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How to upgrade a phone that is already paid off

Regular Contributor

How to upgrade a phone that is already paid off

This seems like it would be simple but I am a little confused after reading posts here.  One of the lines on my account has an old iphone 6 that was a BYOD.  If I want to upgrade that line to a new phone, is it as simple as going to an Xfinity store or ordering it online?  Are the problems I read about just when people try to bring their own device to an already existing line?  Is there any way to get a phone with rebates if you alrady have a line?

Regular Contributor

Re: How to upgrade a phone that is already paid off

Anyone?

Official Employee

Re: How to upgrade a phone that is already paid off

Hello D-man,


Thank you for bringing your concern to our attention and pardon the delayed response to your original post. As of now, we do not support an NDEL (New Device Existing Line) process for BYOD service lines.


In order to obtain a new device, it would require a new service line with a new mobile number. Rest assured that we are continually seeking to implement new features that offer our customers more flexibility with their devices and service lines.


If you would still have me look into your account, let me know by sending me a private message by clicking on my name ComcastChrisL and then click the blue send message button. Make sure to include the first and last name of the account holder, the account number, and the last 4 digits of the stored payment method on file.


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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Regular Contributor

Re: How to upgrade a phone that is already paid off

So are you saying that once that phone dies or if I just want to get a new one, that I can no longer use that phone number?  That sounds ridiculous.  Can I at least order a new phone on a new line and put the SIM card from the old phone into it?  Is there any way at all to get a new phone on that phone number?

Frequent Visitor

Re: How to upgrade a phone that is already paid off

I think there's some confusion here. You should be able to buy a new phone from Xfinity and use it on your existing number. What you can't do, currently, is buy a new phone that you found at a better price elsewhere to use as BYOD on an existing Xfinity number. This is what people are griping about, but it does make sense -- Xfinity treats BYOD as a marketing tool to make it easier for new customers to switch from their existing carriers.