Hello, @user_alk3sv! Thanks for reaching out regarding the changes you'd like to make. I know how important it is to maintain the level of service you need while managing a budget, and would be happy to help however I can! Have you checked out our Plan Builder by chance? It should let you remove the Video service while shopping deals for Internet-only plans. You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first), or simply log in to My Account and you can manage your services that way!
We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same service(s) you already subscribe to, in order to see any applicable promotional rates being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!
And if you still need our assistance, we're happy to take a closer look at what's available. Our team is awesome to work with because we'll always work hard to provide you with options and help in any way we can!
Unfortunately, when I go to the Plan Builder and select only the $79 500 Mbps service I want to keep, the Xfinity system WILL NOT allow me to continue. It flags a message "please select a service to replace each service within your current plan" - which is INCREDIBLY frustrating, as I should not have to bother a CS agent to do this. I have tried on multiple occasions to get this done online, because this should be the most basic level of customer service offered by the website. It doesn't work and never has. So here we are and I have to bother you to do what should be an easy switch.
Please simply remove the TV offering from my account. I have all my own modems and routers and have no Comcast equipment. No plans. Just need the internet alone.
@user_alk3sv Sorry it didn't work for you. No worries. We'll have to help with this. Please send a Direct Message with your full name and service address. We look forward to helping there.
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• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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XfinitySara
Official Employee
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1.7K Messages
3 months ago
Hello, @user_alk3sv! Thanks for reaching out regarding the changes you'd like to make. I know how important it is to maintain the level of service you need while managing a budget, and would be happy to help however I can! Have you checked out our Plan Builder by chance? It should let you remove the Video service while shopping deals for Internet-only plans. You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first), or simply log in to My Account and you can manage your services that way!
We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same service(s) you already subscribe to, in order to see any applicable promotional rates being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!
And if you still need our assistance, we're happy to take a closer look at what's available. Our team is awesome to work with because we'll always work hard to provide you with options and help in any way we can!
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