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Change plan gives error message and customer support has not resolved over multiple contacts

pgolo
New Poster

Change plan gives error message and customer support has not resolved over multiple contacts

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 : 

"We're sorry.

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 ? 

 

pgolo
New Poster

Re: Change plan gives error message and customer support has not resolved over multiple contacts

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. 

Again
Expert

Re: Change plan gives error message and customer support has not resolved over multiple contacts

@pgolo 

You can post about  your issue here, but leave out any personal identifying information.


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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ComcastMarcos
Official Employee

Re: Change plan gives error message and customer support has not resolved over multiple contacts

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? 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!