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user_cbdde5
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Visitor

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1 Message

Thursday, July 15th, 2021 12:10 AM

Closed

Can't Change Plan Online

Click the "Change Plan" button at the top of the page and get this error:

We're sorry.

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

I've seen a few other results for this on Google. Has anyone actually gotten this fixed so they were able to change their plan online?

Question

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Updated 

3 years ago

8.2K

7

XfinityRay

Official Employee

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2.9K Messages

4 years ago

Hello, @user_cbdde5. Thank you for being a part of our community and reaching out about changing your plan online. I have seen this as well where not everyone is able to use that feature just yet. It is coming to all of our areas in the future but we are not quite there at this time. Though a lot of our customers are able to use that feature I apologize that you are not. We would be happy to look into our plans and promotions with you. I know ensuring your plan is at the best possible rate is a top priority. 

 

Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

4

0

user_6f0d45

Visitor

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1 Message

@XfinityRay

Looks like you can't make changes to this plan.

Please contact the account owner to continue.

4 years ago

0

CCGina

Official Employee

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800 Messages

Hi @user_6f0d45! That message sounds like perhaps your user ID isn't the primary one for the account and/or your user role is not one that is able to make changes to the package or services. If there is another primary user ID on the account, they would need to change your user role if they want you to be able to make changes that may impact the billing. 

 

If you should be the primary on the account but aren't sure what the primary user ID is, you can use this link to find it. 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

4 years ago

0

user_4b445a

Visitor

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1 Message

How in 2022 during a pandemic that a company forces you to come into their store is beyond me. One of the most shady, pathetic websites out there. 

3 years ago

user_357deb

Visitor

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3 Messages

@user_4b445a​ 

This is not true, they have shady policy here and they are unwilling to change despite many people starting to realize the game and become quite upset. As soon as my neighborhood has a competing option, I will leave xfinity for the simple reason they try hide pricing options and  make what should be an easy shopping experience, absolutely awful. People have to say enough, and call them out and maybe they will change this, but unlikely. This was all but confirmed when I finally had to take time and go the the xfnity store to complain and get someone to do for me, what they prevented me from doing from my home and with options. He told me in no uncertain terms they do it to make it difficult and so you can't see better deals. Xfinity you should at least make sure your own employees tow the line.

(edited)

3 years ago

0

user_d3e4fb

Visitor

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1 Message

4 years ago

Why is Xfinity working so hard to hide all of their packages from customers. Having a website and not even being able to see all the options is not a good look for the company. It isnt like this is a new invention.

0

Blackferret64

New Poster

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7 Messages

4 years ago

I have the same issue. This is ridiculous. This error has existed for years. You can only assume that it's on purpose so that customers will have to contact xfinity in order for their sales reps to talk them into specific plans and make it harder to drop high price options.

1

Michael42949

Regular Visitor

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7 Messages

@Blackferret64  I agree. This is absolutely ridiculous! I am so tired of this corrupted company pulling shady stuff on their customers. 

4 years ago

0

spockweed

Visitor

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1 Message

4 years ago

Same here, I call about one a month and get a run around, and no call back or follow up. Getting fed up and will likely change to another provider.

0

FOGuncg

Visitor

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4 Messages

4 years ago

I went to my local xfinity store since I ran into this issue when my contract expired. The guy there was like I can see your contract has ended and wanted to help me but it wouldn't let him make changes so I have to call for help. It took me thirty five minutes to get to a sales rep to be told the only plan that they had would cost the same amount and with less benefits??? I have been with comcast since 2003 and was with road runner before they bought them out. Maybe it is time to look into a new provider if I can't even see what plans are available and have a decent choice of something similar to what I have. It is amazing a new customer can get the same internet for 40 less than a customer who has been with the service for 18 years...

3

0

XfinityRay

Official Employee

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2.9K Messages

Hello, @FOGuncg. I apologize that your plan was not able to be changed when you visited our store and then for the experience on the phone. I would be happy to look at your account and see what we can do to save money. 18 years is a long time! We appreciate your patronage and we want to turn this situation around.

 

Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

4 years ago

0

user_357deb

Visitor

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3 Messages

@FOGuncg​ 

This is exactly the experience I and so many others have had when you take the time to look around. I have commented on it above. I see the rep has offered to help you get back to where you were. I wonder if they will extend that to the other customers they have treated in this same manner? Xfinity this is not the way.

3 years ago

0

XfinityAmira

Official Employee

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4.2K Messages

Hello @user_357deb, thanks for reaching out on our Forums page. We would love to assist you with your service needs/concerns. You're commenting on a 6-month old thread, please create a new Public Post stating your issue and we would be more than happy to help! Thank you and this post will now be closed and locked. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

3 years ago

0

user_3e953a

Visitor

 • 

1 Message

4 years ago

I actually took the time to call in. I wanted to get rid of some pay channels. The guy tells me verbally it will be $30 less a month.  Then he says click the link on your cell phone to accept the package change and it was only $10 a month.  I was like what happened he said opps i made a mistake. This whole thing is a joke as they are my only high speed option and I work from home i am pretty much trapped using them but i would switch in a second if i could.  The lack of the ability to pick, mix match your own package on line and i have to hang on hold for 30 minutes before i get a human and then have to talk to them for another 20 minutes to get this response is absolutely awful.  Worst customer service ever. 

1

0

XfinityDena

Official Employee

 • 

3.3K Messages

I am sorry for how your experience made you feel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for you with your service. Were you able to get the services you need for your household figured out with the phone representative? If not I would be happy to review the promotions available with you. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon.


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

4 years ago

0

DrCreepy

New Poster

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7 Messages

3 years ago

They don't want you dropping things via their website. They want you to contact them so they can try to talk you out of it or even try to talk you into adding more stuff. 

0

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