I am looking to change my plan. On my computer, logging onto xfinity.com and going to my xfinity, any time I click on change plans, I get this error message :
Please contact us and one of our friendly and knowledgeable representatives can help."
The problem is, the representatives apparently CANNOT help.
I give them the userid, email address, browser, URL, error message, etc. I have tried incognito browsing, clearing cache and cookies, using different computers and different browsers.
I have contacted support numerous times without any resolution.
How can I get this escalated? I had an open ticket, and was told it had been closed. The person I spoke to today said that they would open a tracking ticket, but that she could not help me.
What is going on ?
After multiple hours of chats and phone calls, I was just told that because I live in Massachusetts, this link will NEVER work and my only option is to call and speak to someone over the phone. Not only is this a ridiculous policy, but if this is true why was I not informed of this policy when I first called?
What a complete waste of my time and energy. At least give a more clearly worded error message.
Now I don't know if I have been lied to by the last person I spoke with, or by everyone else who gave me the runaround with an endless assortment of tickets that were always closed with no resolution.
I am SO, SO angry right now.
You can post about your issue here, but leave out any personal identifying information.
I'm sorry you've had this experience, @pgolo, I can only imagine your frustrations. I would be feeling similar if the roles were reversed, but I'm in your corner to help turn this around. Thank you for reaching out in our Forum. I know sometimes that message will pop up if there aren't any online-only promotions available, but it could also be that your area doesn't support this feature as well. What type of change were you looking to make?