Description: See title.

Impact: Customer unable to purchase plan upgrade online. Frustrating customer experience. Xfinity losing out on money. 

Steps to recreate:

1. Start here: https://www.xfinity.com/digital/offers/plan-builder

2. Select desired plan from "Choose your speed"

3. Go through rest of purchase flow
4. Arrive at the shipping step of the purchase workflow (https://www.xfinity.com/digital/install)
5. Select desired shipping option for equipment > click next.
6. FAILURE: A page showing the following message:

Looks like something went wrong

We're sorry about that. Please try again. XCP GraphQL Status API Failure XCSCP.400.1.3

This has happened over 10 times over the last 7 days and is consistent across plans and time - I'm literally unable to purchase anything through your website.

2 out of 10 times it did go through (absolutely no change in user selections on my end) and I was presented with an order number. But there was

1. no email confirmation

2. no change to my plan online

3. no awareness or record of the purchase from phone-based customer support

Bonus actions:

1. call customer support 4 times.

2. face aggressively unhelpful customer service representatives

3. Realize their system does not match what offers/plans are presented to me (or it's part of their strategy?)

4. They try to talk you into adjacent plans that are demonstrably worse (more restrictive, higher cost, longer contracts, hidden conditions)

5. Be told "no one on our side has the ability to look up an order number" - what?

6. Wonder if there can possibly be a worse customer experience than the one Xfinity is delivering

7. Realize you have spent more than 5 hours of your life trying to pay a company more money and getting nowhere

To be honest, I don't blame the customer support representatives I've been talking to. I blame Xfinity's leadership (CustEx and technology) who has either designed or allowed this customer experience to persist. This is embarrassing to see and honestly really damaging to Xfinity's brand. If they weren't a monopoly in my area, I would have switched long ago. But a local monopoly is no excuse for poor service and customer experience. Do better Xfinity. And for heaven's sake, fix this issue.