U

Visitor

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2 Messages

Wed, Jun 8, 2022 7:54 PM

change plan

My agreement is over and i'm unable to change my plan online. When selecting change plan it takes me to a page to contact xfinity. 

Accepted Solution

XfinityEricB

Official Employee

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416 Messages

6 months ago

I got your approval, and completed the order! You will get an email confirmation for your records as well in the next 3 hours. Please remember to return the TV box to prevent being charged for it monthly when you won't be able to use it. I appreciate you working with us today to get the repackage done for you today, and you have a great rest of your day!

Visitor

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2 Messages

@XfinityEricB​  Thank you for the assistance ! 

XfinityEricB

Official Employee

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416 Messages

6 months ago

Hello @user_db8f0f, and thank you for reaching out about wanting to change your plan around. I would be happy to assist getting the change request in for you today! Can you send us a private message with your full name, name of account holder (if different), and service address?

To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

XfinityEricB

Official Employee

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416 Messages

6 months ago

I sent the order to the phone number you provided. If you have any questions before approving, please let me know. -Eric

Regular Visitor

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12 Messages

4 months ago

Why is this one of the most common post on here? Why won't xfinity do something about this? This has been going for months, for me personally, and confirmed by posts here. I have seen similar posts as recently as several days ago. As you frustratingly fight through this tortuous nonsense, you might even stumble on a humorous note from Tom Karinshak, Executive Vice President and Chief Customer Experience Officer at Comcast. His note outlines the company's customer service commitment. Of course, your next click will make you feel like a dirtbag.

Visitor

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3 Messages

@BobSole​ This has been going on for over two years. "https://www.xfinity.com/error/buy/sorry" They want to get on the phone and wait for hours and tell you they can't make your plan any better than what you have. 

Official Employee

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1.4K Messages

@FOGuncg I truly am sorry for the error you are receiving when trying to change your plan. Our team of experts here would love the opportunity to assist you. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Contributor

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26 Messages

@FOGuncg​ Yup. had that experience. Customer service should not take an hr or longer. They too busy trying to upsell even though your issue is billing error.

Frequent Visitor

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7 Messages

4 days ago

I have trying to change my plan online for the last month and keep getting the We need a little more info error. I would like to decease my internet speed to connect more and keep my current channels. Calling the customer service is a joke. I called twice and both times they acted like they couldn't hear me and hung up.

Official Employee

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150 Messages

@eliisrobin Thanks for reaching out to us, I can help with your account change request. Would you please send a direct message with your name and complete service address to get started? 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Contributor

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26 Messages

@eliisrobin​ have you tried chatting online.

Visitor

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1 Message

Good Afternoon I have try for a 2 weeks to get help changing my plan or getting a better deal without any kind of help. not even when I visit twice the Xfinity store, They act like they don't care if you stay with Xfinity or change provider. Please, let me know if there is a way that I can get in contact with an employee that cares about his job and help me fix this issue

Visitor

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5 Messages

3 days ago

Please help me. My issues are very similar. I even spoke with a supervisor who said she changed my plan and sent a change order. Nothing changed. The only change I would like to make is to increase to 185 channels, keep 800 mbps internet speed and keep my home protection as is. The savings is >$50/month. 

Regular Visitor

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12 Messages

@user_a99eca​ Good luck to you. Good luck getting help. Xfinity recently made a big deal rolling our their revised/refined customer experience. But it's the same old unhelpful experience if trying to manage your plan. There are prominent links in several places implying that you can click and get information about plan and pricing options. In the end, you get the very same "call us" box. So much for the improved customer experience.

The new purple colors are nice, I suppose...

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