Why can't I see options or make any changes to my plan online?

Hello djs40, I get where you're coming from, I love doing self-service options like that as well. It's possible that we need to troubleshoot those website issues you're seeing. Alternatively, if you're on a grandfathered package or services, you would need to upgrade a modern promotion which may not be possible online. Either way I have you back on this. Are you able to confirm that you're logged into your Xfinity account with the primary user ID?

I've been with Xfinity/Comcast for decades.  Their online services are always suspiciously difficult.  It is difficult to see what is my current package, to view ALL the package options.  To make a change requires a phone call with a 20 minute hold time.  It is obvious to me that the phone and internet interfaces are designed to keep customers from making changes, saving money, basically trapping them into whatever package they were originally sold.  If you need an upgrade-- well you're in luck. Comcast can do that for you almost right away.  Xfinity, why are you so hostile? 

My issue is that I can see offers that I would prefer online, but can't choose them. I see an internet offer for $80 at 1K Gb speed, but when I try and choose a new plan, it takes me right to another screen that only gives plans with more features and costs more for less speed. It almost looks like those cheaper plans are only choosable if you are a new customer, as they give installation costs.

I also have been a customer for decades (reluctantly) and have been frustrated with the lack of ability to change plans online. After going around in circles several times and getting nowhere, I tried Live Chat, but he was absolutely no help.  You would think that after all the years that Comcast/Xfinity has been in this business they would have their act together, but no, their customer service still [Edited: "Language"]!

Xfinity needs to be more transparent about packages and pricing for current customers. I’m unable either independently or via chat to explore alternatives without giving up my current plan in advance.

I’m running into the same, ultra-frustrating experience, which reinforces why customers have always made jokes about how poor the customer service experience is with “cable providers”. Same for the cell phone companies. The reason Xfinity won’t let us change our plans on our own is simple:  Xfinity is being shady, and does NOT want customers to be able to downgrade a plan or remove a service without having someone in sales try to “talk them out of it”. Please don’t give us the crappy answer Xfinity, in this forum or elsewhere, that your plans are “too complex for us to manage on our own”, or that we really need your help on a call or chat session to do it. We realize you’re just doing your job, but that’s BS, and you know it. It’s 2025, and self-service without pressure from a sales rep is what people want. You have no problem with us ADDING a new paid service (i.e.g. Mobile or Streaming) on our own, so why is it too complex for us to downgrade or drop a service?? I simply wanted to downgrade my Internet speed one tier, as my current plan is too expensive, and frankly, overkill for my needs, but now you have me researching alternatives to Xfinity all together as a result of this painful, non-customer-centric experience. I’d rather pay more for an Elon Musk product (i.e. SpaceLink) than continue to deal with Xfinity. FWIW…I do not work for a competitor, nor do I have any skin in the game with SpaceLInk, or any other alternative service. I’m just stick of never having a good reason to stay with Xfinity.