Visitor
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1 Message
Upgrading to New 5G Plan
I have tried upgrading my current mobile plan to the new 5G plan but when I do I receive an error that account is not eligible because it is currently suspended. My account is NOT suspended, it is actually on auto-pay and always paid in full. I called in and was told that the option to upgrade the account is greyed out so they can't help me. I did the whole bot/chat with agent thing yesterday and was told that the option to upgrade was 'greyed out' and in order to fix it they were going to give me a new line with a free phone. I really didn't understand how that was going to fix the issue. I have been trying to do this upgrade for months and the calls and chats saying it is 'greyed out' isn't an acceptable answer.
Has anyone else had this? How did you get it resolved?
XfinityKrista
Official Employee
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1.2K Messages
1 year ago
Hello @user_ed6ca2, thank you for taking the time to reach out on social media. I understand your concern with the upgrade, and I'd like the opportunity to check into that for you.
To access your account, will you please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
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