Visitor
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3 Messages
Trying to upgrade to 5 year internet plan as an existing customer.
The site offers me the 5 year price and everything appears to complete. At the end it takes me to a confirmation page with a number (latest number is [Edited: "Personal Information"]), but I never receive the promised email. Nothing ever shows up on my account. I tried this a few times, based on suggestions from the community support searches. I have chatted with a rep who could see the same offers, but when they would send me the text/email to confirm it would not allow them to see the confirmation. They had me call to speak to another rep. This person could not see the offers but escalated the issue. The next day I received a series of texts from the Xfinity assistant, saying it had escalated the ticket ([Edited: "Personal Information"] and [Edited: "Personal Information"] and then a follow up text saying it couldn't help and then closed the ticket.
I can see from the forums that this a common problem. Please help complete my order.
Thank you!
XfinityMatthew
Official Employee
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1.8K Messages
5 days ago
Hello @PhatPhredPhD Thanks for reaching out to us. We are getting reports of some introductory new customer promotions appearing on the website for some existing accounts. But they typically go away after you sign in or the orders won't process correctly. If the promo is for new customers only we won't have a way to manually add that to your account. What is the promotion you were trying to get?
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PhatPhredPhD
Visitor
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3 Messages
4 days ago
Update to the post. They were able to help me (mostly) via the DM method listed below. I didn't get the original offer, since it was only for new customers, even though their system was making mistakes and offering it to me. I was able to get a similar offer, although not quite a good. Careful upgrading to the new tiers of Internet as you lose any loyalty discounts in the process and really don't save many $$.
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XfinitySara
Official Employee
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2.6K Messages
1 hour ago
@PhatPhredPhD - I am very glad we still found a plan that works for you! And locking in the price for 5 years is a good deal :) As mentioned via DM a few days ago, I wanted to give you time to work on the Disney account with their support, and it looks like the included Disney+ and Hulu bundle is now active on our end! Excellent news. It's been a pleasure, and I encourage you to simply create a new public post down the road if any other questions or concerns arise (though, feel free to shoot us a Direct Message in the next day or two if you still have any lingering questions right now). Take care! And thank you for your time on this.
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