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banilad
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Friday, August 29th, 2025

xfinity rejecting my attempts to up grade netflix

I have talked to mutiple people at xfinity and netflix and no one has an answer. I was increasing my internet speed when the xfinity customer service rep told me I could get a package that including my current netflix service and get apple + and peacock at the same price. I said sure. She didn't mention that my netflix package would go to basic (with ads). When I had xfinity remove the "upgraded" package, netflix remained at at basic. I have tried for two weeks trying to return it to my orginal service but it refuses to accept any change. AND NO ONE has an answer other than change emails, or transfer profile.... I'm thinking... how about, finding out way it will not upgrade on the xfinity side. NOTE TO MANAGEMENT: you are losing revenue because no one cares enough to fix the problem.  Please figure this out.   Thank you for letting me rant. 

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1 month ago

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XfinityAmandaB

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2.6K Messages

1 month ago

 

banilad This would be our Stream saver feature and offers a great deal for all 3 subscriptions. When you activated your stream saver there was an option to use your current Netflix account and the cost difference in the subscription would have been added to your Xfinity bill. 

If that was done you can still upgrade your Netflix subscription to a higher level. Since you are running into an error I would recommend starting at https://netflix.com/account and using the change plan option there. Is that where you have already attempted to change your subscription level? 

 

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banilad

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yes, I already tried to change it from my netflex account and it gets rejected. I even had a netflex customer service rep try and they failed and said it was Xfiitiy that was rejecting it. Someone a xfinity suggested waiting 30 days for the billing cycle to complete... is that something that makes sense?

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1 month ago

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XfinityJorge

Official Employee

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2.5K Messages

Yes, allowing the cycle to complete makes sense and we are here to take a look into this for you. To get started can you send us a DM with your full name and service address?
Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message

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1 month ago

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