IMEI you entered isn’t eligible for a trade-in offer." after the page clearly says my Samsung A13 5G phone is eligible for a $500 trade-in credit.  I have contacted Xfinity through Chat, Phone, and in person at the Xfinity store and no one has been able to figure this out.  The guy at the Xfinity Store said he created a ticket, but I have not heard back from him or Xfinity about it and he has not answered any of my emails to him.  This sounds like a large system issue that needs to get resolved for a lot of people.  I'm very curious to hear how @JG5881 makes out with the "Xfinity Mobile Executive Resolutions" team.

I don't really think they trying to fix problem, I have tried all available ways, chat, phone direct message, no one can fix , not even so called experts. They just wait till promotion ends on Sept 7 th , so they can stop avoiding this problem.

Minor update - I had to call in to "authenticate" my account, but got no answer on Monday when I tried 3 different times. So I sent an email asking if there was any alternative. A reply came from the original agent I has been dealing with, rather than the new one assigned to take over, and this one had better availability. I was able to reach him on Tuesday and just had to verify my address and the last 4 digits of my card on file. Now I am "authenticated" and able to do the rest via email.

Today (Wednesday) they replied asking for my IMEI and phone number again. After providing that, they responded that there were some "mismatched errors" on my device that needed to be corrected. That was supposedly fixed so they asked me to try again. I did, but still getting the same error. So I've provided screenshots of that and they are "submitting a ticket" for me. 

That's where we stand as of right now. I don't know what the expectation is in terms of time frame for this ticket. I'll update when I learn more. Note that I do plan on making it clear this is a more widespread issue and not unique to me. Again no idea if that will help, but I'll do my part. EDIT I also want to add that this "executive resolutions" team seems to be a higher tier of support than anything I've ever experienced with Xfinity before. Agents have their own extensions and from what I can tell seem to be based in the USA (judging from their voices). If this proves successful I plan to ask about how we might access them in the future rather than wasting time on the other methods.

I tried sending a direct message to Xfinity Support as directed to @JG5581 and I was met with this response:

"We are extremely sorry for the bad experience. Through this platform we are unable to assist with Xfinity Mobile. I did include here below all the different methods you are able to use to touch base to check the status of your ticket. SMS Text Message: 1 (888) 936-4968 Phone: 1 (888) 936-4968 Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile" 

Did I contact the wrong group?  Why are they not supporting Xfinity Mobile through the direct messaging?