stuck on *this should only take a moment" plan change

@XfinityChristina Why would someone try a different offer rather than the one they want? This might be appropriate for a software tester, but not a customer. Please fix your software bugs.

@user_9a692c, We absolutely understand your concerns and this is a known issue we're working on fixing. We truly apologize for any inconvenience and appreciate your patience while it gets worked on. In the meantime, my team would love to assist you with any account needs or changes you would like to make. Here are the detailed steps to direct message us for assistance: 

 • Click "Sign In" if necessary
 • Click the "Direct Message 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

@user_9a692c​ I have the same issue. I am so irritated they want me to call or try another method. Xfinity - Fix your [Edited: "Language"] and make it easy for customers. Pandemics make for a good time to make sure your software can handle EVERYTHING you would want to do in person. DUH!! 

They are aware of the problem yet months and months have passed and I'm still unable to change my plan online. We shouldn't have to call and talk to a representative or even do the online chat to change something in our plan. This seems to be more of "let's get people to talk to representatives so we can talk them into more expensive packages" than software bugs.

@XfinityChristina​ Hello,

I'm having the same exact issue, and calling over the phone takes forever.  If possible, I'd like to handle this over DMs.

@user_7e97aa​ Try dumping your browser data.  

They need better employees. It it absolutely insane that this issue persists for weeks.

Hi @user_c2e7a2 I can help. Can you direct message me? 

same issue here too. cant upgrade. maybe Hulu would work better.

I'm having the same issue. I'm tryin got down grade my internet package. I tried this last month to no avial, and it's no better this moonth either. I can get as far as "Review my order" but then it never loads.

Hi there @StAquilina!  Thanks so much for taking the time to reach out to Xfinity here on our Community Forum.  We are glad to assist in any way that we can to get this done for you.  Now worries!  You have reached out to the right team, and we are going to get you squared away.  Can you please shoot us a private message with your full name and complete address?  That way we can access your account and get started.  

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3kcfJvG 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "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

Are they giving credits for lost time or $$$ dealing with this nonsense? I would be furious if I was prevented from downgrading a package, but no one can upgrade either, so it is just {Edit: Inflammatory], rather than a money grab.

Hello and thanks for reaching out @user_0d6a17. I can assist you with getting your package added to your account. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

• Click "Sign In" if necessary 
• 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 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message 

@XfinityAaron Hey Aaron, I would love to DM you, but your name doesn't come up when I go to the chat screen. Is there another way?

Look for Xfinity Support to DM and it will route it back to me. -Aaron 

Hello and thanks for taking the time to visit us on our Forums page! I hate to hear your experience when working with us has not been good, that is definitely not the kind of service we strive for our customers to receive. My team is here to help and would be more than happy to assist you with your service concerns/needs. Are you looking to make changes to your account? 

After my first call to a Comcast agent failed to resolve the issue, my second call went well and I was able to upgrade to the same plan advertised on the web site. The agent told me that the software issue results from the fact that my current plan is not recognized as an existing plan (although it displays properly), so when the system tries to update from plan A to plan B, there is an error. So apparently this error only occurs for certain existing plans, and the software works properly for some upgrade paths. They claimed that this problem could not be fixed, which makes no sense (as it was simple to mange via a phone call). At a minimum an intelligible warning/error message should be displayed to the user advising that they need to speak to an agent. Currently the software just freezes with no communication. Overall this was a very frustrating experience.    

Hey there, @user_9a692c

Our team can take a look at the notes on the account and make sure everything looks like its supposed to be. Can you please send me a private message with your full name and service address? To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support"
      there. As you are typing a drop-down list appears.
  • Select "Xfinity Support" from that list. An "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

Sorry to hear your experience has not been great. We would love to help with your plans @user_9a692c, @user_4bc986, @user_b54e9c

Good morning, @not2day, and thanks for reaching out through our Community Forums platform with your plan change concerns. If you are in need of assistance in making changes to your plan, please send us a Private Chat message, and our team would be happy to help!

Here's the detailed steps to send a Private Chat Message:

• Click "Sign In" if necessary

• Click the "Private Chat Message” 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.

Hello @user_b05879. Thank you for taking the time to reach out to our team through Forums, we did receive your Direct Message and we will continue assisting there! 

Hello @ObliviouslyAware! Thanks so much for taking a moment out of your night to leave a post on our community forum! I'm sorry to hear you're having issues with trying to change your plan online, but you have definitely come to the right place for assistance! I received your PM and will continue to help you there! 

Exact same issue here. The irony of Comcast not allowing you to give them more money.