Visitor
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1 Message
Pending Order for 3 days now
Hi there,
I placed an order through the Change Plan experience online, and I received a confirmation email indicating my order was made. However since then I've received no updates on when my new plan will go into effect. With the new plan I will be using my own modem, but I can't set it up because when I try to add the device it shows "Looks like you already have an order in the works." My new speeds also haven't gone into effect -- I signed up for the gigabit plan, but my speeds are still the old speeds. I've spoken to multiple Customer Service representatives, the latest of whom said to wait a few hours and it should all work. That was yesterday morning, and since then nothing has changed. Can you tell me when my new plan will go into effect and when I can add my modem to my account so I can use it?
Thanks!
EG
Expert
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111.4K Messages
4 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBillie
Official Employee
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3.4K Messages
4 years ago
Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I would love to look into when the new plan will take effect and when the new modem can be added. Please send us a direct message to "Xfinity Support" with your full name and address to get started.
To send a direct message you may need to:
Click "Sign In"
Click the "direct message" 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
Type your message in the text area near the bottom of the window
Press Enter to send it
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