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user_323b59
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3 Messages

09/10/2026 6:52 PM

Ghost TV plan stuck in my online cart / Website bug

Hi, I am experiencing a website glitch where a TV plan at an incorrect price ($166.20/mo) is permanently stuck in my online shopping cart on Xfinity.com. I added it by mistake days ago and there is no option to delete it.

Phone agents and store representatives confirmed that nothing in my actual account has been changed and is correct (Internet + TV Plus at $105/mo) but they are not able to clear the stuck online cart. I was advised to reach out here so someone can help me submit an IT/backend database ticket to purge my online shopping cart cache.
Could an agent please reply so we can open a Direct Message channel? Thanks so much!

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56 minutes ago

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XfinitySeth

Official Employee

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1.5K Messages

2 hours ago

Hey there user_323b59 👋 I appreciate you coming to us for help, and sorry about any trouble you're running into on the Xfinity website while trying to make changes to your account. If the Xfinity site is remembering your cart additions, I would suggest clearing all browser history and website data from your preferred browser as that should clear the cart and site of any trace you visited 👍 Please let us know if that does the trick!

 

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user_323b59

Visitor

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3 Messages

Hi, and thanks for getting back to me. I'm not actually trying to make any changes to my account. I added a TV plan to my account by mistake (I thought I was clicking on it for information), and since then I can't remove it from my cart or empty the cart. I have already cleared my browser history, cache, and website data on multiple browsers (and devices), but the ghost cart remains.

The phantom TV plan shows up in the cart (along with my actual internet plan) whenever I sign in or access my account on my computer and on the app on my iPhone. It appears that the cart is locked to my actual backend Xfinity account profile on the server side, rather than my local browser.

Multiple phone agents, a store agent, and a Facebook messenger agent all verified my billing is correct and no changes have been made to my account. They all first suggested clearing my browser history/cache, too, and it didn't work any of the times I tried it. They confirmed they do not have the database access to clear a stuck session cart.

Could you please invite me to a Direct Message so I can securely provide my account details and get an IT/backend engineering ticket opened to purge this cart from your system?

Thanks again!

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1 hour ago

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XfinityDuron

Official Employee

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1K Messages

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start New Conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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.

 

For an example of how to send us a Direct Message, check out this link. 

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 hour ago

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user_323b59

Visitor

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3 Messages

Great! Thanks for the quick response and invitation to send a Direct Message. I'll do that now.

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56 minutes ago

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