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

Thank you for the update, @JG5881. Have you tried clearing cache and cookies on your device, and/or trying to complete your trade in using another web browser?

I've tried multiple browsers and PCs, phones, tablets, no luck. It's definitely a problem on the other end, not with me. 

Thank you for providing this valuable feedback, @JG5881. I am confident that they will be able to rectify the trade-in/sale concern. They are extremely well-versed and functional in this space. They are knowledgeable and experts in resolving mobile concerns such as this. Just to confirm, you are expecting a follow-up call from a supervisor from our Executive Resolution team. Does this sound correct? Did they provide you with an estimated time of when you are supposed to receive that call? 

Yes I am working with someone from that team. We are handling everything via email as per my request, and I heard from them earlier today. 

Thank you for the update, and for letting us know, @JG5881! It's important to us this issue is resolved.

The executive resolution team really does seem to mean well. I would guess from my interactions that they are actual people in the USA who are tasked with handling higher profile complaints. Which is great! On the other hand, even they are somewhat limited in their abilities, as demonstrated by the person handling my case having to put in a ticket, follow up, escalate to a supervisor, and still not getting a result yet.

So in a sense they remove some of the initial layers of worthless "helpdesk" type "solutions" (have you restarted the device? checked for system updates?) and broken promises by anonymous call center staff, but beyond that they are still bound by the same lack of action as the rest of us. 

In any case, the trade-in/sale offer has now ended. So even though yesterday it was worth $800 trade-in credit, it is now worth $60. And the S23 Ultra and Flip5 that I was interested in are all back to full price. So even if they do manage to fix it, I can't get one of the phones I had wanted. We'll see if there is another worthwhile trade deal anytime soon.

Update - still waiting on any sort of resolution from the Xfinity Mobile Executive Resolution person that is helping me. They had mentioned working on getting me the full value of the trade-in/sale promo even though it technically ended the other day... so we'll see what they can pull off. I won't hold my breath, though the agent helping me does seem to be trying hard. 

I also received a resolution from my Xfinity Mobile Executive Resolution person that is helping me.  Xfinity honored the trade-in value of the phone since it was brought to their attention prior to the promo expiring.  The new phone was ordered and they are supposed to apply the trade-in credit to my account after sending back the old phone.  The Xfinity Mobile Executive Resolution person was so helpful!

Hey @JG5881. Thought we would check in to see how it's going with getting the support you needed. Was the Mobile expert that reached out to you able to help?

Unfortunately I have not had any solution yet. The Xfinity Mobile Executive Resolution agent that is helping me seems to be trying his best, but the disfunction within the company is still evident as nobody follows up with his requests.

Last I heard, someone was supposed to reach out to me to complete the trade at the original promised value, as mentioned by @MeNotYou955 above. That would theoretically happen before the end of the week, but here we are on Saturday and I haven't heard from anyone. And even if I did, I'm not confident they would give me the full discount plus the boosted trade value, although both were clearly available on the website when I first discovered this issue.

To make matters worse: just to double check, I went to the Xfinity Mobile website and played with theoretical trade scenarios using the same Pixel 6 whose IMEI was "not eligible" before. The good news is that I no longer get that error message, and it allows me to move to the next step of the transaction. But at that point it tells me my "plan eligibility" summary which includes a cap of 5 devices on payment plans, and a total of 10 lines. The 5 line cap for payment plans is new - never seen any mention of that limit before. But since I am currently at that limit, it seems perhaps this entire fiasco may have been for nothing. Very frustrating.

Thank you for reaching out @user_zxt85s

Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Please reach out to our Xfinity Mobile team with the options below. 

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

I would also suggest going in store to see if they are able to assist you with the trade in. 

I am having the same issue with my Pixel 6 Pro, and have been calling customer service for 10 days, with no resolution.  The promotion for the free watch ends today.  Not only have they not resolved the issue, no one from Xfinity Mobile has even bothered to call or email me back in 10 days, despite them promising me up and down that both the agents and supervisors would call AND email me back because I made it very clear how upset I am at this issue.  I have had to call back a dozen times only to be told repeatedly that they were working on the issue, and would absolutely call me back within a changing 24 or 48 hours.  That's at least 6 times, I've been told that without a single call or email coming back.

I'm honestly not sure which is worse: the fact that so many people are having this problem for MONTHS NOW and they haven't been able to resolve it yet, the fact that they haven't been able to resolve my issue, despite numerous supervisors supposedly working on the problem, the fact that I have had to waste dozens of hours on the phone with your company because you can't fix a simple problem IN YOUR SYSTEM, or that not a single one of your customer service reps or supervisors have been even bothered to call or email me to update me on the situation, despite me making it very clear that the promotion ends today. 

This has been absolutely the worst customer "service" experience I have ever experienced from any company.  To be clear here, I'm trying to give YOU a lot of money.  I have been a customer for years, and have already given you a lot of money.  You have shown me exactly how much you value all that money and my business.  Not at all.  And in the middle of all of this, you somehow managed to randomly change my primary phone number to a completely different one, without asking or informing me, causing me to miss an opportunity to pick up a lucrative shift at work, because they could not contact me.  At least one of the agents was able to recover my phone number.

So, not only do I have no resolution, but this whole situation has COST ME MONEY.

At this point, why would I not switch to another company?

Well my saga appears to have been resolved, although I'm not 100% sure what was actually done to arrive at this point. I was dealing with the Executive Resolution people, who were at first extremely responsive and later less so.

They made several promises of getting supervisors involved to clear up the trade-in issue, and even getting me the older deal for the S23 Ultra (from when I originally started this thread) despite it having expired before the problem was resolved. But I was never contacted about that as they said I would be.

The only thing I did get was an email - on my family Comcast email address, not the address I actually use for my Xfinity Mobile service - saying my "mobile trade-in case has been resolved" and that I would "receive another email with details shortly". This mysterious email they described never arrived. And I'm not sure they were even referring to this current issue, as I had a prior complaint with a trade-in where Assurant received my phone but never counted it or gave me credit. I eventually got that resolved a few months ago so I don't really know which "trade-in" case this email was in reference to.

Yet despite all this, I kept checking and after a while the IMEI for my Pixel 6 was in fact accepted for a trade. It no longer showed that error I mentioned in my original post (that so many others are also experiencing). I figured the promise of the S23 Ultra promo was never going to materialize so I went with the pre-order of the Pixel 8 Pro which comes with the Pixel Watch 2 bonus. Pretty good deal and I'm happy with it but of course would have much rather not dealt with all the rest of that hassle. Now I'm sending back my Pixel 6 and fully anticipating another problem with Assurant not marking it as received so bracing myself for that fight.

Hello @JG5881, thank you for taking the time to reach out on social media.

We have a specialized team of experts that are able to assist our Xfinity Mobile customers. That team can be reached at 1 (888) 936-4968 via text message and over the phone. If you'd rather chat with a Mobile expert online, that can be done through this link comca.st/3G78PAk. We know our customers are the best part of Xfinity and appreciate you taking the time to give us the opportunity to help.

Here's a link to our Xfinity Mobile website https://www.xfinity.com/mobile/support.

While we're checking on your account, are your other Xfinity services working all right for you? Do you have any other concerns I can help with?

Hey @SRowe99 thank you so much for using our Forums to contact our Xfinity Support Team. We understand that you are having some concerns with your device and the trade-in process. Have you recently reached out to our mobile team about this?  That team can be reached at 1 (888) 936-4968 via text message and by giving them a quick call.