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trasixes
Conversation Starter
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14 Messages

Saturday, August 8th, 2020 2:00 AM

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Can't manage my plan because I have flex - PLEASE HELP (Updated)

I've been contemplating adding/changing my services, and while I can login and pay my bill without issue, if I attempt to even see pricing/available services, I am greeted with...

 

" Since Flex is in your plan, the Xfinity Assistant can help complete your order online. Or, you can call 1-800-XFINITY. "

 

I have no desire to call customer service, or use chat/email to contact Xfinity whenever I want to see what Xfinity services are available to me. I would very much prefer to access this information as I did before I added Flex to my account. 

Any help is greatly appreciated!

 

 

Updates: I've tried calling 1-800-XFINITY (Most recently was told they couldn't remove Flex because my under contract for my internet access???). The Xfinity Store couldn't help - told me to call the 800 number.  Same with chat - call the 800 number.

Question

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Updated 

4 years ago

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

Managing your Xfinity Account online

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jfederline

Contributor

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50 Messages

4 years ago

100% agree with this. Encountered this today, too. If I knew that adding a free service would lock me out of being able to shop online, I would never have gotten it. I also don't have any desire to speak to agents on the phone just to shop internet plans in this day and age. I should have let my better judgement prevail and not gotten something for free from Comcast. I'm not impressed with flex at all compared to roku, and was already thinking of getting rid of it.

Now I'm trying to figure out how to cancel flex. The chat assistant doesn't have anything for "cancel flex", and the FAQ for flex only addresses equipment return, not service cancellation, so it looks like I will now be holding on the phone. If I'm having to speak to someone on the phone anyway now, I'm getting rid of flex, since I don't want it anyway, and it now prevents me from shopping internet plans online.

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Again

Expert

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31K Messages

4 years ago

@trasixes wrote:

Not sure why my other post was deleted. It says abbreviated profanity, but there was nothing of the sort there.  

 

Still looking for help though!

It was deleted because you quoted the post that was in violation.

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trasixes

Frequent Visitor

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14 Messages

4 years ago

Not sure why my other post was deleted. It says abbreviated profanity, but there was nothing of the sort there.  

 

Still looking for help though!

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jfederline

Contributor

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50 Messages

4 years ago

Over on Xfinity official Reddit, conclusion is to just cancel flex. There's a post there updated in the last day about this. The Reddit OP said the ability to manage plan online returned after cancelling flex service.

I had to call to cancel flex. The chat assistant doesn't know anything about cancelling, and you can't cancel flex service online, you can only start the return the equipment process online, still have to cancel flex service separately.

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trasixes

Frequent Visitor

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14 Messages

4 years ago

@jfederline wrote:
Over on Xfinity official Reddit, conclusion is to just cancel flex. There's a post there updated in the last day about this. The Reddit OP said the ability to manage plan online returned after cancelling flex service.

I had to call to cancel flex. The chat assistant doesn't know anything about cancelling, and you can't cancel flex service online, you can only start the return the equipment process online, still have to cancel flex service separately.

Thank you! Sounds like the way forward.

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jfederline

Contributor

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50 Messages

4 years ago

Confirmed - I can shop for plans online again today after canceling flex yesterday, seems a day delay to finish the process. Free UPS shipping label to ship the flex hardware back to them at xfinity.com/returns.

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trasixes

Frequent Visitor

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14 Messages

4 years ago

@jfederline wrote:

Confirmed - I can shop for plans online again today after canceling flex yesterday, seems a day delay to finish the process. Free UPS shipping label to ship the flex hardware back to them at xfinity.com/returns.

Since I read your reply, I've been trying to get Flex removed from my account. I've tried phone calls, chat, and the Xfinity Store as I returned the Flex device. Nothing but problems. 


Still no luck, and hope for help here looks bleak as well.  Comcast is always great, until I need some type of support.

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CCMorgan

Gold Problem Solver

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3.3K Messages

4 years ago

Hi, trasixes. Thanks for posting here in the community for support. I understand you'd like the ability to view/make changes to your current plan/service. Since Flex is blocking that ability, please send me a PM with your first and last name. Since this is linked to a known issue and if you'd like to wait until September when we should have a resolution, that works too. 

 

 

 

I'm here for you either way.  To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

 

 

 

Thanks!

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CCMorgan

Gold Problem Solver

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3.3K Messages

4 years ago

You are most welcome,  trasixes! It was so nice chatting with you and helping you out with your account. You were awesome! 🙂 Thanks for your time today. Take care!

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trasixes

Frequent Visitor

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14 Messages

4 years ago

Huge kudos to @ComcastMorgan 

 

My problem is resolved! Very nice, helpful, and friendly person!  Comcast should clone you, ha!

 

Thanks again!

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bgc295

New Poster

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2 Messages

4 years ago

@ComcastMorgan  I'm having this issue too I'm a new customer got flex and sense I can't make changes to my account, cant seem to message you though. 

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misterzip

New Poster

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4 Messages

4 years ago

I am having this problem and could not see anything that gave me the option to PM you after clicking your name.

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Again

Expert

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31K Messages

4 years ago

@misterzip wrote:

I am having this problem and could not see anything that gave me the option to PM you after clicking your name.

The sending of a Private Message to anyone in the Forums, especially Official Employees, unless specifically requested, is against the Forum Guidelines and the Acceptable Use Policy.  
 
Please do NOT send any of the Official Employees private messages unless they request it. By doing so they are being flooded with PM's and are being bogged down in trying to answer all of them. This keeps them from doing their job effectively here in the forums and defeats the purpose of the forums.
 
Thanks

 

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misterzip

New Poster

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4 Messages

4 years ago

ComcastMorgan specifically told customers having this issue to PM him.

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Expert

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31K Messages

4 years ago

@misterzip wrote:

ComcastMorgan specifically told customers having this issue to PM him.

Not that I see in this thread; only a specific customer - trasixes.

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