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screenname137
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Resourceful Response

Contributor

 • 

295 Messages

Wednesday, October 12th, 2022 6:48 PM

Closed

switch to "by the gig"

Why doesn't this work?

"We're flexible

This line is on Unlimited right now, and you can switch it to By the Gig as long as you haven't already used more than the available By the Gig shared data amounts."

But I cannot switch:

"Something isn’t right, so we can't process your change. Wait a few minutes, then try again."

This has been going on for over a week and, as too often is the case, calling in to support does no good: they run into the same problem and have no idea what to do.

Question

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Updated 

2 years ago

 • Edited

731

5

Accepted Solution

screenname137

Contributor

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295 Messages

3 years ago

Finally got a support person that knew how to fix it.  So you just have to try every few days until you finally get "the expert".

(edited)

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XfinityJosephA

Official Employee

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1.7K Messages

3 years ago

Hello, @screenname137, this is something our Xfinity Mobile team will need to work on. I know we can get you switched over to By the Gig if we get the opportunity to revisit your account. Have you already tried contacting our Xfinity mobile team by phone at 1 (888) 936-4968 and by chat using this link? xfinity.com/xfinityassistant/?channel=xMobile

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screenname137

Contributor

 • 

295 Messages

@XfinityJosephA​ 

I have called in twice - one person told me she switched it, but it wasn't and the next person told me they were having the same problem as I had trying to do it myself - I have tried every day now for several days and it always errors out.  The one support person told me it might take a few weeks before it works - no idea what that's about.

This reminds me of the crazy process of trying to get new phones a few weeks ago when almost nothing would work, and you can find many posts about that.  Something is wrong with Xfinity's backend systems that really need to be fixed.

I was given credit for the difference since I cannot change my plan, but I hate thinking I must call in every month to get that credit. 

3 years ago

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XfinityRay

Official Employee

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2.8K Messages

I apologize that this still has not been resolved, @screenname137. I am glad that your account was adjusted but also would like to see this fully fixed. Reaching out monthly would be less than ideal and not something we want to happen. Have you also tried to reach out by chat? We ask because the chat agents are different from the phone agents so may have a way to get that fixed.  

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.
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3 years ago

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aredslc

Contributor

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22 Messages

3 years ago

I’ve had the same issue for over a month. Too many phone calls, chat sessions, trouble tickets to count. Finally giving up and switching to a different carrier. 

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user_258f6b

Visitor

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1 Message

2 years ago

I have the same issue now. Unable to switch back to by the gig from unlimited data.

Failed to process change

Process failed

Something isn’t right, so we can't process your change. Wait a few minutes, then try again.

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user_6ccbe8

Visitor

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1 Message

2 years ago

Still a problem. Last month and this month. Just won't switch. Chat after chat. Call after call. Any solutions yet. So much easier when it was working on the app. 

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