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trasixes
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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 

5 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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jakewv

New Poster

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3 Messages

5 years ago

Was this problem supposed to be resolved by the beginning of September? I've been experiencing the same issue since I got a Flex in July or so, and it still isn't resolved. I want it fixed. Is there a workaround, or do I either have to cancel my Flex or wait?

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morttt

New Poster

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2 Messages

5 years ago

Same issue, same question. When will this be resolved? 

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avijit007

Regular Visitor

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4 Messages

5 years ago

I am unable to send message to comcastmorgan. I have the same issue in changing my plan/account due to having Flex. How do I PM him?

@ComcastMorgan Pls help

First Name: Avijit

Last Name : Das

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CCMorgan

Gold Problem Solver

 • 

3.3K Messages

5 years ago

Hi everyone. We are still waiting for a fix. Thank you all for your continued patience. For now, please create your own post if you'd like assistance from us in view/managing plan options and we will respond from there. That is the temporary workaround until a fix gets implemented. Thanks!

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Charlesbrunkle

New Poster

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3 Messages

5 years ago

My contract is expiring in a few weeks and I can't see available deals because I have flex

"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"

I read in another thread that this is a know but and I should start my on thread to get help.
Note: This comment was created from a merged conversation originally titled Can't manage my plan because of Flex

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jda33

Regular Visitor

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3 Messages

5 years ago

I would like to look at the pricing for internet packages since my current pricing will be ending soon but I cannot since I have the Flex device.
Note: This comment was created from a merged conversation originally titled Can’t manage plan due to Flex

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CCMorgan

Gold Problem Solver

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3.3K Messages

Hi, jda33. Thank you for posting here for support! We are looking into a possible solution for the situation with online plan management while being subscribed to our Flex service. So sorry for the inconvenience! I would be more than happy to step in and assist you in reviewing pricing options for internet packages in the meantime. No problem! To get started, please send me a PM with your first and last name. I will meet you there and we can continue. 🙂

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 

 

I no longer work for Comcast

5 years ago

JedWare

Regular Visitor

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14 Messages

I appreciate the offer to help users but It was stated by end of September this would be fixed on the website. We are now into October. Is there a revised timeframe for fixing this on the website?

 

5 years ago

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XfinityJonathan

Official Employee

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839 Messages

It's looking like Q4 when I reached out to the team around their timelines. In the mean time, chat in and we'll be able to help you!

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

5 years ago

0

bradlambeth

Regular Visitor

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9 Messages

5 years ago

Based on a previous forum post:
https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Can-t-manage-my-plan-because-I-have-flex-PLEASE-HELP-Updated/m-p/3362910/highlight/true#M33896

I am posting my own issue to receive help via private message from a Comcast employee. I need to be able to view plans available to upgrade to without removing Flex from my account.
Note: This comment was created from a merged conversation originally titled Can’t manage plan because of Flex

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Jasontraveler

New Poster

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3 Messages

Same. Comcast sends me promotional offers directly and I can't check eligibility. Trying to decide between upgrading to unlimited for $11 more a month or canceling equipment rental outright and using personal equipment that I purchased at the advise of the last Comcast agent I spoke to.

5 years ago

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jsutherland300

New Poster

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5 Messages

5 years ago

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.
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.
Note: This comment was created from a merged conversation originally titled Can't manage my plan because I have Flex

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bradlambeth

Regular Visitor

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9 Messages

5 years ago

Based on a previous forum post:
https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Can-t-manage-my-plan-because-I-have-fle...

I am posting my own issue to receive help via private message from a Comcast employee. I need to be able to view plans available to upgrade to without removing Flex from my account.

 

Please contact me to resolve the issue with Flex preventing me from reviewing upgrade offers.

 

https://forums.xfinity.com/t5/Billing/Can-t-manage-plan-because-of-Flex/m-p/3375220#M128240

Note: This comment was created from a merged conversation originally titled Can’t manage plan because of Flex

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CCMorgan

Gold Problem Solver

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3.3K Messages

Hi, bradlambeth. I can help! Please send me a PM with your first and last name and we can go from there.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

I no longer work for Comcast

5 years ago

bradlambeth

Regular Visitor

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9 Messages

PM sent

5 years ago

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stevec73

Regular Visitor

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3 Messages

@ComcastMorgan I need help with this too...

5 years ago

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jmf617

New Poster

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3 Messages

Hi @ComcastMorgan-  I tried to send you a PM; however, I don't see the option to do so.  Any assitance with updating my account to manage it online with Flex would be appreciated. 

 

 

5 years ago

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XfinityJonathan

Official Employee

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839 Messages

The only way you can send a message to the Digital Care team (different groups than Official Employees) is if they @ you directly. 

 

To better assist you, please create your own posts - If you tag onto someone else's post we cannot escalate your issue.

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

5 years ago

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max212

New Poster

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3 Messages

5 years ago

Can't manage my plan because I have flex!  PLease help!

 

I used to be able to manage my account online but now I cannot because I have Flex!

This is supposedly a "known issue" that was supposed to be fixed in September and now I have it!

 

Please HELP!

Note: This comment was created from a merged conversation originally titled Can't manage my plan because I have flex!  PLease help!

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theSchinkels

Regular Visitor

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4 Messages

I am having the same issue.  I get the message "Looks like you'll need some extra help completing your order."  Very frustrating especially with wait times on calling and\or chat.

5 years ago

0

XfinityJonathan

Official Employee

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839 Messages

@theSchinkels  please follow the forum guidelines and create your own post. 

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

5 years ago

0

XfinityMichaelC

Administrator

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4.7K Messages

Greetings, @max212! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear that you continue to run into this error. I have looked into the issue and it's still being worked on. I certainly apologize for the inconvenience. If you are needing assistance with upgrading your services feel free to send me a PM with your first and last name so I may further assist you.

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

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

5 years ago

0

IanThreeSeven

Regular Visitor

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3 Messages

5 years ago

@ComcastMorgan Hello, I noticed that you had alread solved this problem in an earlier forum post. I am having the same issue, even though I have cancelled Flex and sent the device back.  

Note: This comment was created from a merged conversation originally titled Can't manage my plan because I have flex

1

1225

Contributor

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57 Messages

They haven't fixed this problem. If you have Flex, you cannot manage your account or shop for different services. It's a mess. 

5 years ago

Ceranichole

Regular Visitor

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6 Messages

5 years ago

I'm considering upgrading my plan and buying xfi pods, however I can't do either because of opting in to receiving a free flex device?

I saw this previous post that looks like there is a work around to be able to manage your account with flex, so I'm requesting help to get that process started.

https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Can-t-manage-my-plan-because-I-have-flex-PLEASE-HELP-Updated/m-p/3362910/highlight/true#M33896
Note: This comment was created from a merged conversation originally titled Can't upgrade because of flex

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Ceranichole

Regular Visitor

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6 Messages

I was actually able to order the pods (been trying off and on for the last few months). And now when trying to upgrade my plan, instead of getting the error that I can't upgrade because of flex, I get an error saying "looks like you already have an order in the works".

Seems weird that ordering pods would make it so I can't change my plan.

5 years ago

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CCChe

Official Employee

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6.9K Messages

Hi @Ceranichole! We appreciate you for sharing your experience here in the Xfinity Forum. Based on what you've described, a member of my team may just need to go in and complete these changes for you. I'd be happy to help! Please send a private message with your full name and service address as it appears on your billing statement. To send a message, click on my name "ComcastChe," then click send a message.

I no longer work for Comcast.

5 years ago

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DKreis

New Poster

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7 Messages

5 years ago

Can't manage my account because of Flex. Can't cancel Flex because I can't manage my account. Employees have been promising a fix since September, yet here we are...

Note: This comment was created from a merged conversation originally titled Can't manage account because of Flex.

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XfinityAmira

Official Employee

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4.6K Messages

Hello @DKreis, thanks for reaching out to us on our Forums page. We apologize for any inconvenience or frustration this is causing you. This is still a known issue we are working on resolving. In the meantime, we would love to assist you with any account changes, issues, or concerns you may have.  Please send me a Private Message including your first and last name as it appears on the account?

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".

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

5 years ago

0

DKreis

New Poster

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7 Messages

Can't manage the account because of Flex. Can't remove Flex from the account because can't manage the account. Can't use the Xfinity Assistant because that's broken too...

 

502 Bad Gateway: Registered endpoint failed to handle the request.  

Can't call in to order what I want, because I can't first shop the various offerings, because of Flex.

 

Flex itself is the most worthless "feature" ever. "Support" has yet to do more than say that they know there's a problem.

 

Ridiculous. Looking into dropping Comcast in favor of FIOS.

 

5 years ago

0

XfinityJonathan

Official Employee

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839 Messages

Hi @DKreis  have you reached out to @ComcastAmira who can help you? It's understandable you're frustrated but we're here to help.

 

It may not be due to having Flex on your account, it may be the promotion or package that you're currently in that isn't available for a repackage digitally. You can either reach out to @ComcastAmira or you can chat or call in for a change.

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

5 years ago

0

XfinityNima

Official Employee

 • 

39 Messages

@DKreis - Our development teams are actively working to have the long-awaited update in place soon. Once the change is implemented, we'll post an immediate notification here.

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

5 years ago

0

TerminatorLuke

New Poster

 • 

3 Messages

5 years ago

I am unable to manage my account (even look at what is offered in my area) since I added Flex.  I receive this error: Since Flex is in your plan, the Xfinity Assistant can help complete your order online.

 

I see in the forum that a fix is being worked on, but that was back in September.  I also see that this has been fixed for others manually.  Can you please help me?

 

Thanks,

Luke

Note: This comment was created from a merged conversation originally titled Unable to manage my services because of Flex: "Since Flex is in your plan, the Xfinity Assistant"

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chuck94527

New Poster

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3 Messages

5 years ago

Can't manage my account because of Flex. Can't cancel Flex because I can't manage my account. Employees have been promising a fix since September, yet here we are... Per direction found in other's posts, I am writing to get assistance in accessing my account to review possible changes.
Note: This comment was created from a merged conversation originally titled Can't manage account due to Flex

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XfinityMichaelC

Administrator

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4.7K Messages

Greetings, @chuck94527! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are running into when trying to manage your account. You have come to the right place. I would like to see what we can do to help you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

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

5 years ago

0

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