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Chriscac0812
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Conversationalist

Regular Visitor

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9 Messages

Friday, March 29th, 2024 2:34 PM

Closed

Retention or Changing Plan

I try to look at plans and make changes and I can't. The address bar has 'pb-error=10.OP-1001' and there is a message

Your order deserves a little more attention.

Unfortunately, we're unable to complete your request online, but our knowledgeable representatives are available to help you right now.

Call 1 (877) 338- 9791

Anyone else deal with this? Why is it so difficult? And have you had luck calling anyone? Very frustrating that it's so much work to try and save money.

Question

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Updated 

1 year ago

98

1

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XfinitySara

Official Employee

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1.8K Messages

1 year ago

Hello, @Chriscac0812! Thanks for reaching out regarding the changes you'd like to make. I know how important it is to maintain the level of service you need while managing a budget, and would be happy to help however I can! Have you checked out our Plan Builder by chance? You may also try shopping our Xfinity Deals (just make sure to click "Sign in here" first) or simply log in to My Account 

and you can manage your services that way! Which site(s) were giving you those errors?

 

We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same services you already subscribe to, in order to see any applicable promotional rate(s) being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!

 

Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our Forums guidelines. You must first create your own public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, and I look forward to assisting you further!

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Chriscac0812

Regular Visitor

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9 Messages

I literally said in the post the message I get when I try to do the plan builder. I can't look at offers at all. I get that message. It's so difficult trying to save money and work with Xfinity. So, no. I can't look at the plan builder or shop deals. It's the Xfinity site giving me these errors and not allowing me to shop. I can't see any rates or prices. So, no. None of this has helped.

1 year ago

XfinitySara

Official Employee

 • 

1.8K Messages

@Chriscac0812 - I apologize for any frustration my reply may have caused. We appreciate you sharing those details, and yes - I did see what you shared in the original post. I wanted to make sure that you were aware of all the ways you can shop for new plans/repackage, in case you hadn't tried every method yet. Thank you for clarfying! We'll be happy to take a look on our end and help you make changes to your plan :) Could you please send our team a direct message to get started?

 

To send a direct message: 

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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

1 year ago

0

Chriscac0812

Regular Visitor

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9 Messages

I sent a message. So, we'll see.

1 year ago

0

BobSole

Regular Visitor

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19 Messages

Good luck to you. I have tried it all. Plan builder, all of the very prominent links encouraging me to revise or update my plan, and so on. I get the same error as you -

Unfortunately, we're unable to complete your request online, but our knowledgeable representatives are available to help you right now.

Call 1 (877) 338- 9791

If you do call, you are in for a very long holdfast. I would prefer that the company be honest and just declare "you must call to discuss plan changes." And perhaps have a dedicated line for that. All this [Edited: "Language"] about self-service and a revised customer experience and revised processes - all just [Edited: "Language"].

(edited)

1 year ago

0

BobSole

Regular Visitor

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19 Messages

@BobSole​ By the way, I also love the "don't call us; we'll call you" message above. In absence of any semblance of service, you don't want to violate any Forum guidelines. Now there's a great service model!

1 year ago

0

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