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user_ssdqwq
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Friday, October 4th, 2024 5:42 PM

equipment upgrade website problem

Got an email for a required equipment update. clicked the link, etc, got to the review the update details, clicked the acknowledge returning the old equipment and submitted the order.  It comes back with "Something went wrong, reload the page and try again".  Tried again multiple times on two different devices.  What's going on and how can I upgrade?

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Updated 

28 days ago

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EG

Expert

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107.1K Messages

1 month ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityRichard

Official Employee

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1.3K Messages

1 month ago

Hi there, @user_ssdqwq ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are having trying to upgrade your equipment, I know how frustrating it is when you go to do it online trying to save yourself some time, and you get an error message that it can't be done. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full-service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   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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user_xrp0jt

1 Message

28 days ago

I am having the same issue. Is this really being dealt with as a one-off issue? Seems there might be a bigger problem with that page.

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XfinityWilliam

Official Employee

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1K Messages

 

user_xrp0jt We can assist in submitting an order for new equipment! Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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28 days ago

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user_ssdqwq

2 Messages

28 days ago

I think i know what the problem is but not sure. I have successfully upgraded.  Xfinity sent me two emails; one was to my comcast email and the other to my regular email. (I forward the comcast email to my regular email because i never use it but comcast sends my payment receipts there).

I was successful with my regular email. I suspect i was trying before with my comcast email. Maybe.

I have a username to log into xfinity and it works. However during the upgrade it prompted to login using my (not xfinity) phone number. This is new. I think the upgrade web page cant handle all these different usernames associated with my account. Certainly i never used the comcast email or created my account with my phone number.

That’s my best guess why it failed and why it now worked for me.

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XfinityDena

Official Employee

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2.5K Messages

@user_ssdqwq Thank you for that update. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy week!

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

Like

Reply

28 days ago

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