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user_e39349
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Tuesday, January 11th, 2022 2:15 AM

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Upgraded internet plan and Flex stopped working

I upgraded my internet package today and the Flex device I have has stopped pairing with my service. I can't find a way to re-add the device. Calling support earlier only had them reboot my modem but the Flex isn't pairing. I've been prompted to add Flex to my account so they send me a device, but I don't need a new one - I just need the old one to pair again. I don't want to exchange or return the one I have, either - I just want it to pair again. I haven't been able to get a live contact through the help line and none of the troubleshooting addresses this.

Question

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Updated 

3 years ago

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XfinityDemitrius

Official Employee

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1.4K Messages

3 years ago

Hey! Thank you for contacting customer support through our Xfinity Support Forums. I hope you are doing well. I would be more than happy to offer my assistance. Have you been able to visit our Xfinity Flex Activation Process Overview support page which provides you with ways to activate and pair the Xfinity Flex equipment along with Activation Troubleshooting steps near the bottom of the support page? Please give this a quick review and see if you are able to get the device connected and message us here on any progress. 

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user_b7c22e

Visitor

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3 Messages

3 years ago

I have the same problem. Flex stop working after renewing the internet plan. Wasted my time chatting with the careless chat Reps. Told the guy I do not need or want a new Flex, just need the current one I have back to working again. He promised he will help with that and the current Flex will be reactivated after 30 minutes or so. Never happened, but instead received an email saying that I have an order for an additional Flex and they are shipping it out. 

They will charge me an extra $5 per month for the extra Flex that I did not request from the beginning. Now I have to wait for that extra Flex to arrive then have to return it. What a waste of my times contacting their semi-robot representatives. Felt like their Reps just [Edit: Language] to the customers to brush you off but not really help with what you need.

(edited)

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XfinityBillie

Official Employee

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2.9K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear of this experience and would love to further assist you to make sure that the additional charge is removed and that the Flex service is working for you. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" 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

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

3 years ago

0

user_b7c22e

Visitor

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3 Messages

I had to make a schedule to get call back to talk to someone. Luckily I was able to talk to a helpful guy name Lex who went to an extent to help resolve my issues. 

The real concern remains is that what will happen on my next renewal? Will my Flex get removed from my account again? Then have to go through all the pains before (and if) I hit the Lex lottery, if he’s still working with Xfinity. 


How difficult is it to just move whatever devices a customer has when they renew or move to a new plan without any service interruptions?

3 years ago

0

CCTimothyA

Problem Solver

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785 Messages

@user_b7c22e I am glad to hear that the issue resolved. This is never the experience we want our valued customers to have when they are renewing their package. I can say that this normally does not happen when renewing the package. 

I no longer work for Comcast.

3 years ago

0

abortoletto

Regular Visitor

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3 Messages

3 years ago

I'm dealing with the same issue. Nothing on the xfinity flex activation page is helpful. 

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XfinityChad2

Official Employee

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263 Messages

@abortoletto​ can you provide more info on what your experiencing?  What are your seeing on the TV screen? Is there a specific error code or error 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

3 years ago

0

abortoletto

Regular Visitor

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3 Messages

Hi! Yes, as soon as we turn the Flex on, it says error 00250. I recently upgraded my internet plan as as soon as it switched over to the new plan my flex stopped working. 

3 years ago

0

XfinityAlfonso

Official Employee

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1.2K Messages

o so much for this context. Error 00250 is one that we will need to work with you on in order to resolve. Please use the information below to communicate with us 1-1 so we can get this all cleared up for you. 

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

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

3 years ago

0

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