Good news! Xfinity service is included at your address.

My promotion ran out, and I was looking to shop around for a new plan. When I navigate to Change Plan, I get this message "Good news! Xfinity service is included at your address."

I can see from other threads that this is because there's some kind of community internet available - but this is not true for my complex. Every time I try to chat with an agent, they transfer me to some dedicated support team member who spends 5-10 minutes looking into this issue, and then disconnects the chat.

How can I just send in an email ticket or something? I need technical support, not a sales rep trying to get me to join a mobile plan.

Responses

XfinityMichaelC

Official Employee

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4.1K Messages

2 years ago

Hey, @user_bp56! Thanks for reaching out to us on the forums! I hope you are doing well tonight! I apologize to hear of the experience when reached out to us through our chat support. You have come to the right place! When it comes to the internet being provided by your HOA/Community it is very far and few between that do. Most of the time, they will only provide a basic TV package. We can certainly see what we can do for you. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

(edited)

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user_bp56

Visitor

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3 Messages

2 years ago

I am not being helped at all. I'm being told that changing your plan is only for new customers. Does that make any sense to anyone else? Only NEW customers can CHANGE their existing Xfinity plan? Absolute nonsense

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user_bp56

Visitor

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3 Messages

2 years ago

If I want to look at plans - can't see them. If I want to upgrade my internet speed - can't do it. If I want to shop TV packages - YOUR XFINITY SERVICES ARE INCLUDED!!! What horrible, horrible functionality. Every time I speak to someone in support they give me some runaround and then try to get me to change cell phone providers

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user_31bfd3

Visitor

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1 Message

2 years ago

Hit the same issue. It's wasting time.

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CCElizabeth

Problem Solver

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908 Messages

@user_31bfd3

Thank you for bringing this to our attention. I am sorry to hear about the trouble changing your Xfinity residential services online. I am happy to help you change your services in a private messaging thread.

Please send a direct message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

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

I no longer work for Comcast.

2 years ago

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Customer Service

user_bp56

Good news! Xfinity service is included at your address.

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XfinityMichaelC

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