Can't change By the Gig plan to Unlimited

@XfinityElizabethA​ We had tried to change the plan both online and via the Xfinity My Account app. In both cases we were only given the option of changing the amount of data on the By the Gig plan (e.g. from 1 GB to 3 GB), but there was no option to change it from By the Gig to Unlimited. Is there some higher tier of service we can contact? 

@XfinityElizabethA​ If by chat representatives you mean the bot, we've tried that. The bot spits out links for changing our data plan, and when we click on them we're taken to the same screens we were at before which only allows us to change the By the Gig amount. The only other option the bot has given us it to call the support number, but as you know from my original posting the CSRs listen to our problem, put us on hold and them come back and tell us that everything has been fixed, which it hasn't. 

@e_t_clark I appreciate you getting back to me about this. To clarify: I am not referring you to the bot. Please go to this link https://www.xfinity.com/xfinityassistant/?channel=xMobile&linkId=181546677 and type the word "agent" until and agent joins the chat. 

I clicked on the link you provided. I was then taken to the bot, where I typed "agent". The bot asked me if I needed help with Xfinity Mobile or Xfinity Services. I replied Xfinity Mobile. The bot then asked if I needed help with Activation, Billing, Troubleshooting or Other. I chose Other. The bot then told me that I could have a CSR call me, so essentially we're back to where I said we would be.

Thank you for clarifying. I can have a member of our Xfinity Mobile advanced support team contact you about this.

If you could send our team a private message with your full name, the name listed on the account (if different), the service address associated with your account, and the Xfinity Mobile lines (phone numbers) affected by this issue, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session.

When should I expect a response? I did as you said and have not gotten a response. It's getting late where I live and I'd like to resolve this ASAP.

@DaveO3​ I went into the Xfinity My Account app and selected Change Plan, which opened a browser. In the Mobile section of the web page it showed our two phones. For my wife's phone it had the "Manage unlimited data" link. For my phone it had the "Change shared data" link. Clicking on the "Change shared data link" took me to the page that allows me to change the shared data amount as we have seen previously. Nowhere did I see the Upgrade option.

If you are actually on the NEW PLAN then from the App when you select Billing and scroll down to Current Cycle, select View Current Cycle etc. you should $15 for By the Gig and $30 for your unlimited line. If it shows $30 for the unlimited line, then you are on the NEW PLAN. If not, then that has to be fixed/verified first. 

Then if you still cannot change the By the Gig line to unlimited, verify that the IMEI on each of your phones matches the IMEI shown in the App for each device. 

Bottom line, verify that you are on the NEW PLAN, with XM if necessary, then you should be able to switch the data options for each line yourself. 

@DaveO3​ I am seeing $15 for the By the Gig phone and $30 for the Unlimited phone, so we are on the new plan according to what you're telling me. The IMEI's associated with each phone match what I see online. We should be able to switch the data options ourselves but we can't.

The good news is that you are on the NEW PLAN. 

All I can suggest now is to go into settings, clear your website data on both phones, power off and then on, and try again from your phone. 

Maybe change the By the Gig to $30 so that the one phone now gets at least 3GB. Then later try to change that phone to unlimited?

Good Luck!

@DaveO3​ Thanks. I've been in contact with Xfinity Support via Direct Messaging since last night. They told me that they will get back to me within 24 to 48 hours. If they can't fix it at their end we have considered removing the phone from the account and then adding it back. If that doesn't work there are plenty more fish in the sea and we aren't locked into a contract.

Hello @Mr-DJ, and thanks for reaching out with your concern. Can you please create a new public post of your own with your concern we can assist you from please? We need to make sure we help you out from your very own concern, and not a comment on another customers concern please.