1 Message
Upgrade internet service
Trying to upgrade online. Says I need to call? Literally just want to upgrade my speed and I already have an xfinity router/modem in use… Why can’t I do this through the app or online? This should be easy lol. But of course I should call so someone can try to upsell me..? I’m already trying to spend more money.. last thing I want to do is call, be on hold/ talk to someone for an hour just to upgrade my plan. The DM service built into the xfinity app is AI and clunky on purpose. Making this process as clunky as possible on purpose to direct people to call. C’mon now
EG
Expert
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112.9K Messages
2 years 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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XfinityAdrienne
Official Employee
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1.4K Messages
2 years ago
Hey there, @kn0wvuh! I am sorry to hear you are having troubles with upgrading the internet, it certainly is not what we want for our customers. We would be happy to assist with the upgrade. Please send us a DM to get started.
Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
• 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 which 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
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