Why does comcast's website never work? Website Fails to Load – Unable to Upgrade Phones on Premium Plan

I’ve been trying to upgrade my phones through the Xfinity Mobile website, and the platform simply doesn’t work. Pages fail to load, the site times out, and errors appear before I can complete anything. Because of this, it’s been impossible to process an upgrade, even though I’m on a premium plan that’s supposed to allow upgrades every 6 months.

The system keeps telling me I’ve reached the “maximum number of lines,” which is incorrect, and nobody—including store staff in Gainesville, VA has been able to override or fix it. Multiple visits, same result: the internal system won’t let anyone advance past the error.

The website is unstable, buggy, and clearly not functioning as intended. If the core upgrade workflow can’t load, customers can’t use the benefits they’re paying for. Xfinity needs to address the technical issues and get a team capable of building a reliable application. Until then, the upgrade feature on premium plans is essentially unusable.

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user_pma4s3

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2 hours ago

After about 30 sec, i started recording it.

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XfinityQuemekia

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Hello @user_pma4s3. I am genuinely sorry to hear about the significant difficulty and frustration you are experiencing while trying to upgrade your phones via the Xfinity Mobile website and in person. I completely understand your frustration. Let's get this figured out. You have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

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Why does comcast's website never work? Website Fails to Load – Unable to Upgrade Phones on Premium Plan

user_pma4s3

XfinityQuemekia

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