Unable to view or Change plans, Compare Plans, Offers and Packages
Why are Comcast/Xfinity existing customers unable to view different packages, deals or offers? When signed into their Comcast account when clicking on top "Change Plans" via Comcast/Xfinity's website and app, you receive an error message, Sorry, please call. Normally any consumer is able to view, review, compare offers, packages and deals prior to purchase of anything or signing of a contract. I cannot compare my existing plan to any of your other offers, different plans prior to my 12 or 24 month contract expiration date. If I am looking to modify my plan, update, change it and/or look at deals before my promotion is almost up with you, and my contract is about to end or expire. When I click on the "Change Plan" link in the XFINITY App or on the XFINITY website it loads "We're Sorry" Please contact us and one of our friendly and knowledgeable representatives can help, site (https://www.xfinity.com/error/buy/sorry?errorCode=plan-contact-us) I have called in repeatedly about this and have been given countless different reasons several calls, contracts and years later as to why your existing customers can't simply view them. Doesn't seem like there's any appreciation at all for your existing customers nor customers who've been with you for years. This continues to be an ongoing issue and unless you are a new Comcast/Xfinity customer there doesn't seem to be any appreciation. For example, why is it a package you offer your existing customers who have been with you years are always much higher than your new customers, $149.99, $159.99, $169.99, $199.00? For your new customers packages are much less, $129.99, $109.99, $99.99,and lower etc. Another example, for your existing customer sign up for 24 month packages. That 24 mons is broken down and listed on contract as 1-12 mon at one price, then that same package is increased even more 12-24 mons. Thank you.
Greetings, @user_76fa1c ! Thanks for reaching out to us on the Forums! I hope you are having an amazing night aside from the issue with trying to have a look at new plans! There can be a lot of reasons that this page would need you to reach out to us. Some reasons could be if you are set up a certain way like having a HOA provide some services as an example. Have you attempted to log into the MyAccount and manage your plan using a incognito browsing session to see if it allows you to see plans that way?
Thank you kindly for your immediate response. Thanks for the advice and suggestion. Unfortunately, I have tried to login in incognito, and that still did not work. I have spoken to Xfinity Solutions Dept. this morning in which the male representative nicely explained that's just the way Comcast-Xfinity has it. Confirmed, customers are simply not allowed to view different pricing, plans, packages, deals nor offers, consumers can cannot compare them either prior to selecting nor signing of a package contract with Xfinity. This is unfair for any consumer not to be able to do so. However, it is an issue that has been brought to the attention of Complaints Dept. in Executive Xfinity Corporate Office, Tel: 215-286-1700 by countless existing customers already. Existing customers (no matter how long you've been with Comcast) not only do you pay much higher cost for their packages but aren't even allow to see, view them before selecting a package like the normal consumer should be able to before purchase of anything. What's even more disappointing is countless existing customers have indeed posted having these same issues into this forum, have called in their concerns, and yes, have even called into Corporate for several years and absolutely nothing has changed as of yet for Xfinity existing customers.
Thank you for attempting those steps and we certainly understand your frustration. We can definitely help explore options with you through this platform if you would like? Please send a Direct Message with your full name and address to further assist.
Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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
Greetings Xfinity Gabby, Your reply, suggestion(s) and response are appreciated. I explained and confirmed in my 1st response, Xfinity-Comcast for ***for ALL Existing Xfinity-Comcast Customers*** we are simply not allowed to view different pricing, plans, packages, deals nor offers, consumers can cannot compare them either prior to selecting nor signing of a package. Even if you go to Xfinity via my Xfinity account by clicking on "Change Plan" at the top you will still be made to call in. You will receive a Sorry error message. Existing customer aren't privy to accessing it. This is something Xfinity is well aware of and feels it is well within their right to have it set up this way for its existing customers. Which is fine for Xfinity as a response. Yet as a consumer, no I do not see the fairness because it strips consumers completely of basic consumer rights. As a consumer prior to purchase of anything we are suppose to have the right to be informed, right to choose, the right to view before purchase and agreement, the right to review, consumer education of service or product, etc. Under the Consumer Protection Act, as consumers those laws are suppose to protect you against deceptive and fraudulent business practices. How does Xfinity feel completely stripping its existing customers ONLY of accessing and being able to compare, view package, products or deals and offers don't strip you of basic consumer rights? How can a consumer not deem this deceptive if rules only apply to existing customers in having to call in only - can't view and prices and cost given to their existing customers will *always* be much higher than their new customers? There's absolutely no options around this at all for existing customers. If a customer has been told it is a glitch then you will find that is just simply false. Even if an existing customer insert a different address other than their own or even selects option "new moving to this address"; you will still be unable to view packages, deals and prices listed that would pertain to you at your address. The packages you are viewing, pricing do not and will not apply to you because they are only for **Xfinity-Comcast New Customers Only. *** I'm unsure where's the fairness lies for existing customers and how basic consumer rights apply here?
We apologize that you're having trouble viewing promotions and plan options. If you'd like, we do still have the option of assisting you here. We'll be able to review all your options, and get you the best deal possible. To do so, please use the instructions above to send us a direct message.
Xfinity JoshuaE, Thank you for your immediate response and suggestion. Unfortunately, there is no possible way for "existing customers" to review possible options, different packages, offers and plans. We exhausted all avenues. I do have to call in and see what options, packages, deals, offers and plans you have available to discuss with me and blindly trust that you will offer me the best possible one available without me actually being able to review or see any of them beforehand. Whatever, we discuss will not change your offers are much less for your new customers and much higher cost for those same packages are applied to your existing customers only.
Thanks for the clarification. I would be more than happy to take this valuable feedback, and submit it for you. Otherwise, you can also provide feedback online here: https://comca.st/3dRigMa. Just scroll all the way down and, within the black area on the bottom of the page to the right, select "Submit Feedback".
If you'd still like to work with us to get a new promotion, we're more than happy to help. I can promise that we will have your best interest in mind, and send you offers that you can review before approving anything.
Your welcome. Although, no resolution has been reached in simply allowing your "existing customers" to view, review it themselves and these issues continue to go unresolved. Yes, that's fine for you to go ahead and submit feedback. Thanks again for your assistance..
XfinityMichaelC
Administrator
•
4.5K Messages
3 years ago
Greetings, @user_76fa1c ! Thanks for reaching out to us on the Forums! I hope you are having an amazing night aside from the issue with trying to have a look at new plans! There can be a lot of reasons that this page would need you to reach out to us. Some reasons could be if you are set up a certain way like having a HOA provide some services as an example. Have you attempted to log into the MyAccount and manage your plan using a incognito browsing session to see if it allows you to see plans that way?
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user_76fa1c
Visitor
•
17 Messages
3 years ago
Thank you kindly for your immediate response. Thanks for the advice and suggestion. Unfortunately, I have tried to login in incognito, and that still did not work. I have spoken to Xfinity Solutions Dept. this morning in which the male representative nicely explained that's just the way Comcast-Xfinity has it. Confirmed, customers are simply not allowed to view different pricing, plans, packages, deals nor offers, consumers can cannot compare them either prior to selecting nor signing of a package contract with Xfinity. This is unfair for any consumer not to be able to do so. However, it is an issue that has been brought to the attention of Complaints Dept. in Executive Xfinity Corporate Office, Tel: 215-286-1700 by countless existing customers already. Existing customers (no matter how long you've been with Comcast) not only do you pay much higher cost for their packages but aren't even allow to see, view them before selecting a package like the normal consumer should be able to before purchase of anything. What's even more disappointing is countless existing customers have indeed posted having these same issues into this forum, have called in their concerns, and yes, have even called into Corporate for several years and absolutely nothing has changed as of yet for Xfinity existing customers.
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user_76fa1c
Visitor
•
17 Messages
3 years ago
Greetings Xfinity Gabby, Your reply, suggestion(s) and response are appreciated. I explained and confirmed in my 1st response, Xfinity-Comcast for ***for ALL Existing Xfinity-Comcast Customers*** we are simply not allowed to view different pricing, plans, packages, deals nor offers, consumers can cannot compare them either prior to selecting nor signing of a package. Even if you go to Xfinity via my Xfinity account by clicking on "Change Plan" at the top you will still be made to call in. You will receive a Sorry error message. Existing customer aren't privy to accessing it. This is something Xfinity is well aware of and feels it is well within their right to have it set up this way for its existing customers. Which is fine for Xfinity as a response. Yet as a consumer, no I do not see the fairness because it strips consumers completely of basic consumer rights. As a consumer prior to purchase of anything we are suppose to have the right to be informed, right to choose, the right to view before purchase and agreement, the right to review, consumer education of service or product, etc. Under the Consumer Protection Act, as consumers those laws are suppose to protect you against deceptive and fraudulent business practices. How does Xfinity feel completely stripping its existing customers ONLY of accessing and being able to compare, view package, products or deals and offers don't strip you of basic consumer rights? How can a consumer not deem this deceptive if rules only apply to existing customers in having to call in only - can't view and prices and cost given to their existing customers will *always* be much higher than their new customers? There's absolutely no options around this at all for existing customers. If a customer has been told it is a glitch then you will find that is just simply false. Even if an existing customer insert a different address other than their own or even selects option "new moving to this address"; you will still be unable to view packages, deals and prices listed that would pertain to you at your address. The packages you are viewing, pricing do not and will not apply to you because they are only for **Xfinity-Comcast New Customers Only. *** I'm unsure where's the fairness lies for existing customers and how basic consumer rights apply here?
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