Visitor
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6 Messages
Plan upgrade issues
My logged-in Xfinity account is offering me 2 Gig symmetrical internet for $85/month for 5 years. The same page identifies my current 1 Gig symmetrical plan at $110/month and provides a “Switch to plan” button. When I attempt to complete the order, Xfinity’s website tells me I need an agent to finish it. I called the number provided and spoke with both an agent and supervisor, but they said they cannot see or honor the offer. I have screenshots showing the offer in my account and the checkout error. Can someone please investigate why Xfinity is presenting this upgrade to my account but preventing me from completing it?
EG
Expert
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122.5K Messages
2 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityRay
Official Employee
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4.5K Messages
2 months ago
Hi there, @user_p539rk! Thanks for reaching out about the 2 Gig plan. We can check if we have that available. The promotions you are eligible for are loaded to your account automatically for us to pick from so we are only able to choose from those. That may be why the agents earlier did not have that option. Looking at our website I am not seeing a 2 Gig, $85 option. Did you clear your browsing data and try again or try a different browser?
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user_4w7bvv
5 Messages
5 hours ago
I am having the same issue and they are refusing to honor the deal. It’s ridiculous. I’m looking into leaving xfinity and filling a complaint with consumer affairs and the FCC for false advertising.
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user_4w7bvv
5 Messages
3 hours ago
You aren’t able to help bc you don’t honor deals that are on the app or browser. Myself and other customers have the same exact issue and you people refuse to honor the deal. If the deal doesn’t exist then why do I still see it on my app and browser when I log in?
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