upgrade/new line

[Spre123]

I am eligable for an upgrade(7 payments left out of 24) However it says it must be done instore. with this covid my local store has hours I can get to. and this cant be done only.

So fine, figured I would just add a new line, payments always made etc. try to add new line and it says I don;t qualify for a payment plan?

So what I have to pay the old device of first or what? the help is very unhelpful.

[ComcastLauraW]

Hi @Spre123   Thank you for posting to the forum.  I would be glad to look into this for you, can you please reach out to me via private message. Click on my name ComcastLauraW and from the profile page click on the blue ‘send a message’ button. In your private reply please include the following information so that I may authenticate and access the account; first and last name, mobile number, complete service address, and the last 4 digits of the pay method on file. Also, if you could provide the IMEI for the device in question that would be greatly appreciated.

Thank you for your time and patience,

Laura