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user_a3c8f3
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Visitor

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4 Messages

Saturday, April 8th, 2023 8:28 PM

Closed

Unable to downgrade plan

“I have had a terrible experience with this company. I have tried to change my plan three times on their web app, but every time I do, I end up with a higher monthly payment than I want. Afterward, I received a call from someone who spoke very poor English, and they told me that they would choose another plan for me, not downgrading it but upgrading it instead. They kept interrupting me during the call, and when I asked to speak with someone who had authority, they either put me on hold or hung up on me.”

Question

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Updated 

2 years ago

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XfinityAirelle

Official Employee

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2.6K Messages

2 years ago

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a message, you must be signed in. Please click the envelope icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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user_a3c8f3

Visitor

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4 Messages

2 years ago

Please help!! 

I have tried the app, which initially is a bot, then it transfers you to real person who transfers you to a loyality chat which is a bot the bot after too many options provides you with a phone number, same one that the poor English speaking people have no authority to resolveP

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user_a3c8f3

Visitor

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4 Messages

2 years ago

i was at 230 per month and  see picture on what i get, but customer service blocks me

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XfinityAirelle

Official Employee

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2.6K Messages

Can you initiate a direct message on the forum and start with your full name and address? To start a message, you must be signed in. Please click the envelope icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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

2 years ago

0

user_57da64

Visitor

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3 Messages

2 years ago

I have had the same experience, except I can't even get through to anyone on the phone line. I tried to change my plan on the website, but have been stuck on the "This should only take a moment" screen for hours. The site is now completely unresponsive despite my many attempts to refresh, and I have yet to reach a live, human agent via phone or app.

My plan, which initially cost just under $150/month, now inexplicably costs $194/month, so I'm very eager to downgrade!

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user_a3c8f3

Visitor

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4 Messages

@user_57da64​ 

same happen to me today! After 2 hrs calls anf disconnections, see what I got:

2 years ago

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CCKyla

Problem Solver

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411 Messages

@user_57da64 Can you please send a direct message addressed to 'Xfinity Support' so we can take a look at your billing info with you?

I no longer work for Comcast.

2 years ago

0

user_57da64

Visitor

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3 Messages

I think I may end up having to go to a store and speak to someone in person. Clearly the phone agents are not authorized to help us downgrade plans so I'll have to find someone who is or just cancel my services entirely.

2 years ago

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XfinityAmandaB

Official Employee

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2.2K Messages

@user_57da64 

Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you as a direct corporate team we do have access to assist with billing issues.

 

To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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

2 years ago

0

user_57da64

Visitor

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3 Messages

@XfinityAmandaB​ I have sent the message, but am still awaiting a reply on here and a call back from the assistant on the phone.

Also, the website is still displaying the "This should only take a moment" screen after more than six hours.

2 years ago

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