Trying to buy a new phone but the website doesn't work

Try using this link: https://www.xfinity.com/xfinityassistant/?channel=xMobile . They will not ask for SSN. 

Sadly as an employee your link is also showing an error message. 

You are welcome to try and reach out to them here, https://comca.st/3L9Wm2H, on their site and you can also call them at 888-936-4968. Those are the best ways to reach out to them. 

@screenname137​ I have the same issue. The phone that I paid off recently is not showing therefore I can't replace it. My only option is to add a new line which is not what I want to do.

@Sky747​ 

We paid ours off, they show up, but when I go through all the steps to replace them, at the end it pops up and says we have no lines. What a pain. 

@screenname137​ Thanks for the clarification!

In my case, my paid off phone does not even appear. To confirm, how did you go about ordering a replacement for your existing device?

I go to Shop > Phones > Select the iPhone 14 > Choose "Upgrade a device on existing line" > Select the color/storage. The next page lists two devices but is missing my paid off phone for some reason. 

I guess I will need to call them to figure out what's wrong.

Good morning and thank you for reaching out to Xfinity Digital Care. This is not the type of customer experience that we want you to have and I would love to work with you in resolving these issues. To begin, can you DM me your full name, and service address please? -Josh M

Hi. How can I send you a DM? I type in your ID in the DM page but a bunch of other IDs are suggested;", yours doesn't appear there.

Hello @yeahyeahyeahs
Sending unsolicited DM's to Comcast employees or any other user, is a violation of our forum guidelines. You can review them here: Guidelines
If you are having troubles and need support, please create a new topic of your own on the public boards detailing your issue so that the community and our support representatives can assist.

This is rubbish. The CS agent requested me to send him information directly as a DM. Please reevaluate the thread before spewing out your nonsensical script.

I forgot to mention that this is day 6 from me trying to get this matter sorted and I am yet to receive any "follow up" call from your customer service department. I don't want a new phone line. I already have one, and have been paying for it to Xfinity Mobile, using my paid off phone and your system is not letting me and other customers preorder the new iphone. Focus on that, and actually offer solutions. Thanks.

@user_f67654​ That's exactly where I'm at. The terms of the promotion are pretty vague. Guess I'll be switching the internet and mobile to a different provider.

@user_f67654​ 

Looking at the terms of the offer:

$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. At least 50% must be paid if purchased at an Xfinity store, and an upgrade fee may apply. Device credits applied monthly to your account over 24 months so long as Device Agreement is in effect. If line is canceled, voluntarily or involuntarily or device payments are accelerated, balance of credits associated with device payment are forfeited. Not valid with prior purchases, returns or exchanges.

Doesn't this bolded sentence suggest that as long as the existing line is paid off, the offer can be applied to upgrade/replace that line?

That is what I've based every one conversation with their CS; but all this while they insist on forcing me to set-up an all new line or "transfer one from elsewhere?" and on top of that, pay in advance for that new line's set-up, a whole month of service even when the phone would not arrive until almost November. It is not even funny.

Since the original post was from back in April, if you don't mind, can I get you to make a new post? We just want to make sure everyone gets to see this. 

$400 Off iphone 14 not working for me, though offer says "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"
They are giving vague system error as in issue and suggesting set up a new line, pay in full, after phone gets delivered they will switch and adjust the price
I'm NOT able to trust the process will work
Is anyone able to solve it?