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Early Upgrade - Covid 19

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New Poster

Early Upgrade - Covid 19

Hi, I pay for the protection plan specifically because it states that I am able to early upgrade my phone after 12 payments with no additional charge. My problem is that xfinity has told me over the phone to go to the store to have this done, when in the store they say that I need to call, and back and forth. They have wasted my time and my gas to drive to the nearest store. Finally somebody tells me that they have paused early upgrades because of Covid. My problem is that I've paid into the protection plan because my contract says that after 12 payments I can upgrade for free. Xfinity is now forcing me to continue paying into the protection plan for additional months until they allow early upgrades again. I'm not understanding how that is allowed let alone a very fair business practise. Has anybody had this issue or been able to get this resolved for themselves? I keep getting the run around. Thanks!
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Official Employee

Re: Early Upgrade - Covid 19

Hello @berty6294,


Many thanks for posting to the XM Forum! I’m happy to provide details regarding this topic. One detail I want to clarify is that XMPP (Xfinity Mobile Protection Plan) is not a requirement for Early Upgrade.


Early Upgrade does require that 50% of the DPP (Device Payment Plan) be paid off before qualifying for the upgrade. The Early Upgrade program is temporarily paused due to COVID-19. Early Upgrade cannot take place over the phone due to the need to have to grade the device that is being returned. The Early Upgrade program will resume when Xfinity Stores become fully operational.


I’ve included the following two links related to overviews for the Early Upgrade program and XMPP - https://www.xfinity.com/mobile/support/article/how-to-upgrade-replace-device, https://www.xfinity.com/mobile/support/article/protection-plan-details. Let me know if you have any other questions.


Sincerely,


Chris


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Early Upgrade - Covid 19

I'm having the same issue. I paid my phone off and went to trade it in for a new phone. The store was closed. Now that stores are opening back up, Xfinity isn't open. I asked when they thought they would be open again and was told there is no time frame. They also told me that the deal other carriers are getting for a new galaxy s20 doesn't apply and that Xfinity has no such deals going on. But if I want to pay them the $300 up front, I can upgrade my phone and tey to sell my old one.