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Retired Employee

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5.9K Messages

Wednesday, March 17th, 2021 6:50 PM

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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.

Question

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Updated 

4 years ago

20.2K

24

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donald1979

Regular Visitor

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6 Messages

4 years ago

I can't manage my services because flex is in my plan. When trying I received the below error. My contract is up in less than 3 weeks and I'd like to be able to manage my services. Thanks for your help!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.

Note: This comment was created from a merged conversation originally titled Can't manage plans due to flex

1

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XfinityAmira

Official Employee

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4.1K Messages

Hello @donald1979, thanks for reaching out to our Digital Care Team on our Forums page. We appreciate you being a customer with us and for your interest in repackaging your service(s) with us as well. I truly apologize for the delay and also for the error you're receiving when trying to manage your account online. This is a known issue we're working on correcting and we would love to assist you with any service needs in the meantime.

 

To further assist, can you please send me a Private Message including your first and last name as it appears on the account? To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 

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

4 years ago

0

lffakyle

New Poster

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3 Messages

4 years ago

When I click "Change Plan" in my account settings, I get the following error: 

 

"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."

 

I don't really want to call in just to see what options are available to me; I had no issues with this before, apparently getting Flex messed up the system?

Note: This comment was created from a merged conversation originally titled Unable to browse/select different internet plan due to Flex

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jbeck1

Contributor

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20 Messages

4 years ago

How do I cancel Flex and return the equipment? If I'd known that I couldn't shop for packages just because I have Flex I would have never accepted it. I don't use it at all anyway.

This has been a known issue since at least last summer with promises to have it fixed by September 2020. It's still not fixed nor is there anything mentioned about how to cancel.
Note: This comment was created from a merged conversation originally titled Cancel Flex

2

donald1979

Regular Visitor

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6 Messages

4 years ago

I can't manage my service online please help! I have flex. Thanks!

Note: This comment was created from a merged conversation originally titled Can’t manage service online

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skim_0807

New Poster

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2 Messages

4 years ago

Hello,

 

I am not able to view or manage my plan because I have Flex included. I receive the message:

 

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

 

Can anyone please provide assistance with this issue?  I would like to be able to view and manage my plan options. Any help is appreciated!

 

Thank you!

 

Note: This comment was created from a merged conversation originally titled Not able to view/manage my plan because I have flex - please help

1

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CCChe

Official Employee

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6.9K Messages

Welcome to the Xfinity Forum, @skim_0807! You've come to the BEST place to get help with managing your plan. To get started, send a private message with your full name and the account holder's name if different than you, and the numbers associated with your service address. To send me a message, click on my name, "ComcastChe," then click send a message. 

I no longer work for Comcast.

4 years ago

0

jsargent14

New Poster

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2 Messages

4 years ago

Seen the issue multiple places on the forums. Cannot see any plans that are available to me because Flex is on my account. Can it just be removed? I dont use it anyways. Roku is much better and is built into my TV's. Got flex as it was free but just more of a headach than anything. 

Note: This comment was created from a merged conversation originally titled Unable to look at available plan options due to Flex on account

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genosox

New Poster

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4 Messages

4 years ago

When trying to browse plans online I get the following message:

 

"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."

 

I have tried several times over the past few months to log in and look at services, but continue to get this message. Chat was unable to help.

 

Let me be clear... I do not want to call anyone. I do not want to cancel Flex, and I do not currently wish to change services. I should have the same ability to look online like anyone else with a Comcast account.

 

Note: This comment was created from a merged conversation originally titled Can't view plans due to Flex - NEED HELP!

4

JedWare

Regular Visitor

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14 Messages

I am in the same situation. Comcast stated last year this was suppose to be fixed by Q4 2020. We are now into Q1 2021 and nothing has changed.  I would really like to know a date Comcast expects to meet to fix this issue.

4 years ago

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XfinityNima

Official Employee

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39 Messages

Hi @JedWare and @genosox,

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

4 years ago

genosox

New Poster

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4 Messages

@ComcastNima 

 

Why is it that some people have are able to send a message and get a "temporary work around" and some people aren't? What makes them a more favorable customer? This is ridiculous!

4 years ago

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XfinityMartyR

Official Employee

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2K Messages

Hi, @genosox! We would be more than happy to review your plan, and services with you.

Please send us a Private Message with your first and last name. To send a private message, please click my name "ComcastMartinR" then select "Send a Message" on the right side. 

Thank 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

4 years ago

0

SamSal

New Poster

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4 Messages

4 years ago

I'm trying to add and change a couple services but I'm having the same Flex problem as everyone else. Can someone help me with the temp work around, please?

Note: This comment was created from a merged conversation originally titled Want to add services but the flex problem

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SamSal

New Poster

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4 Messages

Anyone out there? Could use some help. I'm trying to switch from directv to xfinity cable(adding to existing internet) and possible xfinity mobile, but I have no desire to chat or talk to anyone trying to upsell me. This Flex is becoming far more of a hassle than anything helpful.

4 years ago

0

j_f1

Contributor

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51 Messages

There is no solution except to cancel your flex service. I went through this same thing about a year ago. Be aware that canceling flex service and returning the flex device are two different transactions. When the flex service is canceled you will be able to shop online again, it was literally overnight that it worked like that. They have promised to fix this for almost a year, but have not yet, and I don't think they will. I was able to cancel my flex service via chat, and then I found a link with a fedex or ups equipment return label to use and returned it.

4 years ago

0

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