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

[pgolo]

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]

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]

@pgolo 

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

[ComcastMarcos]

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?