I’m having the exact same issue as you . I paid my phone up early to 12 months to be eligible for early upgrade ! I call customer service and all my information checks out fine but like you said you can’t up grade over the phone or online like you originally ordered the phone but when I go to my local store and they put my info in thier computer system it gives them a alert stating my birthdate and social do not match so they can’t get into my account mind you I been with Comcast for 7 years and never once had this happened until I asked for early upgrade on my mobile phone . So I submitted a claim to get it fixed and of course they tell me they are so backed up with claims it’ll take a few WEEKS .
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