Dre1598's profile

New Poster

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4 Messages

Wed, May 12, 2021 10:32 PM

Change package?

I'm having a similar issue. I found out recently that they changed the plan on me again, so some of my favorite channels are in a higher package. Additionally I'm trying to get rid of voice since we no longer need it, but I've been scouring the website and have not seen a way to remove just the voice option without affecting the rest of my package. When I click on the option to manage voice under services, it does not have any option to remove that specific service. And when I select on the option to change plan, it only shows me packages with voice included, and no results when I set the filter to only show me tv and internet. 

Then in addition all the other packages (whether more or less expensive) have less mbps than my current one does. 

I don't remeber it being so difficult to edit my services.

This post was created from this comment on different post

Responses

Official Employee

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2.7K Messages

1 m ago

Hello, @Dre1598! Thanks for taking the time to reach out to us here on the Xfinity Forums, you've definitely come to the right place. Some account management options are restricted online so we can make sure customers reach out for support and we can ensure that those types of changes are done correctly.

For example, if you are disconnecting voice services we need to make sure customers are aware they may lose their number and help them transfer it if they want to keep it. 

 

I know that can be a bit tedious, but we can help you with those changes here quickly and on your time! :)

Please send us a Live Chat with your first and last name as well as your service address so we can assist. 

 

To send a Live Chat, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

Visitor

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7 Messages

1 m ago

At least you can see different plans when you go to Change Plan. Nothing shows up for me and they tell me I gotta call them. Of course everytime I call they tell me that downgrading my service is going to cost more. 

Official Employee

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212 Messages

Hi @joshua909net, thanks for engaging on the forums. We're expanding our self-service options on the websites based on customer feedback, though options may be limited currently, especially if the account is in an existing discounted rate.

 

We can definitely take a look and see what offers are available, offers do vary based on a number of factors, and our plans change based on feedback received and consumer interest. If you'd like, I'd be happy to take a look over the account with you tonight. You can send us a peer-to-peer message and myself or one of my coworkers can assist.

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