Upgrade your phone with Xfinity Mobile’s Premium Unlimited service: Elite Upgrade

Xfinity Mobile customers with Premium Unlimited service may qualify to upgrade their phones up to two times per year with our Elite Upgrade program.

Elite Upgrade eligibility

To qualify for an Elite Upgrade, you must:

• Be enrolled in the Premium Unlimited data option.
  • Elite upgrades are not available with other data options.
  • New Xfinity Mobile customers must complete two full billing cycles (with successful auto-pay) before being eligible for an upgrade.
• Purchase a new phone on a 24-month device payment plan.
  • Your new device discount will appear as a monthly credit spread out over the duration of the payment plan.
• If your current phone is on a device payment plan (DPP) with an existing balance, trade in your current phone to have its remaining balance forgiven. Plus, you’ll get savings off your new phone purchase.
• If your current phone is paid in full, either trade it in to get the maximum upgrade discount off a new phone or choose to keep it and still receive guaranteed savings.
• Ensure any phone you are trading in meets eligibility requirements, including being in good working order.
• Maintain service on the Premium Unlimited data option during the entire length of the new phone payment plan and be in good standing.
• Wait 60 days from your previous upgrade before requesting your next upgrade.
  • Upgrades are limited to a maximum of two in a 12-month period per line and must be at least 60 days apart.
  • After two upgrades within 12 months, you must wait until 12 months from the date of your first upgrade to upgrade again.

You can check your phone’s eligibility for an Elite Upgrade by:

xfinity.com/mobile

1. Log in to your account and select the Devices tab.
2. Eligible phones will appear as You’re ready for an upgrade anytime.
3. Select the phone you want to upgrade.
4. Select Upgrade now.

Xfinity app 

1. Sign in to your account using the Primary user’s Xfinity ID and password.
2. From the Services tab, select Mobile lines and data usage located within the Mobile services card.
3. Once you’re on the Xfinity Mobile landing page, select the phone line you’d like to upgrade.
4. Under Your devices, select your phone and search for device management to see if your phone is eligible for an Elite Upgrade.
   • Eligible phones will show You can upgrade your device anytime.

Trading in a phone

If you are trading in a phone, your phone must:

• Be in good working order
• Be fully functional
• Be free of damage
• Have the Find My feature disabled or turned off

If your new phone is being mailed to you, your current phone must be shipped and received through the United States Postal Service (USPS) by Assurant, our trade-in partner, within 21 days of the new phone being shipped. If you purchase your new phone in an Xfinity Retail Store, your trade-in phone must be returned at the time of purchase, unless your new phone is being shipped to you. If you meet these requirements, you can choose a new phone. All trade-ins are processed through Assurant and subject to their eligibility requirements, terms, and conditions.

Notes:

• Before trading in your phone, you are responsible for removing all information from it, including confidential, proprietary, or personal information.
• You need to perform a factory reset before trading in your phone. Note that when you perform a factory reset on an Apple or Android trade-in phone, you cannot access any information or data on the phone.
• If you have any questions about erasing personal information from your phone:
  • Refer to the owner's manual
  • Check the manufacturer's website
  • Review Xfinity’s device troubleshooting support page

When your purchase is complete and the current phone is returned to an Xfinity Retail Store or shipped back in good, working condition, Xfinity will waive the remaining balance due.

To get started:

• Visit your nearest Xfinity Retail Store.
• Order a new phone online from xfinity.com/mobile.
• Contact Xfinity at 1-888-936-4968.

Upgrading online 

Follow these steps to complete an Elite Upgrade online at xfinity.com/mobile:

1. Log in to your account and select the Devices tab.
2. Eligible phone will appear as Device upgrade available.
3. Select the phone you want to upgrade.
4. Select Upgrade phone.
5. If eligible, you’ll be asked if you’d like to Shop phones, which takes you to the Xfinity Mobile online store, or to Check compatibility if you already have a phone.
   • If you want to shop online, select Shop phones.
6. Select the new phone you want purchase from the available choices.
7. Select Upgrade existing line and select the color, storage size, and if you want to trade in a phone.
   • If you’re paying for your phone on a DPP, you must return your current phone to have the DPP balance credited. Otherwise, you must first pay the remaining balance on the payment plan.
   • If your current phone is paid in full, you don’t need to trade in a phone, but you’ll receive the maximum discount if you do.
     • If you choose to trade in a phone, you’ll be asked to confirm its IMEI (short for International Mobile Equipment Identity, a unique 15-digit code assigned to all mobile devices).
     • You’ll also need to disable the Find My feature.
       • If you’ve enabled stolen device protection on an iPhone running iOS17.3 or later, you’ll need to turn it off.
       • There may be a delay before you’re able to complete this process based on your phone’s settings.
   • You must purchase a new phone on a DPP to receive the guaranteed premium upgrade discount.
8. Select Next to continue.
9. Confirm the phone you’re replacing, select whether you want to add device protection, and review the estimated monthly charges.
   • If you’re trading in your current phone, you’ll be prompted to answer a few questions about that phone.
   • It must power on and be fully functional and free of damage.
   • You must turn off the Find My feature.
   • You must send in your current phone.
10. Select Continue to proceed with your purchase. 
11. You should see all premium upgrade and new phone details in your cart.
    • Review all information and then select Next.
    • If you are trading in a phone, this is where you will see the trade-in offer.
12. Review your shipping details and update your contact information to make sure the new phone will be shipped to the correct location.
13. Once complete, select Continue to payment.
14. Enter your payment information and review your order details again.
15. When you’re ready to finalize everything, select Place order.

Notes:

• If you selected trade-in later during the order process, you must send your current phone within 21 days of your new phone’s shipment.
  • This does include backorder and pre-order scenarios.
• All phones being traded in must have security features disabled and be restored to factory settings.
  • Apple iPhone users must disable Find My iPhone.

Upgrading at an Xfinity Retail Store or by phone

1. Visit your nearest Xfinity Retail Store or call Xfinity at 1-888-936-4968.
2. A store service associate will confirm whether your phone is eligible for a premium upgrade.
3. If you decide to purchase a new phone, the associate will confirm if your current phone is paid in full or currently on a DPP.
   • If your phone is paid in full, you can choose to keep it or trade it in.
   • If your phone is on a DPP, you must trade in your current phone to have the balance forgiven.
4. The associate will need to confirm your phone is in good working order.
   • Prior to returning your phone you should:
     • Back up your information and data.
     • Disable the Find My feature.
     • If you’ve enabled stolen device protection on an iPhone running iOS17.3 or later, turn it off.
       • There may be a delay before you are able to complete this process based on your phone’s settings.
     • Perform a factory reset on your Apple or Android phone.

Notes:

• Once you perform a factory reset on your Apple or Android trade-in phone, you won't be able to access any information or data on it.
• If you purchase a preordered or backordered phone, you can trade in your current phone later.
  • You’ll keep your current phone while waiting for your new one to ship.
  • You’ll need to mail your current phone to Assurant through United States Postal Service (USPS) within 21 days of the new phone being shipped to you.
• You'll get an email confirmation where you can view the status and progress of your trade-in offer.
• You have 14 days from when your new phone is shipped or purchased to return or exchange the new phone.
• Learn more about our returns policy.

FAQs

What will happen to the balance on the DPP for my current phone?
Once you've met all the requirements and the Elite Upgrade is complete, we'll apply a credit to your account within three billing cycles equal to the remaining balance of your old phone’s payment plan.  

How will the payments work for my new phone? 
The discount on your new phone will be applied as a monthly credit to your account spread evenly over the 24-month term of your device payment plan. The discount will first appear on your Xfinity Mobile account about a month after you have meet all the requirements of the Elite Upgrade program.  

Are there any fees for an Elite Upgrade?
There are no upgrade fees for an Elite Upgrade. 

How will I be notified of the order status of my Elite Upgrade if I returned my device to have my balance forgiven or traded-in a device?
Xfinity Mobile will send you notifications throughout the process, including:

• When your new phone is shipped
• When your new phone is in transit
• When the phone you’re trading in is received and the determination of whether the phone is in the expected condition or not.
• If the phone you’ve traded in doesn’t have the IMEI you entered when going through the sale process.
  • If your phone is ineligible because it’s not in the expected condition or has the wrong IMEI, see the next question.
• If you forgot to turn off the Find My feature.

What happens if my phone is ineligible?
Your current phone may be ineligible to be traded in if it's not in the expected condition or has the wrong IMEI. If this happens, the phone will be returned to you and you will need to pay off the DPP balance for that phone. You'll keep the new phone, but the promotional discounts may be adjusted based on the terms of the Elite Upgrade program.  

If your phone is returned to you because it has the wrong IMEI, you can contact us for help.

How do I track my new phone?
To find out the shipment status of your new phone:

1. Log in to your Xfinity Mobile account and select the Devices tab.
2. Select the phone that’s being upgraded to see the shipment status and next steps.

How do I reprint my shipping label?
To reprint your shipping label:

1. Log in to your Xfinity Mobile account and select the Devices tab.
2. Select the phone that’s being upgraded to see the shipment status and next steps.
3. Select Print return label at the bottom of the page.
   

What if I change/downgrade my Premium Unlimited data option?
Only customers with the Premium Unlimited data open are eligible for an Elite Upgrade. If you cancel or downgrade your Premium Unlimited plan, (a) you will owe us any payment plan credit that was applied to the device your traded in and (b) you will lose any remaining discounts off the monthly DPP for your new device.