Customer Service vs Website information

WHy is it that the website can display specific information concerning savings (but website keeps kicking me out). Then I call Customer Service and they cannot find the same information! This has been this way for much too long, one of the reasons I started leaving xfinity as a provider and probably the main reason I will continue to move my services!

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XfinityJosephA

Official Employee

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1.9K Messages

2 years ago

Hello, @user_dxbu0z are you referring to service offers and promotions? Deals when you sign into the website are typically different from introductory offers you see on the website before logging in. That could be what you're experiencing. If you have any other details that will allow us to help please let us know.

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user_dxbu0z

7 Messages

2 years ago

No, I'm talking about when new deals are offered to me as a signed in customer and clearly shows that by starting a contract I can save on my current month to month rate as it compares my current plan to a contract plan. But as I stated website kicks me out before I can complete so I call Customer Service who then says there is no change.

Upon signing onto xfinity.com, I navigate to Change Plan and it shows me "New Deals" which is clearly under my account as it does a comparison to my current plan vs the new plan. Shows a savings my entering a contract for both TV and the Home Security.

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XfinityJosephA

Official Employee

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1.9K Messages

Understood, if you haven't already I recommend clearing cache, cookies, and history on your browser. Also make sure your browser and device have all the latest updates. This can help our website and all sites function better. If needed try another browser and then another device if needed.

Also, make sure you are going directly to our website (www.Xfinity.com) and not using any shortcuts. All these things are small factors to check.

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2 years ago

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user_dxbu0z

7 Messages

2 years ago

Here is the example from my account showing the comparison for the same package only with a contract.

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user_dxbu0z

7 Messages

2 years ago

Ok, after clearing cache and logging into a incognito window and using your link provided I get the following this time:

So it does change, but still makes no sense. I can try your suggestion earlier and just find a different provider and if that doesn't work out I can take advantage of the "New Deals" that only seem applicable if you leave and come back; regardless where they are listed.

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XfinityJosephA

Official Employee

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1.9K Messages

@user_dxbu0z hopefully you can finalize an order this way or after trying the steps we talked about. If for any reason you can't please let us know, and we can pull up your account and do all we can to help. We definitely don't want to lose you as a customer. Our aim is always to provide solutions in public and then work in a direct message if needed.

I am an Official Xfinity Employee.
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2 years ago

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user_dxbu0z

7 Messages

2 years ago

That's just it, which is why I started this post ... I cannot get to finalizing the offer! Nor can I get customer service to provide the help that I wanted/needed as once they call up the offer they state that regardless there is no change!

Too much time wasted trying to get ahold of the "right" person within xfinity that can get you the "offered" price when the tools provided do not work. We have been a long time customer waiting for things to change, but it doesn't seem to.

(edited)

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XfinityJosephA

Official Employee

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1.9K Messages

@user_dxbu0z I completely understand where you are coming from. When an order doesn't finalize this can happen for many reasons. A lot of them pertain to the device you are using and the browser. If you have tried those mentioned troubleshooting steps go ahead and send us a direct message. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page.

I am an Official Xfinity Employee.
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2 years ago

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user_dxbu0z

7 Messages

2 years ago

Right, and that connects me to a customer service representative which I already spent roughly 45 minutes with earlier today. I just wanted to point out to someone that the tools and offers being suggested to customers does not work and does not provide accurate information to be able to get any desired outcome. The customer service representative already assured me there was nothing they could do after spending much time on hold. My time is also important and I do not wish to waste anymore on hold to be told the same information.

I just wanted to point out that something needs to be corrected and if there are no new offers that can actually be provided, then don't show them. It just creates frustrated customers who eventually will find a better alternative. (in my opinion of course)

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XfinityJosephA

Official Employee

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1.9K Messages

Your feedback is always appreciated @user_dxbu0z as it helps us improve. We'll be more than happy to double-check everything if you send us a DM. If you have additional questions outside this matter please let us know.

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

2 years ago

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Again

Expert

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32.3K Messages

@user_dxbu0z

Right, and that connects me to a customer service representative which I already spent roughly 45 minutes with earlier today. I just wanted to point out to someone that the tools and offers being suggested to customers does not work and does not provide accurate information to be able to get any desired outcome. The customer service representative already assured me there was nothing they could do after spending much time on hold. My time is also important and I do not wish to waste anymore on hold to be told the same information.

I just wanted to point out that something needs to be corrected and if there are no new offers that can actually be provided, then don't show them. It just creates frustrated customers who eventually will find a better alternative. (in my opinion of course)

No, that connects you with an Official Employee who is a corporate employee. They are not customer service reps. 😉

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2 years ago

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Again

Expert

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32.3K Messages

2 years ago

Moved to Customer Service as this is not Accessibility/disability related.

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