U

Visitor

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1 Message

Sat, Oct 23, 2021 11:28 PM

Closed

Can't change plan online

I absolutely hate that I cannot call in and speak to someone to upgrade my plan. Your online system is not working. It is telling me to contact you but the assistant cannot help me because it repeatedly tells me this same information, that it cannot help & to contact you. There's no way to contact you. No one is answering the messenger. No one answers the phone. Therefore I'm going to have a bill that I shouldn't have to pay because I'm trying to change my plan, which expired today!

Official Employee

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562 Messages

Hace 7 m

Hello, @user_eae240. Let's ensure we get your plan updated. I can definitely assist with making any changes. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

Visitor

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2 Messages

Hace 5 m

I am having the same issue with not being able to change a plan online (or when chatting with a service rep online). I also can't follow your advice here because there is no Direct Message icon at the top right of my screen. Help!

Visitor

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2 Messages

Hace 4 m

I have tried to change my plan sorry we cannot do that unless you shut it down for 90 days then you can get a new plan    that is a great way to treat a customer

XfinityJodie

Official Employee

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596 Messages

@user_731468 We can help make changes to the account!

Please select the chat icon in the top right-hand corner. Then search for Xfinity Support. Please make sure to provide your full name and service address. Or click here

https://comca.st/3rQQ3rH. Then click the "New message" (pencil and paper) icon.

 

Type "Xfinity Support" there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter or tap the >icon to send it
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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