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Can’t upgrade unless at store

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New Poster

Can’t upgrade unless at store

We have a Comcast store in my area but I was told by an employee there that the only way I can upgrade my phone is to go an xfinity store so the can look at my phone first.. why can’t a Comcast store assess my phone so that I can upgrade cause there are no xfinity mobile store so I am stuck with the phone for another year after paying all the fees
Regular Visitor

Re: Can’t upgrade unless at store

For early upgrades (when your device is 50% paid off or more) they require you to be in a store so a rep can evaluate the device to make sure there isn't any damage. A rep over the phone can't see if the phone is damaged. Now if your phone is 100% paid off, you can purchase a new device for that line either online, by calling, or visiting a store. 

New Poster

Re: Can’t upgrade unless at store

I get that but I don’t understand why someone at Comcast can’t look at the phone
Official Employee

Re: Can’t upgrade unless at store

I get that but I don’t understand why someone at Comcast can’t look at the phone

Heylookitschels, I understand your concerns. We are working to expand the footprint of our XFINITY Mobile stores! Those stores are staffed with specifically trained XFINITY Mobile specialists who can better access your device in the process of an upgrade. Please visit an XFINITY Mobile store to begin the early upgrade process. 

 

Ken


I am an Official Comcast Employee.
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