Welcome to Xfinity Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,843,564

members

1,177

online

36,419

topics

Top

Unable to shop or upgrade online

ANSWERED
Frequent Visitor

Unable to shop or upgrade online

Was looking to upgrade to faster service but keep getting message: "We’re sorry, it looks like you'll need some help completing your order" with a number to call.

I don't want to wait on hold for 45 minutes for the next available CSR only to be connected to someone that I can't understand. It is much prefered to be able to do everything online

Accepted Solution

Re: Unable to shop or upgrade online

54751, I've moved you to the package we discussed in private message. Let me know if you need anything else. Have a great weekend. 

View answer in context
Official Employee

Re: Unable to shop or upgrade online

Hello 54751. I can assist you with upgrading your internet service. I understand waiting on hold for the next available representative is frustrating. Please tell me which faster service and offer details you were looking for via private message and also include your full name, service address, and account number. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Frequent Visitor

Re: Unable to shop or upgrade online

>>Please tell me which faster service and offer details you were looking for <<

 

Well that is the problem, I can't get to the Shop/Upgrade page to see what is available

Official Employee

Re: Unable to shop or upgrade online

Can you visit this link: https://www.xfinity.com/learn/internet-service/speed


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Frequent Visitor

Re: Unable to shop or upgrade online

Yep, can get there, but when I click on the "shop offers" link on that page it just gives me the "we're sorry" message again

Official Employee

Re: Unable to shop or upgrade online

Are you logged into your account when this happens? If so, try logging out, and then enter your address as a new customer. Does that work?


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Frequent Visitor

Re: Unable to shop or upgrade online

Okay, that made progress. Only problem now is all internet packages say "Requires subscription to Digital TV or Xfinity Voice" and all I want is internet only.

Official Employee

Re: Unable to shop or upgrade online

It should say: An XFINITY account already exists at this address. Is this account yours?

 

Did you choose the option that says "No, I am moving here as a new customer. -View Deals"

 

(Doing this will allow you to view which speed tier are available in your area. Some of these promotions are limited to new customers.) 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Frequent Visitor

Re: Unable to shop or upgrade online


ComcastJoeTru wrote:

It should say: An XFINITY account already exists at this address. Is this account yours?

 

Did you choose the option that says "No, I am moving here as a new customer. -View Deals"

 

(Doing this will allow you to view which speed tier are available in your area. Some of these promotions are limited to new customers.) 


Yes I got the account already exits at this address, but I selected this is "my address and I want to upgrade" at which point it showed 3 available packages and they all said Tv or Voice service was required to qualify. At the moment xfinity.com is now unresponsive so am unable to proceed further.

 

 

Internet.jpg

Official Employee

Re: Unable to shop or upgrade online

If the site is unresponsive, you may need to check on your browser. Perhaps clear your cache and cookies, or try another browser.

 

Also, the reason why you are seeing the packages for TV or Voice required, is because you chose  upgrade. Our site has recognized the service that exists at your location and is offering based on eligibility. If you choose instead "I am moving here as a new customer. -View Deals", you will have all offers that are available to new customers. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Frequent Visitor

Re: Unable to shop or upgrade online

Have sent you a PM with requested info

Official Employee

Re: Unable to shop or upgrade online

54751, I've responded to your private message. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Official Employee

Re: Unable to shop or upgrade online

54751, I've moved you to the package we discussed in private message. Let me know if you need anything else. Have a great weekend. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Frequent Visitor

Re: Unable to shop or upgrade online

Thank you Ken and Joe!

New Poster

Re: Unable to shop or upgrade online

Can,t get yo channel 570 reelz to upgrade online
Official Employee

Re: Unable to shop or upgrade online

Closed old thread


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Official Employee

Re: Unable to shop or upgrade online

Hi 54751, thank you for working with us in private message and if you are still in need of assistance please let us know.

 

 

Thank you 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Forums Tips and Tricks:
Tagging Posts... See More
Discussion stats
  • 16 replies
  • 1475 views
  • 0 kudos
  • 5 in conversation