Hi @gintau2000, can you PM me and we'll take a look?

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@gintau2000 wrote:

I closed an account last year and plan to start a new plan soon. Since the account is closed the website doesn't allow me to do any update and always shows "Looks like you can't make changes to this plan." when I attempt so.

 

I also try creating a new ID, but my phone number is locked into my old account and continue preventing me from doing any updates. Is there way to completely remove my account record so that my phone can be used on a new account?

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@ryubyss reach out to me via PM and I'll take a look as well. Frontline would probably see both of your accounts as null based on your usernames you registered the forum with, so we'll need more information. 

I have the same problem. I have my laptop at the shop and don't know when 'lol get it back, so I would like to pause my subscription, which will renew tomorrow. When I attempted to change anything I got an error message about not heaving the credentials, even though I had already logged in. 

I have been having the same issue. Every time I go to add services or manage my current services I get a message saying this below. I do not want to have to call into customer support every time I'm interested in adding or making changes to my account. Anyone have any luck figuring this out? 

Looks like you'll need some extra help completing your order.

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.

@ComcastJonathan I pm'ed you, thanks.

Hi! Everyone has been PM'ed, feel free to let me know here if you didn't see a message in your inbox and I'll reach out again.

Jonathan, I have the same problem reported by another person. Can't make any changes to my account online because I have Flex in my service. I've talked and chatted with several people, none of whom have any idea how to help. All I'm trying to do this moment is order the free xFi Pods that I got an email about (part of xFi Complete), which provides a link to order them online. But I can't order anything online. I can't seem to get anyone at Comcast to help, so I'm at a loss. Can you help?

Thanks.

I can't order the 3 free xfi pods that I have been offered through my email. It keeps telling me I need to get assistance. I have used both the xfinity assitant and the 1-800 number and I have stopped into a store. None of the 3 people they tell me to contact are able to help me with this. Each one sends me to the next person. Call center tells me the email I received isn't in the system and to go through the xfinity assistant, xfinity assistant tells me he's from billing and can't help me (I never requested help with billing so why am I talking to him), and when I go to the store they tell me to go online and the cycle repeats itself. I could use the pods as there are dead spots in my home and the evaluation seems accurate, but there's literally no way to get them it makes zero sense. Someone from xfinity please tell me if I qualify and if I do please allow me to order them.

I decided, if the error was supposedly because I had a Flex device on my account, to ask Comcast to remove Flex. I did this via support assist chat, late at night when I could get a quick response (impossible during the day). The support person successfully removed Flex, and I was immediately able to click through to order the Pods. Unfortunately, I was then presented with an error saying the Pods are "temporarily unavailable." So I still can't order them. Frustrating!

@Zachmarco @boblinthewild 

This subforum does not cover Pods support, only identity and account management. The issue with Flex is a known defect that has been escalated. I do not know anything about Pod inventory. 

Thanks for letting me know. Is there another subforum I can use to get help with ordering Pods?

Me too! Have you gotten any help yet?

Four different support people all suggested things none of which helped. I just came across this forum page so I no longer feel like I'm the only one!

This makes no sense and I have no spoken to 4 different support people over the past 4 days and they have all told me different things -- none of which have helped. They shipped me a modem to replace the one I have but that's made no difference.

Please contact me as I would like to get resolution - I just posted my problem (cannot order PODS because I had added Flex a few days ago).

I finally reached someone who was willing to help. I did it via the Support Chat, which I've done before without success, so this time was a fortunate "accident" I guess.

I make it clear how frustrating it's been, talking to multiple people by phone (some of whom simply said, "sorry, I wasn't trained on this"), chatting with multiple people on their chat lines, and visiting two different Xfinity stores -- all of which resulted in nothing but wasted time and higher blood pressure.

The person I just finished chatting with knew who to escalate the problem to, and within a few minutes confirmed my order with a specific reference number. Now I'm not going to get too excited until they show up at my front door, but this is encouraging.

My recommendation is to engage via chat, be specific about the error message and error number. Obviously not every chat agent is able or willing to help. Another tip - try doing this end the end of normal business hours (for me that was about 5:30 pm). The chat service isn't as busy then as it is during the daytime, but you also can't wait until later evening because the folks they have to escalate to will have gone home (ask me how I know this).

Good luck (to you, and to me, hoping I actually get them).