rmm17's profile

New Poster

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1 Message

Tue, Oct 20, 2020 8:00 PM

Cannot change plan/view offers online

My two year contract recently expired, but when I attempt to use the "Manage Plan" option to look at different services I am always redirected to a "Please contact us and one of our friendly and knowledgeable representatives can help."  If use the virtual assistant, I will be shown one package offer, but cannot view any others.

 

Because I have some hearing difficulties, I would vastly prefer to shop online rather than over the phone, or in person with someone wearing a mask.  I believe the root problem may be because I have one of the discontinued/older plans that included Netflix as part of service, similar to the trouble some Flex users have. What can be done to resolve?  

Responses

Official Employee

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2.7K Messages

1 y ago

Hi, rmm17. Thank you for posting here for support! You came to the right place for help. 🙂

 

The 'manage plan' option typically only works if you have internet-only service, so I would be happy to step in an help you out with reviewing what offers are available to you. To get started, please send me private message with your first and last name. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  We look forward to hearing from you!

New Poster

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1 Message

10 m ago

Hi Morgan, I am in the same boat.  Through nearly a dozen support chats online or by phone (mostly incorrect re-routes or hang ups) , only one person stated similar to me and I was hesitant to believe that could be true!  Would you be able to help me similarly?  My contract is up and I would like to re-up at the lower contract rate.  Thanks!

XfinityChe

Official Employee

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6.1K Messages

10 m ago

Hi @Clyde57! Thanks for using our Forums to get help with renewing your rate. I'd be happy to help discuss the options that are available to you! I've just read your private message and will be replying shortly so we can get started. Chat with you soon! 

New Poster

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1 Message

10 m ago

I have the exact same problem. Can someone help me with my account too? Thank you! @ComcastMorgan @ComcastChe 

New Poster

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1 Message

10 m ago

@ComcastMorgan 

 

I am also unable to access options for increasing my internet speed through the website, due to the Flex device. Is that something you could fix for me?

Official Employee

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2.7K Messages

10 m ago

 Good afternoon, ddarnell1 and  jresowski. Thank you both for your patience! Yes, please go ahead with sending me a PM including your first and last name. We will respond from there to help you out. Thanks!

New Poster

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1 Message

10 m ago

Hi @ComcastMorgan  - I am having this same problem, I am past the end of my 2 year contract and looking to make adjustments to my services, would you be able to help me do this online as well? 

 

I can't even see what my options are and dont have the time/desire to be told what they are over the phone, without being able to review/compare options directly that is not helpful.

Regular Visitor

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2 Messages

10 m ago

I'm also having the same problem. Can you help me change my plan?

New Poster

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2 Messages

10 m ago

Similar situation here. I need help with my package and have difficulty speaking right now.

tylerw89

Frequent Visitor

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16 Messages

6 m ago

Its another xfinity scam they did it to me than you call and they try to up sell you im getting ready to file a bbb complaint i suggest you all do the same 

XfinityAmir

Official Employee

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6.4K Messages

Hello tylerwebb89, we can help you as well :) Just send us a private message with your full name and street address and we can get the ball rolling. 

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

Visitor

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1 Message

2 m ago

I am experiencing the same issue. I told my 72 year old father I would look into what our options were and have been unable to do so.

Official Employee

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116 Messages

Hey mk93! I'm sorry you and your father are having such a hard time looking into new options. I'd be happy to look into this for you and even work with you to find something that better suits your needs. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

Visitor

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1 Message

Cannot change plan/view offers online

when I attempt to use the "Manage Plan" option to look at different services I am always redirected to a "Please contact us and one of our friendly and knowledgeable representatives can help."   I have called multiple times and nobody has fixed the problem.  Please help.  I would like to find a solution to this

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