I pay monthly for the TMobile Jump Upgrades...Have for 6 yrs. I went to the store to use my Jump Upgrade and was told my plan was retired. I was told to contact customer service. After 30 minutes trying to explain what the Jump Upgrade was as shown in my paperwork I ended the call. Has anyone else had success in trying to use the Jump Upgrade? I am paying monthly for it, how can I not use it?

The Protection 360 feature has many great benefits. While you are making payments on a phone, you do have the option to upgrade it once you pay off at least 50%.The benefits are not just while you are paying off the phone. As long as you have the feature, it also covers your phone with an extended warranty for any mechanical problems and insurance coverage for loss or damage. If your phone is fully paid off, then upgrading is it not technically considered a Jump; it's just a normal trade in. The best part about having a device fully paid off is that you can usually use them for the best trade-in promotions.

Jump Upgrades | Comunidad de T-Mobile