New Poster
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19 Messages
Not allowing changing of plans. How is this legal?
I have been trying to change my plan a couple times for over a year. I keep getting the runaround.
Further information:
I am not tied into any contract.
I try to change my plan roughly twice per month via the web.
I try to change my plan roughly every other month via phone.
I have used the built-in chat a couple of times (3 at most) to change my plan.
Let's work from the bottom up:
Issue 3: Using the built-in chat
This is about how it goes. This is how it went today as well:
Xfinity Assistant
Good evening Scott.
We're aware of an issue impacting some customers ability to contact Xfinity Support via phone. We're working to resolve it as quickly as possible. In the meantime, you can chat with us here, in Xfinity Assistant, or on social @XfinitySupport, at Xfinity.com or in the Xfinity App.
How can I help you today? You can say things like add Showtime or troubleshoot my TV service, or just select one of the options below to get started.
Thanks for your payment! image
Thanks for your payment!
We received the recent payment you made.
speak to a real person
Okay, I'll put you in touch with an agent. What kind of issue do you need help with?
Change my service
Change my service
I’m sorry, we’re experiencing longer than usual wait times. There aren’t any chat agents available right now, but you can call 1-800-XFINITY or try chatting again later. Here's some helpful info and common solutions for digital support:
I’m sorry, we’re experiencing longer than usual wait times. There aren’t any chat agents available right now, but you can call 1-800-XFINITY or try chatting again later. Here's some helpful info and common solutions for digital support:
Ask a brief question...
So that is how the chat goes. They do provide links to change my plan, but that only takes me to issue 1. Please read below.
Issue 2: Using phone
Every other month or so (I'm sure I've waited at least 3 months before), I try to call xfinity to change my plan. This is roughly how my phone conversations go:
Me: I'd like to change a plan.
xfinity: We're sorry to hear that. Did you know that you can change your plan online?
Me: Yes, I know I'm supposed to be able to do that, but I haven't been able to in [insert number] months.
xfinity: [Places me on hold] and forwards to tech support.
xfinity TS: Thank you for calling xfinity technical support. How may I help you today?
Me: I don't need technical support. I cannot change my plan online, which is why I guess I was transferred here, but I would like to change my plan.
xfinity TS: One moment and I'll forward you to accounts
Sometimes I get transferred. Sometimes the call is terminated. Never have I been successful in changing my plan. When I am successfully transferred, they try to transfer me back to TS or I'm placed on hold until I give up (the longest wait was roughly 45 minutes).
Issue 1: Using Web Interface
It must just be a "coincidence" that over the past year, I have been unable to change my plan online. You know? The method that should be easiest to use, and least time consuming. However, when doing so, I'm hit with an error message saying, "We're sorry. Please contact us and one of our friendly and knowledgeable representatives can help."
Looking up the above error message, I see other responses here in the xfinity forum where xfinity claims that that feature isn't available everywhere. That's very "interesting" that I was able to use that feature to upgrade my plan to the highest plan without issue. But when trying to downgrade, it "is not available everywhere." Please don't feed anyone that response.
So, here are my questions:
1. How do I go about actually changing my plan? I have paid roughly $100 per month for over a year for features that I don't use and have been trying to remove. I believe my attempts are more that acceptable to remove a service.
2. If xfinity disagrees in my attempt amounts, could you please define how many times I am supposed to try online, via chat, and via phone before it becomes an acceptable amount?
3. Could anyone responding to me recommend this service to any of their friends and family members if they themselves have had to go through this? Would you feel guilt after doing so?
Accepted Solution
scottandrew
New Poster
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19 Messages
3 years ago
Conclusion
To anyone else in my boat that has been trying to change their services, please know that I was finally able to complete using the following steps:
So, looking at my account, it now appears to be what I have wanted to do for the past year. If you are curious if I received any compensation for trying to cancel this plan multiple times before? That answer is no. If you are questioning if I received any restitution for today's unnecessarily slow account change, that answer is also no.
With that said, I also made no effort to receive any credit or compensation. I'm not going out of my way to make this process take any longer than what it did (and shouldn't have). I truly believe that is their tactic to beat a person until they are down and defeated to the point of not even wanting to fight back. Good job there. I hope you feel good.
Please understand that these actions are not a means of getting new customers or retaining old ones. It is merely a method of prolonging an unneeded exodus. Please change that. Your customers will be happier. Your employees will be happier. You will thrive.
It's been 3 hours since my original post. Let's not count all the other hours I've spent trying to change my account.
I hope this thread helps someone else in need. Good night.
Only part of question one was answered, but I'll move on.
1. How do I go about actually changing my plan? I have paid roughly $100 per month for over a year for features that I don't use and have been trying to remove. I believe my attempts are more that acceptable to remove a service.
2. If xfinity disagrees in my attempt amounts, could you please define how many times I am supposed to try online, via chat, and via phone before it becomes an acceptable amount?
3. Could anyone responding to me recommend this service to any of their friends and family members if they themselves have had to go through this? Would you feel guilt after doing so?
(edited)
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CCJimmy
Problem Solver
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492 Messages
3 years ago
Hey there @scottandrewking, thanks for reaching out! I'll be happy to assist you with making changes to your package. We will work together to review things and make any necessary changes! Can you please send our team a direct message with your full name and full address? Our team will be more than happy to help!
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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
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scottandrew
New Poster
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19 Messages
3 years ago
Hi Jimmy
I'm adding this message below for others that may have difficulty understanding the "peer to peer" option as I had to research it myself.
For others to understand this process, there is no longer an option called "Peer to peer" message. It is now known as "direct chat". It is shown at the top menu bar. It would be beneficial to update your canned response and also include an image of the "direct chat" icon as members like myself will be unfamiliar with this process.
-Scott
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user_ce6f30
Visitor
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1 Message
3 years ago
Thanks for this. I am now looking for a local branch to try circumventing this lengthy and painstaking process. Hopefully I have better luck, or they might send me to a direct chat. 😀
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user_9e3b43
Visitor
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1 Message
3 years ago
Wow! We've had the same experice. I've logged in two or three times over the past few months just to see what's available since we're using fewer services than before. Each time I click "change plans" - that service isn't available and we get a phone number to call. I don't want to order via phone - it's painstaking and annoying. Our last go around on the phone to change service was literally hours long. Going to take a bill to a brick and mortar location and request what is supposed to be available on line.
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user_55d13a
Visitor
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1 Message
3 years ago
Like others here, I wanted to see if I can manage my plan online but always redirected to "call here or chat feature there." Xfinity has never made things easy - it's a shame to have to resort to twitter complaining to get quickest response. Sadly I feel they'll never learn. I'm tired of paying so much in taxes+fees to be charged for so much I don't need. Not to mention I'm subsidizing faux news and high fees for sports I don't watch.
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user_661d21
Visitor
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1 Message
3 years ago
I have had an even worse experience much of the same and more. I agree no, I would not tell anyone that they are good at customer service, billing,or making decisions based on [Edited: "Inflammatory"] the industry standard I was told I laughed and said I think you are keeping up just fine, actually gave me a genuine grin! T[Edited: "Inflammatory"] and can't reach an agent because she has no cell phone, but if she would reach one will dutifully tell her they provide that service and the phone as well. She must either pick between food or medicine, after all the cable is due, the bill keeps going up up up, but they do have great service and no other company is available that can remotely compete with speeds ect..I wonder how it is they are able to skirt issues? [Edited: "Inflammatory"], I mean I don't really know, but does it matter? As long as it sounds like I do? I have a choice? no, no choice.. no choice for an agent just a message sent that's it, no choice for another provider, no choice, but to accept the amount that is billed fair or not or go without-- as if that's even really a choice, these days. I was on the phone today talking with an agent who explained they had no offers that would put my bill back to where I needed it to be-- like it was just last month.. my contract is up. I was told I was 'grandfathered' into (is this even real?) the internet speed, it is not a good idea to change as I would get less speed by half and only 'save' 3 or 4 dollars. I wonder how many people who qualify for the affordable connectivity discount had a larger bill the month just before they get a thirty dollar credit that was designed to help them pay for the internet, is it $30 or $40 higher so when you do receive your 'discount' they are still making that thirty dollars from you AND the program plus another ten dollars [Edited: "Inflammatory"] In the end, I was offered half the speed, no phone at all, and my Netflix that I only watch once in a while, yet want when I do finally get a minute to watch would also have to go .. to meet MY goals . I like the wording makes it sound as if I am asking for it .... I really hope I don't lose service ..or have issues with my phone--- Please celebrate go grab a 1,000 grilled cheese and I know they can pay for the high dollar, best of the best in the industry since once upon a time I was charged $3.99 every month wayyy back in the day under the MISC category. Imagine if one million people paid $3.99 per month for many , many months because most people do not look at the bill they trust that they are being billed fairly and still believe in people I called, I asked they won then and I do not bet, but looks like they have it all-
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plavery616
Visitor
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1 Message
3 years ago
As an Xfinity Customer for over 20 years you would think that I could see what plans are available. No, No, No, and No to Xfinity and Beyond.
I know the approach. Make the system seem real simple to use then when you get into the system the system makes you believe that their system is overloaded with requests. You must now call to speak to an expert. But then expert is CHAT. And that ends up as sorry, that plan is not available to me. I ask why and they say that only new customers get the lower preferred rate. And I ask, "is that because of their 20 year loyalty as a customer to Xfinity, NOT". Response is...thanks for contacting Xfinity is there anything else I can help you with. Sound familiar, ha. So I'll need to drive over to the store but make an appointment first because doing it from the comfort of my own home does not fit into the business model for Xfinity. Got to love it!!
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user_386330
Visitor
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1 Message
3 years ago
Hi Scott. I too have experienced the exact same issues with changing my plan as you have; multiple chats, numerous phone calls that just disconnect while speaking with a representative with no resolution. I was advised that since I am on an installment plan for a past due balance they are not able to change my current plan (the installment for the past due balance is added to my regular monthly bill and I am currently on payment 10 of 12). I am not asking to discontinue service and simply want to change my current plan to a more affordable option but Comcast/Xfinity will not allow me to do so, so I am basically being forced to remain on my current plan until the installment plan for the past due balance is paid off. They could have easily allowed me to change my plan and still add the installment for the past due balance to my monthly bill. What does one thing have to do with another? This is their tactic, to have customers frustrated to the point that they just give up! I too was allowed to upgrade my internet plan to Xfi Complete with unlimited data when I received notification that that I used 100% of my Xfinity Internet data for August 2022. When I asked to downgrade my TV plan, I was told that I could not due to the past due balance installment plan. So basically you can upgrade plans but not downgrade. This is unethical and does not seem legal!!!! I was so frustrated yesterday after numerous chats and phone calls, I went ahead and filed a complaint with the FCC (Federal Communications Commission) on their website. They will reach out to Comcast/Xfinity who will have 30 days to respond to my complaint. The FCC monitors the complaint process and provides updates regarding the status of the complaint. Another issue I'm having is the Rewards program. I have been a customer since 1983 which has been confirmed by customer service in a recent chat. Based on this, I should be in the Diamond Rewards program, not the Gold which they currently have me under. When I asked about this I was told since I transferred service to a different location it goes by the number of years at the current address. I told them I had a house fire back in 2018 and had to temporarily move out of my home for 11 months for repairs and eventually moved back in. The account number did not change and I never stopped services, just moved services to a different location. If their customer service can see the length of time that I have been a customer, why isn't my rewards program reflecting the correct tier? After so many years, I am seriously thinking about switching to AT&T for TV and internet. I have been doing research and AT&T's fiber optic internet is much faster.
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patelad
Visitor
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3 Messages
3 years ago
My problem with what Comcast did to me is a bit different but no less annoying and probably illegal. On Aug 22, 2022, my main TV box stopped working. A call was made to Comcast and an appointment was scheduled for a tech to come over and replace the box. I received an email confirmation regarding the appointment. So far so good.
Then I received another email, "Thank you for your order". I was puzzled -- I didn't order anything from Comcast. The email stated that I now have "Super+More" package and that my "HD Complete XF" package was cancelled. I never asked for nor agreed to such a change because my plan is a grandfathered plan that I was never going to replace now or in the future. I called Comcast same day and asked what happened. They acknowledged that they have NO record of me, the account holder, asking for or agreeing to a change in my service plan. They acknowledged that I only asked for a service appointment for a tech to replace the main TV box.
I said I was very upset by this and I asked Comcast to simply cancel "Super+More" and restore "HD Complete XF". The rep said that since "HD Complete XF" was a grandfathered plan, they have no access to it and cannot restore my plan. They said nothing can be done and I must keep the "Super+More" package or cancel my service. I expressed my anger in very strong language and subsequently, my case has been bumped to multiple supervisors and higher-ups but to no avail --- I am still stuck with "Super+More" package!
I have sent complaint emails to Montgomery County Dept for Cable franchises and the FCC. I am in process of notifying my Congressman and Senator, who have helped me in the past when dealing with unscrupulous persons and companies. I have been told to email Tom Karinshak and am in process of doing so. I have been told to blast Comcast with extremely negative Twitter and Facebook messages and am considering doing so.
Finally, I will probably sue Tom Karinshak, Greg Butz, Bill Connors, Kevin Casey, and David Watson in small claims court for the few thousands of dollars I will be spending due to regular price increases for the next 20+ years if I continue with Super+More vs the relatively fixed price I have been paying for HD Complete XF.
All of the above can be avoided if I get my plan back. I was a very satisfied customer for over 10 years with HD Complete XF and over 20 years overall with Comcast. I have been a loyal Diamond Rewards member. I am a member of the Xfinity Insights Community.
I am no longer a satisfied Comcast customer. I am extremely dissatisfied.
Remember what Bill Bixby said in the ol' Hulk tv show? --- "you don't want to see me when I'm angry".
So, just restore my HD Complete XF plan ASAP and I will be a very satisfied Comcast customer again!
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Again
Expert
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31.4K Messages
3 years ago
@patelad
https://www.xfinity.com/Corporate/Customers/Policies/SubscriberAgreement
"Note: THIS AGREEMENT CONTAINS A BINDING ARBITRATION PROVISION IN SECTION 13 THAT AFFECTS YOUR RIGHTS UNDER THIS AGREEMENT WITH RESPECT TO ALL SERVICES. UNLESS YOU HAVE OPTED OUT IN A TIMELY MANNER, THE ARBITRATION PROVISION REQUIRES THAT ALL DISPUTES BE RESOLVED IN INDIVIDUAL ARBITRATIONS OR SMALL CLAIMS COURT PROCEEDINGS. IN ARBITRATION, THERE IS NO JUDGE OR JURY AND THERE IS LESS DISCOVERY AND APPELLATE REVIEW THAN IN COURT."
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