U

Visitor

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6 Messages

Wed, Apr 13, 2022 11:58 PM

Why is it so difficult to change or add services?

I am getting increasingly annoyed with trying to see what the cost would be to add services.  Whether it is adding channels, changing internet speed package, adding a box......or in my case trying to get information on added the home security as well as mobile. 

Click on add services.... get We're Sorry Please contact us and one of our friendly and knowledgeable representatives can help.

Click on change plane.... get We're Sorry Please contact us and one of our friendly and knowledgeable representatives can help.

Chat with an agent, get the run around and no direct answer.

Go to the home services page, click build your own..... We're Sorry Please contact us and one of our friendly and knowledgeable representatives can help.

I get the you want to hide any promotions from current customers, but this is ridiculous.

Where can I click, find out more information and if I am so inclined order the package I want???

I do not want to call, I do not want to chat, I do not want an email.  I just want to utilize this wild thing called the internet like many other companies allow us as consumers to do.

Official Employee

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587 Messages

3分前

Welcome to our community forum, @user_1046d3! I also like to be able to see my options and put together my own services so I know how frustrating those road blocks can be. You've reached the perfect place to get help and I'm happy to find the best pricing for the services you want :).

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. 

Visitor

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6 Messages

@XfinityEmilyB​ - I think the point of my post was missed.......

Where exactly does one go to manage the services on their account (Add, Remove, Change) without being met with the "Sorry, please call us"?   Without and I'll quote from my post "I do not want to call, I do not want to chat, I do not want an email.  I just want to utilize this wild thing called the internet like many other companies allow us as consumers to do."

Or is this just a part of how Comcast /XFinity does business by not providing this access and information to its customers.   Kind of like myself, who has been a customer since 1977.  

It seems like what I'm  asking is a pretty reasonable request and almost every other company out there allows for this interaction.  Doesn't sit well and seems like a pretty shady business practice.

(edited)

Official Employee

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587 Messages

I definitely understand where you're coming from, @user_1046d3 and I apologize that the website is not giving you the ability to put together a plan. This could happen for many reasons but the most common that I see is when your current package is grandfathered and we're unable to add or change service without changing the whole promotion. I'm happy to take a look from my end and explore options with you if you're able to send me a Direct Message. 

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

Visitor

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6 Messages

@XfinityEmilyB​ - Doesn't see like that that option to direct message works for me either.......

When the mouse is brought over to the compose button, it turns into

Official Employee

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587 Messages

I really appreciate you giving that a try @user_1046d3. Do you get the error symbol after clicking on the pen and paper icon on that screen? 

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

Visitor

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6 Messages

@XfinityEmilyB​ -

Link is not active.  Hovering gives the symbol I posted.  This just adds even more to the frustration at this point.  I wanted to get a few simple answers without having to call or sit in a chat.  The chat I was in prior to my initial post here went on for more than 30 mins for a few simple questions.

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