If you have Xfinity Mobile with Mobile Plus or Premium Unlimited, you may be able to upgrade your phone anytime and get savings on a new phone. This benefit was previously called Elite Upgrade.
This benefit is only for phones. Tablets and smartwatches are not eligible at this time.
Notes:
- For help with adding a new line, see how to add a line to your Xfinity Mobile account.
- For help with activating a phone or a tablet, see how to activate your mobile phone or tablet with Xfinity Mobile and NOW Mobile.
- For help with tracking your upgrade, see How do I track the status of my upgrade or trade-in with Xfinity Mobile?
Upgrade anytime eligibility
To qualify for an upgrade anytime, you must:
- Have Mobile Plus or Premium Unlimited.
- Upgrade anytime is not available with other mobile plans.
- Buy your new phone on a device payment plan (DPP).
- Your new device discount will appear as a monthly credit spread out over the duration of the payment plan.
- Keep your Mobile Plus or Premium Unlimited plan during the full length of the new phone payment plan.
- Keep your account in good standing.
- Wait 60 days from your previous upgrade before requesting your next upgrade.
- New Mobile Plus or Premium Unlimited customers can enjoy this benefit right away — no need to wait two billing cycles.
If your current phone is on a DPP with an existing balance, return 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 returning or trading in meets the eligibility requirements below:
- Be in good working order
- Be fully functional
- Be free of damage
- Have the Find My feature disabled or turned off
- Before trading in or returning 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
Upgrade anytime is not available with other Xfinity Mobile plans.
Returning or trading in a phone
If your new phone is being mailed to you, your current or trade-in 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. You can also take your trade in device to any Xfinity Retail Store to finish the trade in.
If you buy your new phone in an Xfinity Retail Store, your current or trade-in phone must be returned at the time of purchase, unless your new phone is being shipped to you.
All trade-ins are processed through Assurant and subject to their eligibility requirements, terms, and conditions.
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 using the Xfinity app
Follow these steps to upgrade anytime using the Xfinity app:
- Sign in to your account using the Primary or Managers Xfinity ID and password.
- From the Services tab, select Mobile lines and data usage located within the Mobile services card.
- Once you’re on the Xfinity Mobile landing page, select the phone line you’d like to upgrade.
- Under Devices, select your phone and search for Device management. If your phone is eligible you’ll see Your device has anytime upgrade.
- Continue at Step 5 under Upgrading online.
Upgrading online
Follow these steps to upgrade anytime online at xfinity.com/mobile:
- Log in to your account using the Primary or Manger’s Xfinity ID.
- Select the Devices tab.
- Eligible phones will appear as Eligible for an upgrade or Eligible for a device upgrade.
- Pick the phone you want to upgrade.
- Select Replace your device.
- Select Shop new devices.
- Pick the new phone you want purchase from the available choices.
- Select the color, storage size, and if you want to trade in a phone.
- Select Continue.
- Select the phone you’re replacing.
- Here you will see if your phone is eligible for upgrade anytime and if its eligible for a promotion.
- If you’re returning or trading in your current phone, you’ll be prompted to answer a few questions about the device’s condition.
- If trading in a different device:
- Provide the brand, device type (tablet, phone or smartwatch), model, original carrier, storage size, and answer the questions about the device's condition.
- Select Submit to receive your estimated trade-in value.
- Select if you want to add device protection.
- Device protection is included with Mobile Plus, so you won’t see an option to add it separately.
- Here you will see if your phone is eligible for upgrade anytime and if its eligible for a promotion.
- Click Continue to proceed with your purchase.
- You should see all upgrade anytime 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.
- 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.
- Enter your payment information and review your order details again.
- When you’re ready to finalize everything, select Place order.
Notes:
- You must retun your current phone or trade-in device 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
- Visit your nearest Xfinity Retail Store or call Xfinity at 1-888-936-4968.
- A store service associate will confirm whether your phone is eligible for the upgrade anytime program.
- 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 return your current phone to have the balance forgiven.
- 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.
- Prior to returning your phone you should:
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 return or 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 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 upgrade anytime is done, 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 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 upgrade anytime program.
Are there any upgrade fees?
There are no upgrade fees for upgrading your device anytime.
How will I be notified of the order status of my device if I returned my device to have my balance forgiven or traded-in a device?
Xfinity Mobile will send you updates 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.
For more details on how to track the status of your trade-in see, How do I track the status of my upgrade or trade-in with Xfinity Mobile?
What happens if my phone is ineligible?
Your current phone may be ineligible to be returned or 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 upgrade anytime 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?
You can log into your account online or use the Xfinity app. For more details see, How do I track the status of my upgrade or trade-in with Xfinity Mobile?
How do I reprint my shipping label?
You can print your shipping label again using the Xfinity app or by signing in to your Xfinity Mobile account online. If you're using the Xfinity app, you can also show a QR code at a USPS location. USPS will scan the QR code and print the shipping label for you. For more details see, How do I track the status of my upgrade or trade-in with Xfinity Mobile?
To reprint your shipping label from your Xfinity Mobile account online:
- Log in and select the Devices tab.
- Select the phone that’s being upgraded to see the shipment status and next steps.
- Select Print return label at the bottom of the page.
What if I change/downgrade my Mobile Plus or Premium Unlimited mobile plan?
Only customers with Mobile Plus or Premium Unlimited are eligible to upgrade their device anytime. If you cancel or downgrade your Mobile Plus or Premium Unlimited plan, (a) you will owe us any payment plan credit that was applied to the device you traded in and (b) you will lose any remaining discounts off the monthly DPP for your new device.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.
