Visitor
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1 Message
Unable to upgrade a mobile phone line
I have an unlocked phone that was paid fully at the time of purchase. On 10/18 I tried to place an order to upgrade the phone on the line. The upgrade failed. When I write failed, you have an option to select a line for an upgrade, and Xfinity offers 24 months of payments for the new phone, and the 'upgrade' option is not available for the line.
CS stated I had to remove 2nd phone line, i.e. second line eSIM, from the phone, which I did. The order for the replacement failed again.
I called CS again. Super smart agents opened the case CAS2086421 on 10/18.
Today is 10/26 the ticket is with the advanced support, and it will be another 24-48h before nothing happens again. Is the advanced support on a lunar mission it takes so long? What a terrible CS. It's easier and faster to move to number to T-Mobile just to be able to spread iPhone payments over 24 months.
XfinityEmilyB
Official Employee
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1.7K Messages
27 days ago
@sdo_riga Welcome to our community forum! Thank you for reaching out so we can figure out what's preventing the order for your new phone. I'm so sorry to hear that you've been waiting for so long to get your iPhone. We're a team of experts dedicated to addressing all your questions and concerns and we'll work alongside you until we reach the best possible resolution :).
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.
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