"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.

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.