How to request an early upgrade

Xfinity offers early upgrades for customers interested in getting a new phone before they have fully paid for their current phone.

To confirm if you are eligible for an early upgrade, visit Can I upgrade my phone early? Or if you have Xfinity Xfinity Mobile’s Premium Unlimited service, you can use the Elite Upgrade program to upgrade your phone up to two times per year.

Upgrading early online

Follow the steps below to complete an Early Upgrade online at xfinity.com/mobile:

1. Log in to your account and select the Devices tab.
   • Eligible devices will appear as Device upgrade available.
   • Devices not eligible for an Early Upgrade will show you what it will take to make the device eligible.
2. Select the device you want to upgrade.
3. Select Upgrade now.
   • You will be asked if you’d like to Shop now, which will take you to the Xfinity online store, or Find a store, which will help you find the nearest Xfinity Retail Store.
4. If you wish to shop online, select Shop now.
   • You will then be presented with available phone options.
5. Select the new device you want to upgrade to, customize it to fit your needs, and then select Next.
6. Choose to pay in full, pay through a device payment plan (DPP), or trade in an additional device for credits.
   • If you choose to trade in an additional device, you will be asked to confirm the IMEI of the device.
   • You will also need to disable the "Find My" feature. If you have enabled stolen device protection on an iPhone running iOS17.3 or later, you will need to turn it off.
     • There may be a delay before you can complete this process based on your device’s settings.
7. Confirm which device you’re looking to upgrade.
   • If you select a device that is not eligible for an Early Upgrade, you will be shown with options on how to upgrade, like paying off the device.
     • If you want to make the device eligible, select Make a payment. You can then either pay it off in full or pay off enough to be eligible for an Early Upgrade.
8. Answer a few questions about your Early Upgrade phone, then select Continue.
   • You will need to meet all terms and conditions to proceed, which include:
     • Your phone must power on and be fully functional.
     • It must be free of damage.
     • You must turn off any "Find My" features, disable security features, and restore the phone back to factory settings.
     • You must send in your current phone.
9. Review all information and then select Next.
   • If you are trading in a phone, this is where you will see the trade-in offer.
   • Trade-in later sales require you to send your old device within 21 days of your new device’s shipment.
     • This does include backorder and pre-order scenarios.
10. Review your shipping details and update your contact information to make sure the new phone will be shipped to the correct location.
    • Once complete, select Continue to payment.
11. Enter your payment information and then review your order details one more time.
12. Select Place order.

Upgrading early at an Xfinity Retail Store or by calling Xfinity

You can also perform early upgrades at your nearest Xfinity Retail Store or by calling Xfinity at 1-888-936-4968.

An agent will confirm whether your phone is eligible for early upgrade, based on the number of payments remaining. Your current phone needs to be at least 50% paid off. If your phone isn’t eligible for Early Upgrade, you can make an additional payment to make the phone eligible.

The agent will then review your phone’s condition. The phone needs to be in like new condition.

Prior to returning your device you should:

• Back up your information and data.
• Disable the "Find My" feature.
  • If you have enabled stolen device protection on an iPhone running iOS17.3 or later, you will need to turn it off. There may be a delay before you are able to complete this process based on your device’s settings.
• Perform a factory reset on your Apple or Android device.
  • Once you perform a factory reset on your Apple or Android trade-in device, you won't be able to access any information or data on this device.

If you purchase a pre-order or back-ordered device, a trade-in later offer is started. You will keep your trade-in device while waiting for your new device to ship. You will need to mail your trade-in device to Assurant through USPS within 21 days of the new device being shipped to you.

You'll get an email where you can view the status and progress of your trade-in offer. You have 14 days from when your new device was shipped or received in-store to return or exchange the device. The phone cannot be returned once it is mailed out or handed over at the store.

Learn more about our returns policy. Note that phone exchanges for the same upgrade cannot be done multiple (more twice) times.

FAQs

Order tracking

How will I be notified of my early upgrade's status?
You'll receive emails when:

• The new phone ships.
• The new phone is on its way.
• Your old phone is received.
  
  • If your device is deemed ineligible due to it being damaged or having the wrong IMEI, see the Devices section of the FAQs for more information.
• You need to turn off “Find My” device feature on your old phone.

How do I track my order?

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

How do I reprint my shipping label?

1. Log in to your Xfinity Mobile account online and select the Devices tab.
2. Select the device that’s being upgraded to see the shipment status and next steps.
   
   
   • From here you can select Print return label.
     

Phones

Which phones can be upgraded?
All phones purchased through Xfinity Mobile that have been paid off 50% or more are eligible to be upgraded.

The upgraded phone may be paid-in-full or through a DPP. Tablets and smartwatches are not eligible for the Early Upgrade program.

WWhat happens if my old phone is ineligible or rejected by Assurant?
Your device may be deemed ineligible if it's broken, damaged, or has the wrong IMEI. If this is the case, the device is returned to you. You will keep the new phone, and its cost will be applied at the full price without any discounts or credits. Any promotional offers for the new phone are removed.

If the old phone hasn't been fully paid off yet, that balance also returns to your bill, and you'll be responsible for paying the remaining balance.

If Assurant deems the old phone ineligible, you can opt to return the new phone, as long as it's returned within the 14-day return and exchange policy window. After this time, it is no longer returnable.

If your device is returned due to the wrong IMEI, you'll need to contact Xfinity for further support.

I'm enrolled in Apple's upgrade program. If I buy my new device through Apple, will it work with Xfinity Mobile?
Devices purchased through Apple can be added to a new or existing line with Xfinity Mobile.

If you choose to buy your device directly from Apple be sure to select the Buy without a carrier option during the order process. When you get your device, bring it to an Xfinity Retail Store or chat with us.

If you already have an Xfinity Mobile nanoSIM card or purchased an eSIM-compatible device:

1. Log in to your account.
2. Visit the Devices page to set up your new phone on an existing Xfinity Mobile line of service.