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user_28pcs3
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09/08/2026 8:43 PM

Billing Subscripction issue

I tried using the Xfinity app to change my speed plan to 2gb since it included the packages I was already using and then I could drop those packages but it gave a prompt to contact live support after sign documentation to submit order and didn’t change plan or speeds.

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19 minutes ago

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EG

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120.7K Messages

1 hour ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityEva

Official Employee

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2.7K Messages

1 hour ago

Hi @user_28pcs3 thank you for reaching out about your plan change. Do you currently have any grandfathered or bundled services you are looking to remove? 

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user_28pcs3

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@XfinityEva​ yes, and I actually got the plan changed but now my internet speeds don’t match my plan speeds. Should be 2GB 

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39 minutes ago

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XfinityQuemekia

Official Employee

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1.4K Messages

No worries, you reached the right place for help @user_28pcs3! 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message:

Ensure you are logged in

 

Click the "Direct Messaging" icon

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.

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.

 

You can see how to send a direct message here, Direct Message Within The Forum.

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19 minutes ago

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