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Requires me to call to manage my plan

New Poster

Requires me to call to manage my plan

When I click on "Manage My Plan" it says 

We’re sorry,
it looks like you'll need some help completing your order.

Contact us at 1-877-680-7173.

I don't need help. I need access to this page. 

Official Employee

Re: Requires me to call to manage my plan

I've replied to your private message, jan84. Please respond via private message with the requested verification information at your earliest convenience. Thank you.


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New Poster

Re: Requires me to call to manage my plan

I get the same message (and have for quite some time).  I was able to call-in and discuss plans etc., but it is very inconvenient to not be able to even see my current plan, never mind not being able to see what other options are available.  When you call, all the agent can do is try to find some change options for you, but it is hard to do a good comparison when you are comparing plans that have, e.g., 400 channels vs. 600 - does comcast really expect an agent can verbally described all the differences accurately?  And then it got complicated very fast: well, we can drop all the premium channels to save you money, but then you'll have to pay for all the equipment that is currently covered by your current package, etc. and you won't really save any money (which is probably true, but you have to trust the agent without any hope of verifying).  Without having all the plans laid out in front of you, it is difficult and frustrating to try to find out what is best. From viewing the forums, I'd say this is a very wide-spread problem and either Comcast is incompetent in fixing their website or is intentionally driving people to call to be able to try to sell upgrades (or in my case ensure I didn't downgrade to save money).  In either case, this is not good customer service/support. One does have to wonder, why is the "manage my plan" option even on the webpage if it won't work?

Official Employee

Re: Requires me to call to manage my plan

Hello, kgccom - My apologies for the inconvenience. We are making changes to our Shop/Upgrade page to make sure it works properly and provide an accurate information. If you would like to see what packages we currently have available, I'd be happy to assist you. Please send me a private message with your name, address, and a phone number, so I can proceed. Thank you in advance. 

 


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Regular Contributor

Re: Requires me to call to manage my plan

i am having the same issue ELLA when will the page be fixed? i want to be able to add upgraded internet speed when they launch/become avabile without having to call in about it or at least see that its avaible now the only way i can do that is to check the new coustmer page.

Official Employee

Re: Requires me to call to manage my plan

Hi, dkinley1 - I fully understand your concern, it's definitely a big issue when there is no way to manage plan online. I don't currently have any timeframe when it's going to be fixed but I can offer you my assistance with any package changes. 


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Regular Contributor

Re: Requires me to call to manage my plan

Ok thanks for the offer i was trying to upgrade to extrme pro or gigabit if it is or becomes available
Official Employee

Re: Requires me to call to manage my plan

@dkinley1 - The Extreme Pro and Gigabit are not available in your area yet. If you get any issues next time you check the available speeds in your area, feel free to reach me and I will research it for you. 


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Regular Contributor

Re: Requires me to call to manage my plan

Ok thank you ELLA and their is no launch dates as of yet that you see they keep telling me different dates that aren't true
Official Employee

Re: Requires me to call to manage my plan

I don't see any launch dates as of now. However, it doesn't mean we are not planning to provide these speed tiers in your area. It just can take some time. 


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Regular Contributor

Re: Requires me to call to manage my plan

Ok thanks Ella for the help

New Poster

Re: Requires me to call to manage my plan

how do I send a private message to a comcast employee like ella?

Official Employee

Re: Requires me to call to manage my plan

Hello, and thank you for reaching out to us. I would be happy to assist you from here.Can you verify your account information with me? I would need your phone number, full name, and service address. You can private message me by clicking my name and clicking private message.


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Regular Visitor

Re: Requires me to call to manage my plan

It won't let me private message, and I'm trying to access my Manage Plan page. Could someone private message me? I'm tired of having to call to discuss things that should be easily visible to me in seconds online.

Official Employee

Re: Requires me to call to manage my plan

Hi duffythethird, I have sent you a private message.

 

Thank you


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Official Employee

Re: Requires me to call to manage my plan

Hi duffythethird, thank you for working with me via private message and glad we were able to find a promotion for you. Please let us know if you have any questions in the future.

 

Thank you


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