bond80's profile

Regular Visitor


1 Message

Fri, Jan 15, 2021 12:00 PM


Cannot change plan or view offers online

I am not able to change my plan or view offers online. Whenever I go to the "change plan" tab after signing into my account, I always get this error message :



Looks like you'll need some extra help completing your order.

Thanks for getting started! Since Flex is in your plan, the Xfinity Assistant can help complete your order online. Or, you can call 1-800-XFINITY.



I tried calling Xfinity and using the assistant but they are unable to understand the problem or help. I checked the messages posted here and found that this has been a common problem across lots of customers over the course of 2020 and seems to be related to the "Flex" service that was enabled for free on my account. Although there were comments in early 2020 saying that this issue is being looked into, it doesn't seem like it has been resolved yet! Some posts suggest that canceling the Flex service resolved their issue and they were able to view their internet offers and select new plans, but I can't seem to find a way to cancel Flex online either. Can someone help? 


p.s. I have internet only service but added Flex which was offered for free last year. 

Official Employee


514 Messages

1 y ago

Thanks so much for taking the time to reach out to us regarding plan changes. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. We always have offers and options, available for our current customers I would love to get you set up with an account review. Can you please reach out through private message (find out how through this link with your first and last name, name on the account if different, and service address? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information:;



7 Messages

Did you ever get a resolution? I am having the same issue and because of it, I am unable to sign up for the emergency broadband discount, which for whatever reason tries to look at services.

Official Employee


442 Messages

Hi, @ user_a04e5f! Thanks for using our forums page to reach out for help with signing up for our awesome [emergency broadband program]( I am sorry to learn about this experience as I understand the importance of taking advantage of this great program to help with staying within a budget. Here are the steps below for how to apply. Please let me know if you have any additional questions or concerns.


1.       Qualify. All non-Internet Essentials XFINITY internet customers must confirm their eligibility with the program’s National Verifier: [Confirm Eligibility](

2.       Connect. Sign up for Internet services. If you're already a customer, move to Step 3.

 [Apply for Internet Essentials](

 [Shop for internet](

3.       Access your bill credit. Once you’ve confirmed eligibility and connected to Internet services, use our simple application form to easily enroll in the benefit: [Start EBB application}( 

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1 Message

6 m ago

of course its a common problem.  Their business strategy is to deliberately confuse and make it hard to change so people overpay.   Enjoy it while it lasts xfinity because your customers are fleeing in droves



1 Message

5 m ago

7 months later and every time I try to modify my plan, I get the "Sorry" message, please call.

I can't even see what package are even offered!!

I've switched over the years back and forth between Xfinity and Verizon.  Both have been terrible but maybe it's time to switch back to Verizon.  Xfinity doesn't allow you to see nor change anything online!  Terrible website and horrible way to treat your customers.

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