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sourworm
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Regular Visitor

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8 Messages

Thu, Jan 13, 2022 8:42 PM

Error Accessing "Manage your plan" on Website

Hello,

I've been trying to access the "Manage your plan" (https://www.xfinity.com/buy/plan/gbboffers) and "Change Plan" (https://www.xfinity.com/learn/offers?CMP=ILC_shop_dss-myaccount-dev_au) links from the My Account page on the Xfinity website in order to view plan options and offers. Every time I end up on a page that just says "We're sorry.
Please contact us and one of our friendly and knowledgeable representatives can help." I know I have encountered this same issue in prior years but I don't know if it had ever started working.

I've tried on my phone and computer browsers and also logging in with the primary user account and my account which is setup as manager.

Is there anyway to resolve this issue so I can browse the available plans?

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Updated 

6 d ago

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Accepted Solution

sourworm

Regular Visitor

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8 Messages

6 d ago

Through my "peer to peer" chat with Xfinity Support the final answer was that "Manage your plan" does not work for some customers depending on what services they are already subscribed to. With only one service currently active more can be added and otherwise you can make small changes like adding a premium channel, but a full package change typically requires a specialist assistant. The suggested workaround to view potential plans was to be signed out and look at promotions using "I"m a new customer moving to this address" .. with the caveat that those exact plans aren't guaranteed to be available but they could be presented to support for them to look for a similar plan.

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XfinityEricB

Official Employee

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30 Messages

8 d ago

Hello @sourworm! That error usually comes up when clicking the link while not logged into the correct profile, and sometimes it's just being stubborn. Does your profile that you are logged into say member or viewer by chance? 

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sourworm

Regular Visitor

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8 Messages

@XfinityEricB

When signed in under my account and I go to the Users section, under User Role it says "Manager".

I did also try having the primary account logged in and saw the same issues of only seeing the page saying "we're sorry ..." when trying to manage plans.

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8 d ago

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XfinityEricB

Official Employee

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30 Messages

I wonder if your logins have been compromised in the past. Let me see if I can look into that for you @sourworm. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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

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8 d ago

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sourworm

Regular Visitor

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8 Messages

@XfinityEricB I sent the message as requested. Thanks for the help.

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7 d ago

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XfinityThomasD

Official Employee

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46 Messages

Perfect, thanks again. I will message you in our private chat and we can continue to assist you there! 

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

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7 d ago

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