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user_wepemu
1st Topic

Visitor

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4 Messages

Monday, November 3rd, 2025 6:35 PM

Unable to change plan

When I click change my plan I get
"Sorry about that! We had a problem with our site."

Please fix the issue

Question

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Updated 

1 month ago

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EG

Expert

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114.7K Messages

1 month 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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XfinityFrank

Official Employee

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1.8K Messages

1 month ago

Hi there, @user_wepemu! Thanks for reaching out to us here on the Community Forum. Sorry to hear about the error. Is this occurring with standard XFINITY service or XFINITY Mobile?

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user_wepemu

Visitor

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4 Messages

standard XFINITY website

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1 month ago

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XfinityDilary

Official Employee

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2.8K Messages

Got it. Have you tried clearing the cache and cookies? Or using an incognito page to see if that works? What kind of changes are you trying to make? 

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

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1 month ago

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user_wepemu

Visitor

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4 Messages

I was visiting the website for the first time on this computer, so there wasn't any cookies or cache before. I was trying to change my home internet plan.

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1 month ago

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XfinityDilary

Official Employee

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2.8K Messages

If you're trying to downgrade your service, you might see an error message. We'd be happy to help with the rate change here instead. Could you please send us a Direct Message with your name and service address? Our team will take a closer look and assist further. 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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 that 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

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

Like

Reply

1 month ago

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