I see many people have asked this same question over the last six years but no one seems to know the answer:
How can I downgrade a package (when it expires) without spending hours on the phone? I do not see any options to do so online. Once I enter all my current information, it provides me only the same level or upgraded choices, but no options to have fewer options or lower costs. After six years, has no one at Xfinity figured out a way to let people downgrade packages online? The online chat agent was not helpful, just advising me to call. When I try to call, either I am on hold for hours due to "higher than normal call volume" (for 11 months now) or I get a brusque recording saying "No one is available to answer your call now. Goodbye." The agent also said the local store could help, but last time I drove to one, they said they handled only equipment exchanges and had nothing to do with packages or billing. I feel I am going in circles here.
Hello, Frustrated2021! I'm so glad you reached out to us here with this issue. I can absolutely understand why you may be a bit frustrated at this point while trying to get help with repackaging your services and that definitely isn't the kind of experience we want for you. I'd love to take a look at the available promotions in your area (including downgrades) and make sure we get you set up with a service plan that best fits your needs at the best rate available. Please send me a private message with your first and last name, as well as your service address so I can assist.
To send a private message, click my name "ComcastTambrey", then click "send a message".