1 Message
Receive a "We're sorry" error when trying to change internet plan online.
I've logged into my xfinity account and want to upgrade my internet plan, but everytime I click "Change my plan" or any other link to change my plan I get an error saying "We're sorry. Please contact us and one of our friendly and knowledgeable representatives can help."
How can i change my plan without calling in, its a bit frustrating just wanting to upgrade plans.
XfinityBillie
Official Employee
•
3.4K Messages
4 months ago
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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
0
0
user_hwwem1
Visitor
•
2 Messages
8 days ago
It's because they're preventing you from trying to change your plan, which is what I'm experiencing right now. I did a chat with a customer service rep because my bill is an astronomical $250 a month. I have 1100 MB download speeds for WiFi but I've been getting 400 at best for several years, because my modem and router are outdated and can't accommodate those speeds, but they knew that. They never once sent me updated hardware, or called, or put a note in my account to say hey, you're not getting the speeds you're paying for. They happily took my money. I'm a retired senior and $250 a month is so outside of my budget. Not to mentioned that apparently I was grandfathered into an old, crappy cable plan where I was basically paying the same amount for only 70 channels as people were for 125, but again, Xfinity never notified me. Now that my kid is trying to help me by getting better deals and get rid of stuff I don't need, they completely blocked me from changing my plan online. They are FORCING me to contact them by telephone (see pic), so that they can basically talk me out of cancelling my plan or reducing services. After being on this forum, I see that this is an extremely common experience with seniors and so I will be contacting the state's attorney and recommend anyone reading this to do the same.
0
0