scottandrew's profile

New Poster

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19 Messages

Sun, Apr 24, 2022 2:10 AM

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

New Poster

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19 Messages

2分前

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:

  1. Posting on this board and having an Official Xfinity Employee respond.
  2. Starting a direct chat after having that option enabled by an Official Xfinity Employee.
  3. Contacting Xfinity Support through direct chat.
    1. Spending 2 hours in the chat (with 3 different employees) for them to send a total of 13 messages. Most of these were upsells, conversions, and trying to get me to enroll in a yearly commitment and long gaps in between messages. No thank you.

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)

Official Employee

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585 Messages

I appreciate you trusting our team to help you get the service you want, @scottandrewking and I apologize for the trouble you ran into trying to make changes previously. We definitely want all of our customers to have an excellent experience every time they reach out! 

 

When you reach out to us here, we are not an instant chat so you may experience a delay between our responses. The great thing about working over this platform is we're here 24/7 and we'll never lose you so you can step away whenever you need to and we'll always pick up where we left off once you get a chance to respond :).

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

Official Employee

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206 Messages

2分前

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

New Poster

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19 Messages

2分前

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

Again

Expert

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27.5K Messages

@scottandrewking​ 

Adding to your post:

For those that can't find the direct messaging icon:

 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

New Poster

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19 Messages

Thank you for that. This will benefit end users!

Visitor

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1 Message

2分前

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. 😀

Official Employee

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373 Messages

Hello there; good morning! Thank you for reaching out to us here, through our Forums! I'd like to help in any way that I can, and our Digital Care Team is here, every step of the way. Can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

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

New Poster

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19 Messages

@user_ce6f30​ Best of luck to you. What's funny is immediately after downgrading my plan, the ability to change plans online became available again. Funny how that works. Broken for over a year, then when I downgrade, I can immediately use the same system to upgrade.

Visitor

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1 Message

2分前

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. 

Official Employee

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368 Messages

Hey there @user_9e3b43

 

Thank you for sharing your experience with getting your service changed. Please know you have come to the right place, and I am more than happy to help with reviewing your options. We do need to work in a Direct message so that I can gather some account details privately. Please follow the steps below to initiate it. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" 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

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

New Poster

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19 Messages

@user_9e3b43​ Watch how quickly the change plans button works after you successfully downgrade. That button magically works when you have the ability to upgrade. But if you're paying for triple play or whatever it is now, they don't want you to downgrade and make it a painstaking process to complete. Very very dirty. 

(edited)

Visitor

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1 Message

2分前

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.

XfinityAbbie

Official Employee

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983 Messages

@user_55d13a Hello and thank you for that feedback. If you have certain services, like Xfinity Home or our phone service, or you are in a grandfathered package, it is a requirement that you reach out to us to make changes so we can make sure the change goes smoothly. I know that this can be frustrating, but we are here to help. If you'd like my assistance with making changes, please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

 

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

Visitor

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1 Message

2分前

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-

(edited)

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