Xfinity Subscription Management Portal is Broken – Cannot Upgrade Peacock or Manage AMC+, HBO Max, etc.

To Whom It May Concern,

I’m reporting a long-standing issue with Xfinity’s digital subscription management portal at the following link:
https://www.xfinity.com/digital/entertainment-management/video

This page is supposed to let customers manage streaming subscriptions like Netflix, Disney+, Peacock, AMC+, and HBO Max. However, it consistently fails to function properly, resulting in a poor experience and an inability to upgrade or manage existing services.


---

What’s Going Wrong:

1. I currently have Peacock Premium (the free version) through Xfinity.


2. On the portal, I’m given the option to upgrade to Peacock Premium Plus for $13.99, which I select.


3. I then add AMC+, and click “Next.” Instead of continuing, I get the message:
“Something went wrong with our site. Sorry, try again later.”


4. This happens every time, on different browsers and devices, while signed into my Xfinity account.




---

Support Has Been Unhelpful:

The first Xfinity agent I called ignored the specific portal link I provided and insisted I contact the streaming providers directly. I explained that both Peacock and AMC+ have already told me that if the subscription is billed through Xfinity, Xfinity is responsible for managing plan changes.

Those streaming sites even link back to Xfinity, but their hyperlinks simply redirect to Xfinity’s homepage, not to a working management tool.

The second agent I spoke to said a report was submitted but told me that my only option was to cancel my current streaming accounts and re-subscribe through the cable box using the desired plans. This is both inefficient and an unnecessary waste of time. Even the agent acknowledged it was not a proper solution.

Later, someone from advanced support called me, confirmed they had created another ticket for this, and promised a follow-up. That was several days ago, and I’ve heard nothing since.



---

More Issues from the Cable Box:

I also went into the account settings on my Xfinity cable box and checked the Subscriptions section. It incorrectly says:
“You have no subscriptions”

This is false. I am actively being billed for HBO Max, and I clearly still have Peacock Premium access — yet neither service appears in the cable box interface. I have taken a picture of this screen as proof.


---

Why This Matters:

Customers should be able to manage their subscriptions directly, especially if Xfinity is the billing party.

The current tools are broken or misdirect users, with no proper workaround that respects the customer’s time.

Cancelling and re-subscribing through the cable box is not a reasonable solution.

Xfinity advertises itself as a convenient all-in-one entertainment hub, but this experience contradicts that promise.



---

What I’m Asking For:

1. A clear escalation to the engineering or technical team responsible for the subscription portal.


2. A working solution that allows me to upgrade my Peacock plan and subscribe to AMC+ without needing to cancel or re-sign up.


3. Transparency on whether this issue is being tracked and when it’s expected to be resolved.


4. Correction of inaccurate information on the cable box under “Subscriptions,” which falsely shows no active services despite ongoing billing.



I am ready to provide screenshots and further documentation if necessary.