Solved! Go to Solution.
Loringharris21, thanks for taking the time to post about your experience. From what you've written here, it sounds as though you should be set to participate in the early upgrade program. There is a stipulation that the XFINITY services must be in good standing so that may affect it. I've seen your private message so I'll follow up with you there.
@Loringharris21 I spoke with a rep named Hailie from Tier 2 Advanced on 4/25/19 - she told me that my case was assigned to Tier 3 on 4/19 and then escalated on 4/22. They have "identified the issue, but have no estimated completion time". So basically they found the problem in their system, but they don't know how to fix it which doesn't really give me back any confidence I'd already lost in the company. I hope your issue is resolved quicker than mine, because this sort of thing should not take a month to fix.
Solved Will see you all again in another year and hopefully not run into this same issue! I went to the store and ensured Crystal was the one to help finish this off for me. Huge kudos to her and all those involved in resolving this issue.
Loringharris21 Glad to hear it! I just sent you a PM that I checked your account and saw the ticket for the issue was resolved. Glad you were able to get your new device. Post again if you need anything.