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user_v3l8wg
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10/05/2026 8:03 AM

Need Official Employee Help: Switch Account to $30 Mobile Select Plan

Hi, I am looking for help from an Official Employee to update my mobile plan.
My account was opened in August 2025 and is currently on a legacy Unlimited tier. I want to lower my monthly bill by moving to the newer $30 Mobile Select plan.
However, the automated website dashboard and Xfinity app are restricting my view, and they only allow me to select between the $40 and $50 Unlimited options. Standard phone support was unable to help me process this change.
Could an official digital care representative please reply so I can send a direct message, verify my account, and have my line manually migrated over to the latest pricing structure for the $30 Mobile Select tier? Thank you!

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2 hours ago

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XfinityOrlandoM

Official Employee

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3.8K Messages

2 hours ago

@user_v3l8wg

Thank you for contacting us. We apologize for any inconvenience you’ve experienced while trying to update your mobile billing plan through the Xfinity website or app.

 

You’ve reached the right team, and we’re happy to help with your concern today.

 

Please send us a direct message with your full name and complete service address.

 

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:" line, type “Xfinity Support”.
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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