XfinityJessie's profile

Administrator

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4.4K Messages

Wed, Mar 17, 2021 6:50 PM

Managing your Xfinity Account online

We recently resolved an issue that was preventing Xfinity Flex customers from managing their Xfinity services on Xfinity My Account. All Flex customers should now be able to manage their Xfinity services through My Account online or through the My Account app, including browsing or adding additional Xfinity Services and changing your Xfinity plan.

 

We apologize for any inconvenience this issue caused and thank you for your patience as we worked to resolve it.

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Accepted Solution

Official Solution

Administrator

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4.4K Messages

7 m ago

We recently resolved an issue that was preventing Xfinity Flex customers from managing their Xfinity services on Xfinity My Account. All Flex customers should now be able to manage their Xfinity services through My Account online or through the My Account app, including browsing or adding additional Xfinity Services and changing your Xfinity plan.

 

We apologize for any inconvenience this issue caused and thank you for your patience as we worked to resolve it.

New Poster

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2 Messages

1 y ago

I was able to see promotions on the website before I got the Xfinity Flex but after I received it I couldn't see plans anymore. So the only way I can see promotions is to return the flex box. So I have to return the equipment, change my plan and then order another flex box. Seems like way too much extra just to see plans. It's a waste of time for me and a waste of money because comcast is getting back a used flex box and have to send another one out. 

Note: This comment was created from a merged conversation originally titled Why is it so hard to change a plan when you have a flex box?
trasixes

Frequent Visitor

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14 Messages

1 y ago

I've been contemplating adding/changing my services, and while I can login and pay my bill without issue, if I attempt to even see pricing/available services, I am greeted with...

 

" Since Flex is in your plan, the Xfinity Assistant can help complete your order online. Or, you can call 1-800-XFINITY. "

 

I have no desire to call customer service, or use chat/email to contact Xfinity whenever I want to see what Xfinity services are available to me. I would very much prefer to access this information as I did before I added Flex to my account. 

Any help is greatly appreciated!

 

 

Updates: I've tried calling 1-800-XFINITY (Most recently was told they couldn't remove Flex because my under contract for my internet access???). The Xfinity Store couldn't help - told me to call the 800 number.  Same with chat - call the 800 number.

Note: This comment was created from a merged conversation originally titled Can't manage my plan because I have flex - PLEASE HELP (Updated)
jfederline

Contributor

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50 Messages

100% agree with this. Encountered this today, too. If I knew that adding a free service would lock me out of being able to shop online, I would never have gotten it. I also don't have any desire to speak to agents on the phone just to shop internet plans in this day and age. I should have let my better judgement prevail and not gotten something for free from Comcast. I'm not impressed with flex at all compared to roku, and was already thinking of getting rid of it.

Now I'm trying to figure out how to cancel flex. The chat assistant doesn't have anything for "cancel flex", and the FAQ for flex only addresses equipment return, not service cancellation, so it looks like I will now be holding on the phone. If I'm having to speak to someone on the phone anyway now, I'm getting rid of flex, since I don't want it anyway, and it now prevents me from shopping internet plans online.
Again

Expert

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26.5K Messages


@trasixes wrote:

Not sure why my other post was deleted. It says abbreviated profanity, but there was nothing of the sort there.  

 

Still looking for help though!


It was deleted because you quoted the post that was in violation.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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jfederline

Contributor

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50 Messages

Over on Xfinity official Reddit, conclusion is to just cancel flex. There's a post there updated in the last day about this. The Reddit OP said the ability to manage plan online returned after cancelling flex service.

I had to call to cancel flex. The chat assistant doesn't know anything about cancelling, and you can't cancel flex service online, you can only start the return the equipment process online, still have to cancel flex service separately.
trasixes

Frequent Visitor

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14 Messages


@jfederline wrote:
Over on Xfinity official Reddit, conclusion is to just cancel flex. There's a post there updated in the last day about this. The Reddit OP said the ability to manage plan online returned after cancelling flex service.

I had to call to cancel flex. The chat assistant doesn't know anything about cancelling, and you can't cancel flex service online, you can only start the return the equipment process online, still have to cancel flex service separately.

Thank you! Sounds like the way forward.

jfederline

Contributor

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50 Messages

Confirmed - I can shop for plans online again today after canceling flex yesterday, seems a day delay to finish the process. Free UPS shipping label to ship the flex hardware back to them at xfinity.com/returns.

jfederline

Contributor

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50 Messages

1 y ago

I second this. Just encountered this today myself. Since I don't watch using flex ([Edited: "Language"]) and I value shopping online without the hassle of interacting with Comcast employees due to low usefulness [Edited: "Language"], I will be cancelling flex. I thought hey, it's free, what does it hurt to try it... Well, it makes your online shopping experience into a zombie website. Thanks for nothing, Xfinity.

Note: This comment was created from a merged conversation originally titled Re: Can't manage my plan because I have flex.
trasixes

Frequent Visitor

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14 Messages


@jfederline wrote:
I second this. Just encountered this today myself. Since I don't watch using flex ([Edited: "Language"]) and I value shopping online without the hassle of interacting with Comcast employees due to low usefulness [Edited: "Language"], I will be cancelling flex. I thought hey, it's free, what does it hurt to try it... Well, it makes your online shopping experience into a zombie website. Thanks for nothing, Xfinity.

Wow, your experience is a mirror image of mine (and probably countless others, now that I consider it). 

 

The Flex was free, so I thought I'd give it a shot, and in the end found it lacking. Now I'm regretting my decision.

New Poster

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2 Messages

1 y ago

I am wanting to explore options for changing my services and bundles, but I cannot see deals or other services because I have flex. I cannot find a way to pause or cancel my Flex in order to look at options. What can I do to either cancel flex or see packages for upgrade?

Thank you.
Note: This comment was created from a merged conversation originally titled Flex

New Poster

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3 Messages

you can talk to an agent online through chat. I was in the same position as you and i don't like talking through phone as much. When i was chatting online with an agent i asked about what offers thay had and what other services i could get. Sometimes you'll get lazy workers that will only give you expensive offers. But luckly the second time i chatted with a customer service agent they gave me the option to upgrade my internet with a 1 year contract and stay with the same price.

 

When you go online and try to change your services it will take you to a page that says you either have to click on xfinity assistant or call a number. click on the xfinity assistant option and it will take you to a chatting page where it will connect you to an agent.

XfinityJoeB

Official Employee

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6.9K Messages

Hi Jbanks74. Thank you for creating a post on our Forum. I can assist with with reviewing your account and the various options available. To get started, please send me a private message and include your full name and service address so I can assist you. Click my name (ComcastJoeTru) to view my profile, then click the link that says "Send a message". There you can private message me. 

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New Poster

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5 Messages

1 y ago

I was wanting to look at the pricing for internet packages since pricing changes from time to time but I can't since I have the Flex device.
My web browser gives an errorCode=DFPLN1011
Note: This comment was created from a merged conversation originally titled Can't manage my plan because I have Flex. SECOND MESSAGE

New Poster

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2 Messages

1 y ago

I was thinking about changing my plan, but ever since I added flex I can’t access the “change plan” option. I saw this has been a problem that was slated to be fixed by September. Is there a fix or workaround available yet?
Note: This comment was created from a merged conversation originally titled Can’t see other service plan offers now that I have flex

Official Employee

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2.8K Messages

Hi there, pete6640. Sorry for the inconvenience about that! It is something we are aware of. What we are suggesting for now is the option to work with us here to partner together on going over any options or changes that you may be interested in. Are there any specific changes you'd like to make to your plan or is there anything in particular you're interested in hearing more about?

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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Regular Visitor

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2 Messages

1 y ago

hello, I am unable to change service due to flex in my plan.

Please assist thank you
Note: This comment was created from a merged conversation originally titled UNABLE TO CHANGE SERVICE DUE TO FLEX

Frequent Visitor

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24 Messages

1 y ago

Like I've seen in several other posts, I decided to check out the Flex.  Now, in typical comcast fashion, this broke their site.  Now I can't view or make changes to my plan.  This is unfortuanate since my current promotion just expired and I am looking for a new plan.

 

Need some help!

Note: This comment was created from a merged conversation originally titled Tried a Flex and now I cannot manage my account

Official Employee

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2.8K Messages

Hi there, jkbuckethead. Good morning! We are aware of this and we are sorry for the inconvenience it has caused. As a temporary solution, I would be more than happy to help you with any plan changes. Please send me a PM with your first and last name and we can go from there.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

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

New Poster

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3 Messages

1 y ago

I am looking to maybe come back to standard TV but when I try to shop for plans online, I see the error "Thanks for getting started! Since Flex is in your plan, the Xfinity Assistant can help complete your order online. Or, you can call 1-800-XFINITY." If I need to cancel Flex in order to do this, that is fine but I don't see an option to cancel Flex. Any ideas?

Note: This comment was created from a merged conversation originally titled Trying to shop other TV packages but get error about Flex

New Poster

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2 Messages

I spent far too much time chatting and calling support and I was told this error is intentional. I am very disappointed as a customer. Apparently, we have to call in every time we want to change our plan or even know our options for changing our plan just because we have flex.

Official Employee

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39 Messages

We're aware that the current My Account functionality is preventing Flex customers from exploring services online. Our development teams are actively working to have the long-awaited update in place soon. Once the change is implemented, we'll post an immediate notification here.
 
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

New Poster

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2 Messages

1 y ago

Can't view upgrade offers online or make changes to my account, because of Flex subscription.

 

In another thread, a Comcast Rep stated they were working on a fix. Is this still being worked on? Obviously, a solution wasn't found by September as they had hoped.

 

I tried getting information about current promos via Chat, but the agent didn't seem to understand what I was talking about.

Note: This comment was created from a merged conversation originally titled Flex subscription prevents upgrading plan online.

New Poster

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2 Messages

10 m ago

I have been unable to change my plan ever since I added flex. Each time I go to change plan, it takes me to an error page that says

"Looks like you'll need some extra help completing your order. Thanks for getting started! Since Flex is in your plan, the Xfinity Assistant can help complete your order online. Or, you can call 1-800-XFINITY."

It has been like this for the past 6 months. I called customer service 4 months ago, and they said someone should email me with a resolution, but I have not gotten any emails so far. Is there any other way to resolve this issue?

Note: This comment was created from a merged conversation originally titled Can't change plan on the xfinity website with flex

Official Employee

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839 Messages

Hi @petex8989,

 

Unfortunately this is a known issue the dotcom teams are working on. You'll need to chat or call in (preferrably to Retention) and they can make the change for you. 

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

New Poster

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2 Messages

I ran into this as well. How do I even know which plans I am eligible to change or upgrade to? I asked to have a list of them sent to me, but I just got hung up on.

Regular Visitor

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2 Messages

10 m ago

Responding to the post from @ComcastMorgan at: https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Can-t-manage-my-plan-because-I-have-flex-PLEASE-HELP-Updated/m-p/3372003/highlight/true#M34147

 

I am looking for options to change or upgrade my services, but I am receiving the message "Since Flex is in your plan, the Xfinity Assistant can help complete your order online." Can you fix my account so I can view offers for internet and tv service online?

 

Update: I chatted with an Xfinity rep to review offers.

Note: This comment was created from a merged conversation originally titled Can't manage my plan because I have flex - PLEASE HELP
tcp100

Frequent Visitor

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11 Messages

10 m ago

I check every few months to see what's available to me - even two weeks ago I was able to browse new internet plans, but now I'm being told I need to talk to a representative to change plans simply because the free FLEX service is on my account.

 

I barely use the thing, but this makes for major inconvenience. I've seen other people having the same problem and it was noted as being an error?

 

I see: "errorCode=DFPLN1011"

 

Is there any way to un-restrict my account so I can shop plans, or just cancel FLEX, as I don't even use it?  I hate waiting on hold and having someone describe plans and fees to me, I'd rather see it in writing online. 

 

Others have apparently had success in getting this fixed on their account. Any advice?

Note: This comment was created from a merged conversation originally titled Can't change plans due to FLEX being on my account

New Poster

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4 Messages

Same thing happened to me too. Did you get this resolved? Did returning the Flex help?

tcp100

Frequent Visitor

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11 Messages

I have not gotten it resolved. The chat folks don't seem to understand anything about Flex, and I haven't had the time to sit on hold and talk to a rep.  I had to talk to a rep to change my plan though, and brought up the Flex and she said it wasn't her department.. sigh.  So I'm still stuck in that position that I can't do anything online since I have Flex.


Why in the world Flex, a free add-on, stops anyone from changing their plan is beyond me.  Other messages in here say it was a "bug" that was supposed to be fixed back in September, but apparently it's not a priority. Strange. 

 

This whole thing led to my other question on here, about the $10 AutoPay discount -- the whole reason I would rather do things online is so I can see things and terms in writing, versus taking a representative's word for it,  which is the situation I'm in now. 

 

Not a good experience, Comcast. Please fix it.  

 

I will update if I have any luck returning the Flex this week, but it seems hold times are high.

New Poster

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2 Messages

Bumping this as I have the exact, same, incredibly annoying issue. I have spoken to 3 representatives now that were not able to help. I am looking to build a plan, exactly how I was able to before accidentally taking flex (I thought, oh free, okay, whatever). One of the reps, in leiu of helping solve this technical issue, was taking nearly 10 minutes to bring up information that was coming up instantaneously before. This is just incredibly aggrevating as my connection has never been delivered anywhere near it's promised speed and now I have no choice but to order more but do not want to get ripped off as I did the last time I picked a plan. 

New Poster

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2 Messages

I have this exact same problem... I can't even transfer my service to a different address.
Basically this "free" add-on had now cost me the ability to manage my account online. This is very upsetting and I am highly dissatisfied with Comcast/Xfinity

Official Employee

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465 Messages

@szeligal Thanks so much for taking the time to reach out to us regarding your programming package concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. We always have offers and options, available for our current customers I would love to get you set up with an account review. Can you please reach out through private message with your first and last name, name on the account if different, and service address? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/391oRyp;

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

New Poster

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2 Messages

9 m ago

Exact same issue as https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Can-t-manage-my-plan-because-I-have-flex-PLEASE-HELP-Updated/td-p/3361363 

 

Anyone can help?

Note: This comment was created from a merged conversation originally titled Can't manage my plan because I have flex

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