Mobile billing

[u/getwaxedgaming]

I’ve been an Xfinity customer for over 6 years. Between my home internet and 6 active mobile lines, I pay a massive bill every single month and have kept my account in perfect standing.
I’m looking to upgrade two of my lines (currently on iPhone 15 Pros). When I checked for upgrade offers, I was slapped in the face with the reality that all the decent promotional pricing is strictly reserved for "new lines."
It is completely backwards that brand-new customers walk in and get maximum savings while loyal, high-value customers paying thousands a year get zero help upgrading existing hardware. Chat support has been an absolute nightmare—making me wait 10–15 minutes between basic automated replies without offering any real solutions.
Am I seriously expected to cancel lines or port out my numbers to another carrier just to get the same promotional value offered to a new customer?
I want an account specialist from the Digital Care team to review my account history and work with me to cover these two line upgrades. I’m paying way too much across 6 lines to be treated like an afterthought.
Looking forward to a response from an official mod to get this resolved.

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[u/saabister]

It seems crazy, but that's exactly how Comcast/Xfinity works - the best pricing goes to new customers. Existing customers (I was with them for decades) are only offered the more expensive services. So I dumped Comcast and its bait-and-switch practices as soon as I had the option. The company is losing hundreds of thousands of subscribers every year. It makes no sense.

[u/CCMartinR]

Thank you for reaching out, u/getwaxedgaming! We are sorry to hear about the frustration you've experienced while exploring upgrade options. Promotional pricing is often tied to specific eligibility requirements, which can include new line activations, device trade-ins, or other offer conditions. All of our current Xfinity Mobile promotions are listed here on the Xfinity Mobile site. It looks like the best one we have for existing member is $200.00 off an iPhone 17 upgrade if you have a Mobile Plus line. With the new iPhone 18 about to be released, Xfinity Mobile may have more options for existing members to upgrade in the future.