I am being redirected to this webpage https://www.xfinity.com/buy/plan/message/DFPLN3001 with a message, " Hi, it looks like you are a Netflix customer. Please call us at 1-800-XFINITY and we can help," whenever I try to view availble plans and services on my Xfinity account. The support didn't really understand what I am talking about, and have suggested I just use the X1 box to make service changes. This issue seems to be quite common according to the posts I have seen on this forum, and they all relate to Netflix. I have updated the primary xfinity account email to my comcast.net email, and the netflix account email to it aswell, but still receiving that message. Any ideas as to what I can do to resolve this?
Yeah, I hit a brick wall too. No one really knows why it does that. Gave up on fixing it at this point. All I want to do is just be able to view available plan upgrades on my own time, without having to take up the rep at 1-800-Xfinity.
This is ridiculous. I’ve been on the phone w/customer service for this issue for well over an hour now (multiple reps). At first I was told that this is a new issue they just heard about, but Google’ing the error shows that it’s been going on for at least a year. I can’t add the $5.99/mo service (advanced security) I’m trying to add— it keeps bouncing over to this NETFLIX error page. Same results for trying to view My Plan. They seem to want to blow it off by saying they are working on it— to come in to the store for any changes, or (worse) they can offer the service over the phone for $15/month since what I saw is only an online web promo.
FWIW, I suspect their back-end is having this problem for users that recently changed their primary username and/or other key account data— maybe it updated some systems (what I can see online reflects my changes), but not some of the other back-end systems/databases and the provisioning of the new add-on service fails out. Did any of you recently change your account/username info before this error started?
Hi everyone. Thanks for taking the time out of your busy schedules to let us know about the issues you're having managing your services via the My Account portal. That part of the site is down for the meantime, but you are more than welcome to send me a private message here so I can get whatever you want done, done. Just send me a private message with your full name. Apologies for the inconvenience this has caused.
I am now seeing this error. Is this still an issue for everyone?
tkeer, I believe that part of the website is still down for maintenance. If you need help with managing your services, I'd be happy to help!
Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.
"down for maintenance"? This has been broken for over a year, and no progress has been made to fix it. It's not something that's down for some maintenance procedure. All posts lead to "please private message me". Can't you guys fix this?
ThatoneguyinDC, I understand your frustrations but at this time, to manage your available plan/services, you have the opportunity to speak with a knowledgeable specialist! I know sometimes folks are a bit hesitant by that because they believe they won't be presented all their available options based on the specialist they receive. I can assure you, our team on the forums do not make a commission or have any goals pertaining to your account so we are happy to present you with every possible offer available. I job is to work for you and make you happy! If you change your mind, please drop me a private message with your full name so I can access your account and then send you your options based on what you're looking for. If you click my name and then click "send a private message" on the following page, we can get started.
tkeer, glad we were able to find a plan that works best for you. Post again if you need anything! Thanks for being a valued customer!
i just changed my account on aug 3 or 4. now i get the error. i have heard that this might be because i have a "unique account". whatever that means. maybe we all have this type account. im trying to work my way upthe ladder to find out what this means. any help would be appreicated.
freewhling, If you need help changing your rate or exploring packages, let me know!
This happened to me today when I changed my service plan with Xfinity, which now includes Netflix. This seems to be related to new service offerings including Netflix that now affect a customer's ability to Manage Your Plan online. This looks like a significant bug in Xfinity's management systems, what is the ETA for this being fixed for your customers?
I'm seeing the error, as well. Just changed my plan- it now includes Netflix- similar to what others have reported.
Seeing the error code here too. And this is nothing new. It's been this way for months (if not years) because the landing page is the same one I've gotten forever when it comes to changing services.
The page is titled "Sorry" -- perhaps as an ironic joke -- and the only real content on the page relative to my intent is:
To make any changes, just call 1-800-XFINITY.
which, of course, is thoroughly unhelpful. Also included on the page are links to actual extra services which I don't subscribe to whose links work perfectly well. No indication other than the title that this page is in any way erroneous.
Given the pernennial non-functionality, I'd venture that the undlerlying idea is to make it as convenient as possible to add/upgrade and as inconvenient as possible to change or downgrade. Call me a cynic, but when the page doesn't work this long, Comcast is no longer really "Sorry" about it as the page title might claim.
This is such a pain. I cannot believe it has take so much time to fix this issue. I finally spoke to someone that sounded like he knew what he was talking about and it made sense. He told me the error message keeps coming up because I need to finish setting up my Netflix account through the Xfinity app. Once that's done then my Xfinity account should update itself. You have to be in front of your television to do so. Unfortunately, I'm at work right now so I have to wait until I get home. Hope this works.
As a follow-up for everyone who may be tracking this common issue, I spent 2 hours on Saturday evening troubleshooting the root cause of this situation with Xfinity engineers on the phone. The core issue from what I was able to determine is the interface (API?) between Xfinity account management and Netflix services. During troubleshooting, when Xfinity actually suspended my Netflix account and caused it to 'pause' on billing from Xfinity into Netflix, the ability to 'Manage Your Plan' actually came back, and I was able to see all my updated services through the 'Manage Your Plan' function. Obviously not pleased that Xfinity suspended my Netflix billing service, we worked to have it reenabled with Netflix, and my billing was again active and my Netflix operational once again. After that occurred, I checked 'Manage Your Plan' service again on Xfinity, and the same original error with DFPLN3001 happened again. I informed the Xfinity engineers that this was obviously the root cause of this common problem, and to have their engineers take this case study and resolve this error for everyone.
It's been radio silence since then, and I have no idea if Xfinity is listening or not. But the time spent Saturday helped shine the light on the core issue, and I hope that they will listen and engineer the right solution for everyone, especially with the Netflix service in many service plans now for Xfinity customers.