petex8989's profile

New Poster


2 Messages

Wed, Dec 23, 2020 7:00 PM

Can't change plan on the xfinity website with flex

I have been unable to change my plan ever since I added flex. Each time I go to change plan, it takes me to an error page that says

"Looks like you'll need some extra help completing your order. Thanks for getting started! Since Flex is in your plan, the Xfinity Assistant can help complete your order online. Or, you can call 1-800-XFINITY."

It has been like this for the past 6 months. I called customer service 4 months ago, and they said someone should email me with a resolution, but I have not gotten any emails so far. Is there any other way to resolve this issue?

This conversation has been merged. Please refer the main conversation:

Managing your Xfinity Account online


Official Employee


839 Messages

6 m ago

Hi @petex8989,


Unfortunately this is a known issue the dotcom teams are working on. You'll need to chat or call in (preferrably to Retention) and they can make the change for you. 

New Poster


2 Messages

5 m ago

I ran into this as well. How do I even know which plans I am eligible to change or upgrade to? I asked to have a list of them sent to me, but I just got hung up on.

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