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user_297vc7
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Visitor

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2 Messages

Thursday, February 26th, 2026 9:07 PM

Unable to downgrade mobile plan

I switched my Xfinity Mobile plan from Unlimited to Premium Unlimited back in October because I needed the 5G hotspot while I was out of town for a week. I've called every month since then to downgrade my  plan back to Unlimited. Support tells me it's been taken care of and will be reflected on my monthly renewal date. For whatever reason, it never downgrades and then I have to call for a credit. I've spent probably 10 hours on the phone with support trying to resolve this. I am on my way out the door. This is my last attempt.  Why cannot you not switch this back? 

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XfinityDuron

Official Employee

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532 Messages

1 hour ago

Hello @user_297vc7, have you tried making these adjustments in your Xfinity app? You have full capability to make those adjustments. 

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user_297vc7

Visitor

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2 Messages

Yes, but it says I'm scheduled to downgrade on Feb 20th (which obviously is in the past), and so where I'm supposed to click to change the plan says "scheduled" and I can't change anything.

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1 hour ago

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XfinityJohnG

Official Employee

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2.5K Messages

Thank you for the picture, and for trying that change through the app. I will be happy to take a look further into that account. Can you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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

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1 hour ago

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