U

Visitor

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2 Messages

Sat, Mar 20, 2021 8:41 PM

Closed

Upgrade checkout process doesn't go through

Trying to upgrade my internet plan as an existing customer through the "Change Plan" option, I get an error as soon as click through from the Equipment stage to the Flex stage. The Flex page pops up for a second and then immediately redirects to https://www.xfinity.com/error/buy/sorry?errorCode=buy-error where it just says "Looks like something went wrong." I tried two different browsers just in case.

When I got on chat, the rep told me: "With regards on the package that includes Flex. It doesn't push through with our Xfinity Website." Not sure what this means. I don't have or want Flex but all the plans available to me initially include it by default I think. He then tried to go through a sales script to get me to upgrade right there. I'm extremely reluctant to do this through a representative because of the "misunderstandings" I've had over the years where I would end up with either higher charges or disruptions to my service. To the point where I might just keep my current plan. If I can't do this myself, I don't know why that "Change Plan" link is right there in my account.

Official Employee

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581 Messages

10 m ago

@user_248596 

Hi there! We would be happy to look into this and assist you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page and search for Xfinity Support. See you there!

Visitor

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2 Messages

10 m ago

I have already discussed this via chat, as referenced in my post.

Official Employee

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511 Messages

@user_248596 I understand you've reached out before, and I'm sorry if we did not provide the assistance you need. I get your hesitation; however, I am confident we can help. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please include your first and last name. We are here to help.

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