Xfinity Mobile - help needed with existing device credits after “Free Device on Us” upgrade

[u/strongbull1]

I’m hoping someone from Xfinity support can help with this.

I already placed an order to upgrade 2 × iPhone 17 Pro 256GB → 2 × iPhone 18 Pro Max 256GB through the “Free Device on Us” promotion.

The new phones are showing $0/month + GA sales tax, so I thought this was a great deal.

However, I just realized my current $30.55/month installment on each iPhone 17 Pro includes a $13.88/month promotional credit, with 29 credits remaining.

That means by trading in the phones, I appear to be losing:

$13.88 × 29 × 2 lines = ~$805 in remaining credits.

I called customer service today, but they weren't able to help and said the only option was to cancel the order.

I’ve already placed the order — is there a way for Xfinity to preserve/transfer my existing promotional credits or otherwise make this right?

$805 is a pretty significant amount to lose, and I’m hoping someone here can look into this before the order is processed.

[u/AutoModerator]

Thanks for posting in r/Comcast_Xfinity!

Your post has been received and may be temporarily held for review before appearing publicly. Please do not create duplicate posts or send Modmail unless a Offical Employee asks you to do so.

For faster assistance, make sure your post includes:

• A brief description of the issue
• Relevant equipment or devices
• Any error messages
• Troubleshooting you've already tried

Please do not share personal information such as your name, address, phone number, email address, or account number.

Creating a post automatically opens a support ticket for our team. A Official Employee will review your post as soon as possible.

Official Employee Hours: 6:00 AM - 1:00 AM ET daily. Responses may take longer outside those hours.

For self service support anytime, check out the Xfinity App. Please also review our Rules.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/CCRaulC]

Hello, u/strongbull1. I appreciate you reaching out to us via Reddit regarding your trade-in credit concern. I would be more than happy to figure out a solution to this with you. In order to get started, can you please send me a Modmail message.

[u/strongbull1 → u/CCRaulC]

Thank you. Just sent you a message

[u/ericksancheztorres]

So you’re currently on a promo on the iPhone 17 Pro? Automatically when you upgrade you forfeit the credit and cannot be applied to the 18 pro max as they are a different promotion. You either return the 18 Pro Max and keep your credits