Marcusicus's profile

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Fri, Jan 22, 2021 11:00 AM

Misleading Online Plan Change Options

After the yearly end of contract price hike, I signed in to my Xfinity account to change my service plan to a cheaper plan.

I selected a plan and received my confirmation number. No conformation email came, so I called customer service only to have them tell me that plan wasn’t available.

Wash, rinse, repeat. Selected a different plan online. Same song and dance, so I went in and spoke with someone at my local store.

They could find no evidence of my online plan changes, and again told me those plans weren’t available. Apparently the confirmation numbers don’t confirm anything at all.

I pick a plan they say is available, and go home disappointed, as I’ve had to drop my internet speed to get a plan in my price range.

I wake up today to find confirmation emails for my unavailable online plan changes. Customer service says they don’t see those plan changes and that they aren’t available for me. They of course offer me a more expensive plan.

Comcast offer plans on their website, and gives confirmation numbers and emails for purchases that apparently don’t exist.

This loyal customer of 5 years will be switching to another provider.


Official Employee


2.8K Messages

6 m ago

Hello, @Marcusicus. Welcome to the Xfinity Forums!

I'm sorry to hear you had a difficult time adjusting your service plan and we definitely do not want to see one of our long-time customers leave. I'd love to take a closer look and see what can be done to get you the best rate possible for your services!  Please send me a private message with your first and last name, as well as your service address so I can assist. 


 To send a private message, click my name "ComcastTambrey", then click "send a message".

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