2 Messages
Unable to Change Plan Online
I am stuck in a loop when trying to explore options for making changes to our plan online. I cannot do anything on the website without adding mobile. The system won't even let me click "next" to see other options without adding mobile. I don't want that in my plan. I'm looking to reduce costs and have no need to add this.
I've tried chat, which was unhelpful and ignored my initial question about trying to explore options to reduce costs of our plan. They kept me in the system for almost 30 minutes just to list out what we currently have and then gave me a phone number.
I should be able to look at my options. How can I do that?
XfinityJohnG
Official Employee
•
1.3K Messages
30 days ago
Thank you for reaching out to us here @user_malpu1. That is certainly not the experience we would like you to have, and I would be happy to explore all the options we have from here for you. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (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
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