Frequent Visitor
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7 Messages
Why can't I see options or make any changes to my plan online?
I have never been able to manage any plan changes online. Every time I attempt to do so the only message I receive is"Our plans have changed. Our current plans are more packed with features than the one you're on. If you want to change your plan, select similar services and compare them with what you have now. Nothing is final until you complete your order, so start exploring and customize your plan to fit your lifestyle."
If at click customize the only option provided is to add mobile services. I would like the ability to shop and adjust my plan without calling into customer service and having to sort out what is best on the phone. It would be nice to be able to sit in front of the computer and sort out what is best. How can I make adjustments to my plan?
XfinityMarcos
Official Employee
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2K Messages
4 months ago
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?
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user_ucwl4x
1 Message
3 months ago
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?
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Blackferret64
New Poster
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7 Messages
24 days ago
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.
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user_zogg5t
1 Message
14 days ago
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"]!
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bambooway
Regular Visitor
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5 Messages
4 days ago
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.
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