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user_wz9wyg
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Saturday, December 2nd, 2023 3:12 PM

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Your order deserves a little more attention.

Hello, can someone explain to me why I keep getting the following error message when I'm logged into my account, but not when I try to look at plans when I'm logged out? Because it seems to me that xfinity doesn't want their existing customers to be able to edit their plans online, even if it is to add services. And it's actually ridiculous that even when I call the number, all they do is try and up sell me and not listen to the actual problem I'm experiencing. How can I know what I want in a plan, when you literally will not let me see or edit mine? Insane.

Your order deserves a little more attention.

Unfortunately, we're unable to complete your request online, but our knowledgeable representatives are available to help you right now.

Call 1 (877) 338- 9791

Question

 • 

Updated 

1 year ago

 • Edited

1.6K

2

XfinityEva

Official Employee

 • 

1.6K Messages

1 year ago

Hey @user_wz9wyg thanks for reaching out about the issues you are experiencing when looking to modify your existing plan. Please make sure you are signed in as the Primary user and also this can happen when a plan you have is no longer offered or different equipment is needed. We would be happy to help and take a look at your options together! Please send us a direct message with your full name and service address to get started. 

 

To send a direct message: 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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

0

user_wz9wyg

2 Messages

1 year ago

I will send a message, but yes I have been logged into your website the entire time. That is the problem. I can't view my plan or any existing plans while logged in as an existing user, only if I log out and go back to the https://www.xfinity.com/digital/offers/plan-builder link. Maybe the plan I have offered isn't there anymore, but how else am I supposed to change/upgrade it? I don't want to do it over the phone, I'd like to be able to review the information online, and make the decisions myself.

1

0

XfinityEva

Official Employee

 • 

1.6K Messages

 
That's totally understandable, and I apologize for the inconvenience. I received your direct message and we can provide the plans there for you to review and compare and send you an approval once we have the plan that best works for you. We can circle back here to share what the issue was (equipment, plan, etc) for anyone experiencing similar issues. 
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.
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1 year ago

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