pgolo's profile

Regular Visitor

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4 Messages

Thursday, January 28th, 2021 1:00 PM

Closed

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 ? 

 

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Expert

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31.9K Messages

4 years ago

@pgolo 

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

Regular Visitor

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4 Messages

4 years ago

After multiple hours of chats and phone calls, I was just told that because of where I live, 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. 

Visitor

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4 Messages

I ran into the same issue the last two days while trying to apply for EBB program. I couldn't apply for EBB or change plan online due to my address missing an apartment number. Representatives said they cannot enroll me manually. It took hours to just get a live person going through all the automated systems. And then hours on the phone and getting redirected from rep to rep, department to department.

Official Employee

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2.4K Messages

4 years ago

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? 

Regular Visitor

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4 Messages

4 years ago

I just want to know what my options are. While I NOW understand that for some reason in my area I cannot do it,  I deeply resent that I wasted so many hours of my time trying to 'fix' something that was broken by design. 

How does it benefit the customer to not be able to view all available options?

Official Employee

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2.4K Messages

4 years ago

I hear you loud and clear, /u/pgolo, and I can definitely help by looking at your account to see the options available to you. In order to get started can you please send me a private message with your full name? To send a private message, click my name "ComastMarcos", then click "send message".

 

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