change plan

I am simply trying to adjust my plan, here is the gauntlet:

Live Agent

Xfinity Assistant is a virtual assistant, and some responses may be AI generated. To help improve and personalize your experience, your chat may be monitored and recorded. By starting this chat, you agree to the recording and collection of your information. See our Privacy Policy for more details.

Today

1:36 pm

Good afternoon, Joseph.

How can I help you today? You can ask me questions like "Why are there new charges on my bill?" or "What is my account number?".

Or, you can pick an option.

Si deseas ayuda en español, deberás configurar el idioma de tu dispositivo o navegador preferido al español.

Thanks for your payment!We received the recent payment you made.

Join Xfinity RewardsUnlock special perks just for being a customer. There's no cost to join, no points to track, and signing up is easy.

Manage my accountTroubleshooting helpBilling and paymentsView my WiFi infoHelp with Xfinity EmailXfinity Privacy Center

Manage my account

Plan DetailsYour plan includes Xfinity Internet, TV and Voice services

How can I help you with your plan?

View my plan detailsChange my Xfinity planChange my devicesChange my account settings

Change my Xfinity plan

What changes would you like to make to your Xfinity Plan?

My Xfinity InternetMy Xfinity TVMy Xfinity VoiceMake temporary changesShop for new offerCancel my plan

what is the phone number to change plan. not working online

Plan DetailsYour plan includes Xfinity Internet, TV and Voice services

How can I help you with your plan?

View my plan detailsChange my Xfinity planChange my devicesChange my account settings

phone number please

Thanks, I can help with most issues, but I'll put you in touch with an agent if you need more assistance. What do you need help with today?

Billing questionsTroubleshooting helpInternet questionsTV & Streaming questionsXfinity Voice questionsXfinity Home questionsActivation questions

phone number to live person

Thanks, I can help with most issues, but I'll put you in touch with an agent if you need more assistance. What do you need help with today?

Billing questionsTroubleshooting helpInternet questionsTV & Streaming questionsXfinity Voice questionsXfinity Home questionsActivation questions

Billing questions

How can I help you with your bill?

PaymentsView my billExplain my chargesChat with an agent

Chat with an agent

No problem. I'll put you in touch with a live agent now.

Live chat started.

Jasmeet joined the chat.

Hi Joseph, thank you for contacting Xfinity. My name is Jasmeet. I see you may have questions about your bill. Is that correct?

no. i am trying to change my plan and nothing is allowing it online

I apologize for the inconvenience

I appreciate you bringing this to my attention. I'm happy to help you.

May I have your full name and address to verify the account

Joseph Hardy, 3883 Meadow Wood Dr, El Dorado Hills, CA 95762

Perfect! Thank you for the information.

Please allow me a couple of minutes to review the account information.

Thanks for waiting.

I really appreciate your time and patience

As I can check the details on your account I can see that you are using cable, internet and voice services with us on this address 3883 Meadow Wood Dr, El Dorado Hills, CA 95762

Is that correct?

yes

i would like to see options to reduce cost.

Thanks for confirming.

Sure

Right now you are using 1200 Mbps internet speed

And 220+ channels on your account

So you want the same plan or can I check with the lower plan

1:47 pm

Here is what I would like to explore: 1. Fastest internet speed possible. 2. Remove Landline completely. 3. Reduce TV channels to a cheaper plan that has all the sports channels and Peacock, plus the other basics.

Alright!

Please stay connected

To ensure we do not loose connection please be active on the chat

Thanks for your cooperation.

I am still working on your account

To ensure we do not loose connection please be active on the chat

I don't have much more time

Sure

Just present the options please

I am connecting you with the dedicated team for better assistance

You are being transferred. Please hold...

Jasmeet left the chat.

Mohammedzubair joined the chat.

Thank you for contacting Xfinity Chat Support. My name is Zubair Ashrafi . just to confirm you want to upgrade the services?

can you access the chat record?

I outline what I am looking for

Sorry, but this is ridiculous

I appreciate you bringing this to our attention. We will look into this immediately.

In order to assist you better, may I know your first name and last name?

you have that information I have provided it and I was logged in when i clicked the chat

Thank you so much for the information. I will surely help you to the best of my knowledge.

Allow me a minute to review your account.

here is what I requested 15 minutes ago and what I tried to achieve online.

That's helpful. I appreciate the additional detail.

I am working on it, let me check something good for you.

thanks

Apart from that, how is your day going?

Going good...thanks

Glad to hear that you are doing good❤️ Good days motivate, it will set good expectations from the very next day, Isn't it?

yes. Im sorry - but this is taking far longer than anticipated.

which always seems to be the case when I try to modify anything with xfinity to save cost. its disappointing

I appreciate your Business with Xfinity. We are grateful that you've been a loyal Xfinity customer! Cheers to our teamwork!

How much longer

I can help you with the fastest internet speed, but removing the landline and TV channel at a cheaper price that includes the sports channel is not available.

if i remove the landline and make no other changes, will that reduce the cost?

Yes, removing the landline will lower the pricing.

Is there anything else I can assist you with today?

how much would the cost reduce?

We cannot calculate, as we cannot cancel it.

you just said "yes, removing the landline will lower the pricing". I am saying...by how much?

Now you are saying I can not remove?

We do not have the access to remove anything, so that's why.

I see. Who does?

I can arrange a call back for you, and they will help you. Is that okay?

Yes, 916.805.7093.

The callback has been scheduled successfully for phone number [Edited: "Personal Information"].

Is there anything else I can help you with?

No, nothing else. I am at a loss why I am encountering so much resistance making simple modifications to a plan as a long standing customer.

I totally understand. You will get a call in 10 minutes, and they will help you.

I get a manufactured error when I try to modify online, and now I have wasted at least 20 minutes going back and forth when you can not make adjustments or give me the cost options.

Thank you so much for being so supportive and have a great day!

Its not your fault, but the entire process is suboptimal

I really apologize for all past bad experience.

Not your fault, but again this is absolutely ridiculous.

You will get a call soon, and they will surely help you.

Thank you so much for being so supportive and have a great day!

I suspect it will be another circular conversation but maybe I will be plesantly surprised. Thanks

I would have love to call you, but as I belong from Chat Repairs Queue, I do not have access to call you as you are connected on this chat I'll try my best to get you the resolution you are expecting if you still want to call you can always call on 1800-934-6489 to queue is available 24/7 just press 1-1-2 and you will be connected to a live agent.

what just happened?

Shall I arrange a callback for you at [Edited: "Personal Information"]?

OMG

review the chat log

Responses

XfinityAirelle

Official Employee

•

2.4K Messages

23 days ago

user_qi0m2e Hey there, we completely understand how frustrating this process has been for you. Making simple modifications to your plan should not be this difficult, and we’re really sorry you’ve had to go through so much back and forth just to get clear answers. That’s definitely not the experience we want for you.

We want to make this easier for you, and our team is here to help! Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

Customer Service

user_qi0m2e

change plan

Live Agent

Was this helpful?

XfinityAirelle

New to the Community?