Hi Kei, thank you for your quick response. I will DM you. But if your hypothesis is that the root cause of the API error is that "certain plans will not allow changes online," then this should be clearly indicated for users on the site, along with a clear indication of what path the customer should follow to make a necessary change. This would be easy and low cost to implement and would proactively avoid a significant amount of wasted time and frustration on both sides. This remains a leadership issue in allowing this sort of experience inside a common use case without taking common sense steps to prevent clear purchase flow issues. 

user_o4ywpk I know how important it is to have the best package which provides you the service you need at an excellent price point. We only want to assist you in finding that value, usually customers are able to make changes to their accounts themselves, but if you are coming across a concern in doing so we are here to help. As soon as we receive your direct message we can get started. 

Kei and Marcus - I've DM'd support as you've requested. While waiting for a response, I went to grab images of the user flow and plan I am trying to purchase and now, can't even enter the plan-builder portion of the site (https://www.xfinity.com/digital/offers/plan-builder). It is just cycling through 2-3 redirects in an infinite cycle. I have a screen recording, but am apparently not able to upload it here. This is a separate issue on your site. Let me know if you want the video so you can triage and address.

More on the above issue: Clicking sign-in during the cycle of redirects goes through another set of redirects until it lands on this page (https://www.xfinity.com/) with the following message:

Access Denied

You don't have permission to access "http://www.xfinity.com/" on this server.

Reference #18.8192117.1743434088.32135a1

https://errors.edgesuite.net/18.8192117.1743434088.32135a1

In addition to creating a confusing customer experience - clearly an infinite cycle of redirects is not your intended behavior - this message may be unintentionally revealing information about your underlying systems and security measures which can be a security concern. I'm not a security professional, but I think this exposure may be a gap in your security practices and may not be following best practices for keeping your systems and customer data safe.

Having very similar issues. Spent hours dealing with it between chatting with agents, in store and over the phone. I was told they should have it fixed in about 2 hours and they would call me back. That was over 24 hours ago and still no call. I am getting told the same as you, it’s a glitch in the system or that is a new customer plan though it clearly shows my address and name when signing in to see the deals. Xfinity claims they are unable to honor the price it shows online that I cannot complete as I can’t get past the tv equipment page with getting an error. If you try to have an agent do it on their end you do not get the same price it is alway more. I even have screen shots of everything but they don’t seem to care and won’t honor it.  Good luck I have been dealing with it for days as well. Beginning to think it will never get resolved. It seems as though it is not a priority for them. As a loyal customer for many years we get left behind and new customers get the better deals. 

I'm also experiencing this. I haven't gone through as much trouble as you, but it really is a sign of poor leadership that they can't prioritize any customer experience, even when customers want to pay more. It's almost as if they can't support the faster plans, and are preventing people from upgrading to them. They present them as options to seem like a competent service provider, but our experience as customers tell a different story

Oh, and the pricing on the website was not accurate, it still showed 1G at $100/m which is what I was paying, and 1.2G at $85/m. The phone rep. had better pricing info, 1G was actually $65/m with autopay. I was going to switch to 1.2G because it was apparently cheaper. But my router only handles ~950Gbps, so I stayed on 1G plan, just reduced bill by 45% or $45/m. Just call in...