Visitor
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5 Messages
Issue with updating internet-only subscription
I have the Gigabit internet service (1100 speed).
On Tuesday 4/22/25, I chatted with Ayush for nearly 2 hours and was unable to finalize the new plan. He sent me a link and the link was processing for 10 minutes and did not complete. So he claimed that he processed the order himself:
I would like to inform you that I have made the necessary changes to your account and you will also get the email confirmation. Please, do not worry at all, you will not have to face any issue after this.
Jared, the new plan will take 24 hours to update on your account, and once it updates, you will receive an email confirmation.
Since I never received a confirmation email from Xfinity, I engaged SMS chat again yesterday 4/23/25. I chatted with Ashish for nearly 40 minutes, just to have him add some notes to my order and indicate that I should receive a confirmation email within 2 hours:
I have checked your account and can see that the deal is pending. Rest assured, it takes time, and I am adding notes from my end. I assure you that you will be notified at your email address.
I apologize for the delay. Rest assured, I will add the notes, and your order will be completed within a couple of hours. You will be notified at your email address.
Rest assured. Please understand that sometimes it takes time, and I am adding notes from my end. This will help complete your order as soon as possible.
It's now been over 48 hours since my original contact to update my subscription. How can I get this finalized? Is it possible to speak with a real agent regarding this issue? The Xfinity phone customer support seems geared towards dumping people in the SMS chat.
Accepted Solution
XfinityAdrienne
Official Employee
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1.2K Messages
1 day ago
Hey there, jaredb24! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with getting your package changed, it certainly is not what we want for our customers. If there was Xfinity Voice on the order in an form, there is typically a 24-72 hour delay for the order to close fully. We would be more than happy to look into the details with you, and ensure it is closed as soon as possible. Can you please send us a DM to get started?
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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
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jaredb24
Visitor
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5 Messages
1 day ago
Why is this post marked Private? It appears that someone responded to this post, but looks like I cannot see the response since this post is Private.
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