Reztips6's profile

New Poster

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1 Message

Fri, Dec 25, 2020 9:00 AM

Cannot Change Plan Online

I am a an existing customer and attempting to change my plan since my previous promotion expired.  When I click on any "Change Plan" link anywhere on xfinity.com, it redirects the browser to an error page that says:

 

We're sorry.

Please contact us and one of our friendly and knowledgeable representatives can help.

 

Can this be fixed so I can browse available plans?

Responses

ComcastAmira

Official Employee

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2.3K Messages

5 m ago

Hello @Reztips6, thanks for reaching out to us about this concern on our Forums page. We are so happy you want to continue service with us and I definitely understand your concerns around not being able to change your plan online. This is a known issue we're working on correcting as soon as possible. I do apologize for any inconvenience or frustration this is causing, but my team would love to assist you with reviewing available promotions/plans. To further assist, can you please send me a Private Message including your first and last name as it appears on the account?

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".

I am an Official Comcast Employee.
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msheldon

Contributor

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31 Messages

Here is it 5 months later and the same error message is posted when trying to change your plan online.    It seems this "error" message is by design in order to force intercept by a Comcast/Xfinity sales representative.    In the last 3 years, I've seen my monthly bill increase by nearly 30% and even with a reduction in several services including Xfinity's decision to terminate Norton at the end of 2020 (which I've had to pick up oop).    Verizon sales people are now actively canvassing my community in person every weekend and after being with Comcast/Xfinity since the company's inception (I was the first person in my town to have their internet service in early 2002 and spent a great deal of time with their engineering staff for a few months as they used my account to work out several early glitches in their networking system), I'm just about ready to switch.

Official Employee

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102 Messages

Hello @msheldon and thank you for your feedback about your Comcast account. We appreciate your loyalty and would hate to see you change providers. Please feel free to send us a private message with your name and address so we can be able to review the best options and offers with you. We look forward to hearing from you. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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2 Messages

How about we stop replying with "Private message us to go over plans" and instead just fix the issue. Please don't respond with a private message auto response. Just fix it. Please.

New Poster

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2 Messages

1 m ago

Apparently, the "problem" of online information about plan offers has not been resolved in the past 4 months because I have tried to view options with my plan expiring soon.  In addition, one cannot "click my name “ComcastAmira” and click “Send a message"" either.  Can someone, ANYONE give me a contact or phone number to email or call?  If not, I'll be forced to pursue other options.

Official Employee

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195 Messages

Hello, @, thank you for taking the time to reach out in our forum and being so proactive about finding a new promotion. I always like to tackle these types of account issues before the change also, so I totally get where you're coming from. I can definitely help with your repackaging concerns and will stick with you until you're taken care of. I know that this error message does pop up when there aren't any online-only promotions that you're eligible for, so that might be why you're seeing this. I can take a look on my end for you, to see what options I have. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? We've had a relatively recent makeover for our Forum, so those older instructions are no longer up to date but thank you for trying! 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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2 Messages

1 m ago

It is simply their standard operating procedure; they want us on the phone with a retention salesperson. 

They will never admit that but that's the fact of this matter. An "error" by design.

I wanted to do the same thing, dump the X1 ripoff package I am on at $235.00 a month and

am going internet only, period.

Official Employee

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155 Messages

Hello, @Blaise_Bloomer. We want to ensure you're on the plan that you want, so you can fully enjoy our services. I'd love the chance to review offers with you for internet-only. Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

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10 Messages

1 m ago

Same issue here. I have triple play and wanted to either downgrade or get a new 2 year offer for triple play. But the site doesn't work. ComcastChe helped me years ago on here but it seems she no longer works here. 

Official Employee

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207 Messages

Good morning, @araposo8. I can understand the need of wanting to get on a plan that works for you. We are always happy to help review options for you. :) Please feel free to send us a PM at your earliest convenience with your name and address. 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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