Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_ci
1st Topic
1st Like

6 Messages

Monday, December 9th, 2024 4:48 PM

Xfinity website won't let me see Internet plan options

Hi there,

I am able to log into the Xfinity website just fine and see all of my account and billing details. However, when click the "upgrade speed" link on my internet plan, the website no longer shows me what the other speed options are. Instead, it redirects to an error page that just says, "We're sorry. Please contact us and one of our friendly and knowledgeable representatives can help". This used to work fine and show me all of the speed options until a few months ago, and I didn't change anything about my account.

I called the 1-800 number and talked to someone who gave me the other options verbally, but I'd still like this part of the website to work in case I want to upgrade my speed myself later. Is there someone that could help file a bug report with the Xfinity website team, or look into my account, to see why the website won't let me see Internet plan options anymore?

Thanks

Question

 • 

Updated 

1 month ago

75

2

0

Was this helpful?

EG

Expert

 • 

108.1K Messages

1 month ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

XfinityThomasA

Official Employee

 • 

2K Messages

1 month ago

 

Hello, user_ci! Welcome to the Xfinity Forums community. I know I like to look over things online too so I know it's important to be sure we get to the root of the issue you're experiencing with Xfinity My Account. You've reached the right place. What web browser are you using and have you tried another and/or clearing cache and cookies on your device? 

 

7

0

user_ci

6 Messages

Hi - yes. I've tried both on Safari 18 using macOS 15, as well as on Microsoft Edge 131 on Windows 10. Clearing cookies and history has no effect. I don't think it's a login issue - I can get to everything else just fine, but the site itself redirects me to this error page right as its trying to load what the plan options are. It seems like something in the backend system doesn't like something about my account and throws an error instead.

Like

Reply

1 month ago

0

XfinityThomasA

Official Employee

 • 

2K Messages

Thank you for being our eyes and ears on the other end, user_ci. Can you try to log in here and let me know if you're able to view the speed options available? 

 

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

Like

Reply

1 month ago

0

user_ci

6 Messages

@XfinityThomasA​ Sadly that link did not work any differently than the normal link.

I uploaded a screen recording of the issue that you can find here, if it's helpful: https://youtu.be/RnNgzopf8tE

Like

Reply

1 month ago

0

XfinityThomasA

Official Employee

 • 

2K Messages

 

user_ci - Thank you. Can you walk me through the steps you're taking when you log in online?

 

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

Like

Reply

1 month ago

0

user_ci

6 Messages

1. Go to xfinity.com
2. Click the account icon at the top right, then click "Sign in"
3. Enter my email address, then click "Let's go"
4. Enter my password, then click "Sign in"
<- I am redirected back to xfinity.com, but now signed in.
5. In the menu along the top of the page, click "Change plan"
6. In the "Internet" section, next to "Superfast Plan", click "Upgrade speed"
<- A page starts to load that has the header "Xfinity is available at your address. Build your plan"
<- After a few seconds, it automatically redirects to the error page.

Like

Reply

1 month ago

0

forum icon

New to the Community?

Start Here