Unable to "Change Plan"

Hello,

I am experiencing errors when trying to view "CHANGE PLAN" on the Xfinity site. It comes up with an error saying "We're Sorry. Please contact us and one of our friendly and knowledgeable representatives can help". I've opened multiple tickets over the last few years and this has still not been addressed. I would like to have it resolved so I can browse promotional deals and or easily change my plan if needed. I have cleared my cache/cookies, logged out of the Xfinity site and logged back in, tried multiple browsers on different computers, phones and tablets, Comcast Customer Service said they reset something and to wait 72 hours, and probably a few other fixes I've forgotten. None of which have worked. Hopefully someone on here could shed some light on my problem.

The exact URL's I am being redirected to after clicking "CHANGE PLAN" are as followed:

1.) Immediately after clicking "CHANGE PLAN" - https://www.xfinity.com/buy/plan/gbboffers?CMP=ILC_shop_myxfinity_au

2.) Redirect - https://www.xfinity.com/buy/plan/offersFilter?upgrade=true

3.) Redirect when I get the error page - https://www.xfinity.com/error/buy/sorry?errorCode=plan-contact-us

I've attached a screenshot of the error page. Thank you for any input!

Responses

XfinityThomasA

Official Employee

•

1.7K Messages

3 years ago

Hello, @ImmortalicBrad. We appricte the detailed message and thank you for using the self-service options available to check the account status online. It's important to us that you're able to sign into your account to view offers and we appreciate the chance to assist. Thank you for taking those troubleshooting steps as well. We'd like to take a closer look at your account to see what might be causing this issue. Could you please send us a direct message with your full name and full address? We will 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

3

ImmortalicBrad

Visitor

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4 Messages

Thanks for the reply @XfinityThomasA ,

I did as you stated and am waiting to hear from someone, thanks.

3 years ago

0

ImmortalicBrad

Visitor

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4 Messages

Ticket was opened with Customer Service (Thank you @XfinityThomasA) and will see if there is any outcome.

For other Forum Members, this is the current status:

From Customer Service - "I have collected all the info here and a closed ticket was created to monitor the situation. This will be used to help identify and address issues with our website. We recommend trying the feature again at a later time, and we'll also check back in with you here for an update to be sure this is resolved."

3 years ago

0

CCCrystal1

Problem Solver

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528 Messages

Hello! I'm following up regarding your issue with our website. Are you still experiencing the same issue?

I no longer work for Comcast.

3 years ago

0

U

user_d35014

Visitor

•

1 Message

3 years ago

This is the same issue here. Are we not allowed to see what additional plans we can chose from? My contract is up and I'm looking to renew. This is beyond frustrating

1

XfinityKassie

Official Employee

•

1.3K Messages

@user_d35014 Good afternoon! Thank you for reaching out to our Community Forums Team, and bringing this to our attention you are running into the same issue. I know it can be frustrating, not being able to manage your account and services when it's convenient. I would be happy to assist you in reviewing over some options for your household today. To begin, can you please Direct Message your name, the listed on your account, and the service address?

To send a "Peer to peer" 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

3 years ago

0

pennyjb1

Visitor

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1 Message

3 years ago

Hello. I am also getting this error when I try to assess plans and prices. Who can help?

2

0

XfinityNicolas

Official Employee

•

1.1K Messages

Hey @pennyjb1, thank you for reaching out to Xfinity Support on our forums. We apologize you are having issues viewing the plans and I can definitely help. Can you send us a direct message so I can?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• 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

3 years ago

0

ImmortalicBrad

Visitor

•

4 Messages

@pennyjb1 They never helped. They try basic steps, say it gets escalated to a higher level, then to check back in 24 to 48 hours. Never works. I've had this problem for years. I'd drop Comcast if I could, but they're the only thing offered in my area. It's a monopoly.

3 years ago

0

U

user_d05e6d

Visitor

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1 Message

3 years ago

I'm in the same boat as everyone else here. My contract has been up for a while and I would love to see what offers are available to me but it errors out and tells me to contact customer service. Then I get the automated text bot that just opens the same error window to contact customer support.

5

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CCKyla

Problem Solver

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411 Messages

@user_d05e6d Have you attempted to use this link? https://comca.st/35U9ZTK If you scroll down, there is a blue hyperlink that allows you to change your location and view promotions in your area.

I no longer work for Comcast.

3 years ago

0

U

user_38fba6

Visitor

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1 Message

Same issue here. I was told i have a CSA lock on my account but they refuse to remove it. <Inflammatory>. I have called and been escalated to the CSA department twice and "we will call you back" and yet here we are no call backs. Let me do a play by play of the next employees non helpful response. "Click sign in and send us a direct message and we will be happy to help you" Yeah been there done that. Fix my account. Thats all ya need to do. Remove the <profanity> CSA lock.

(edited)

3 years ago

0

CCLuis

Problem Solver

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493 Messages

Hi, @user_38fba6. Thank you for taking the time to share your experience with us. If you have already opened a ticket with our Customer Security Assurance Team it would be my pleasure to review your account with you in order to see if there are any updates. Also, we would be more than happy to review what options are available for your account when it comes to getting a new service package. Please send our team a direct message with your full name and full address if you would like for us to look into this for you.

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 no longer work for Comcast

3 years ago

0

U

user_3d8cd6

Visitor

•

1 Message

Tried all of the above and cannot ever look at new offers. The quality assurance/quality control for your company stinks. Can't even make sure web links work to view new offers. Instead, just require people to call in and speak to some who is generally useless through customer service. You're getting overpaid too much money for your services, it would be nice if the sites worked and allowed you to connect to see other less pricey options.

3 years ago

0

XfinityEmilyB

Official Employee

•

1.7K Messages

Welcome to our community forum, @user_3d8cd6! I live on a tight budget and I'm always looking for the best pricing so I'm happy to do the same for you!

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address to get started.

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

3 years ago

0

U

user_4478a6

Visitor

•

1 Message

3 years ago

I have the exact same issue. Has this been resolved?

1

0

CCTyler1

Problem Solver

•

409 Messages

Hello there, and good morning! Thank you for bringing this to our attention through our Forums! I understand you would like to explore some options, in terms of a new service plan, and I can totally help! You're with the pros, and our Digital Care Team of corporate experts are here, every step of the way. Before we begin, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you!

I no longer work for Comcast.

3 years ago

0

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user_dsji302

Visitor

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1 Message

2 years ago

Something is REALLY wrong here folx. I got the same error messaging and scenario as the first post in this thread by @ImmortalicBrad

However, I opened up a new browser and went to another VPN, making sure I was not signed into my account. Clicked I'm moving & entered my home address and no joke the Deals appeared.

I then double-checked the link: XFINITY.COM/Learn/Offers - When I'm not signed into my account the deals appeared.

If I was signed into my account, I would be redirected like @ImmortalicBrad and would get the error messaging.

XFINITY you are purposely giving current customers the run around so that they can not make changes to their plan.

I spoke with 3 representatives during the work day on chat because it is the only want to simultaneously provide your team 3+ hours of my time while managing to do other things. None of them were able to remove the phone line, saying I needed to call.

This seems deceptive at its core and feels like a class-action waiting to happen. Just look at all these current customers posting about "not being able to change their services". Taking a screenshot of this post for my records along with the website browser that is working for the non-customer.

no, I do not want to peer message someone.

Customer Service better reach out to me.

{this post has been edited for violating forum guidelines}

(edited)

1

0

CCElizabeth

Problem Solver

•

908 Messages

Hello @user_dsji302. Your username has been changed as it was in violation of our Forums Guidelines https://comca.st/3lwbqvy.

I am sorry to read that you have had difficulty changing your plan online. We have designed our website and Xfinity My Account app to make it as easy as possible for our customers to make the changes they need on their own. However, some plans and account types require an agent to make the changes on our end. Either way, we can help!

You mentioned that you do not wish to send a Peer to Peer message and I respect that. However, this is how we assist our customers via the platform that you've reached out to us on. We would need you to send us a Peer to Peer message in order to help with a plan change and/or open a ticket if one is needed. If you change your mind and would like to work with us here on this, please send a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

Click "Sign In" if necessary
Click the "Direct Messaging" icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

Sign-In and Account Management

ImmortalicBrad

Unable to "Change Plan"

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XfinityThomasA

ImmortalicBrad

ImmortalicBrad

CCCrystal1

user_d35014

XfinityKassie

pennyjb1

XfinityNicolas

ImmortalicBrad

user_d05e6d

CCKyla

user_38fba6

CCLuis

user_3d8cd6

XfinityEmilyB

user_4478a6

CCTyler1

user_dsji302

CCElizabeth

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