Visitor
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2 Messages
Changed Plan via Website - No Confirmation Email / Account Does not Reflect New Plan [Existing Customer]
Hi,
I updated my Xfinity plan consisting of TV, Internet, and Voice via Xfinity.com. For reference, I was logged into my account.
Description of order process:
- made selections in each category
- moved to order summary page
- reviewed selections
- checked agree to terms box
- clicked submit
- moved to thank you page displaying my order number
Six hours later:
- no order confirmation email
- plan details on account pages do not reflect any changes
- no new order agreement doc in account page
For comparison, an hour after I updated my plan a friend did the same. They received their order confirmation instantly and their plan details on the account pages also updated immediately.
I reached out to Customer Support via live chat to for a status update assuming something was off. I was told I would receive the confirmation email in 6-24 hours.
There are several posts on this forum describing experiences very similar to mine.
Would someone here be able to help me sort this out?
Examples of similar issues on this forum:
| Day | Date | Year | Time | Title of Post |
| Friday | January 05 | 2024 | 1:38 PM | Internet plan did not change? |
| Saturday | January 20 | 2024 | 6:26 PM | No Confirmation Email |
| Saturday | February 10 | 2024 | 1:27 PM | No Order Confirmation Email |
| Friday | February 23 | 2024 | 7:45 AM | Changing plan |
| Sunday | January 08 | 2023 | 3:26 PM | Tried to order internet, no confirmation email |
| Sunday | March 19 | 2023 | 10:43 AM | [New Customer] — No Confirmation Email |
| Tuesday | March 21 | 2023 | 7:15 PM | Did not receive confirmation email |
| Friday | July 14 | 2023 | 3:43 PM | Ordered internet service but no confirmation email |
| Friday | July 14 | 2023 | 6:51 AM | Changed plan on website - no communication since |
| Friday | August 11 | 2023 | 2:40 PM | No purchase confirmation after placing order |
| Wednesday | August 30 | 2023 | 9:45 AM | No Confirmation Email |
| Wednesday | October 11 | 2023 | 10:52 AM | New plans |
| Saturday | December 16 | 2023 | 4:44 PM | Tried getting internet online but never got a confirmation email and cant sign in. |
| Thursday | December 21 | 2023 | 10:27 AM | Change plan |
| Thursday | December 28 | 2023 | 8:09 PM | Internet - Plan Change |
| Friday | April 01 | 2022 | 7:54 PM | Plan change |
| Tuesday | April 26 | 2022 | 12:18 AM | No Confirmation Email |
| Wednesday | May 04 | 2022 | 12:31 PM | Order Confirmation Email |
| Saturday | August 20 | 2022 | 7:07 PM | No confirmation for an online order |
| Sunday | October 16 | 2022 | 8:18 PM | No confirmation email |
| Friday | November 18 | 2022 | 7:48 AM | Just changed my Internet Plan |
| Friday | July 30 | 2021 | 9:13 AM | Change in Plan and billing |
Regards,
Xfinity Customer
XfinityArmand
Official Employee
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2.1K Messages
1 year ago
Hello there @user_46db5f! Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum to discuss your account. We are so glad to hear from you and happy to help in any way that we can to get things squared way for you. No worries! You have reached out to the right team, to get things ironed out. Please feel free to shoot us a private message so that we can get started.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• 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
• - An "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
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XfinityArmand
Official Employee
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2.1K Messages
1 year ago
Thank you so much for that information So that I can fully access your account, I would like to shoot you a 6-digit security code. This will be sent to the cell number or email address we have on file for you. Is now a good time to send that to you?
(edited)
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XfinityAdrienne
Official Employee
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1.3K Messages
1 year ago
I am happy we were able to get everything squared away with the changes on the account, @user_46db5f! Please reach out if you need any further assistance. Have a wonderful rest of your day!
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