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Unable to make changes to my account online

Jcureno
New Poster

Unable to make changes to my account online

Why can’t I make changes to my account online. It’s ridiculous specially during a pandemic that I have to go into a store or call customer service whenever I want to make any changes to my service.


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ComcastAshley
Official Employee Digital Care

Re: Unable to make changes to my account online

Hi @Jcureno, thank you for reaching out to our Xfinity forums. I am happy to know you utilize the online application and or website to make changes to your account. Some changes would need to be done with a specialist for security reasons as well as making sure the account is eligible for certain changes like upgrading or downgrading services as well as moving. 


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Jcureno
New Poster

Re: Unable to make changes to my account online

I ust want to upgrade my internet speed,  Iknow it's available in my area and I know my current personal modem can handle the extra 100-200 Mbps. Ishould not have to jump through hoops to be able to get this done.  I have tried using the chat and its an endless circle. It sends me to page to buy a bundle including TV which iI do not want. Funny enought it will let me add a 1 year tv, voice and internet bundle online, which is significantly more of a compromise but for some reason that does not have to be "done with a specialist for security reasons or to make sure the account is eligible for certain changes like upgrading or downgrading services as well as moving. " Very convinient. 

 

not being able to manage my account online is a deal break, i will take my business elsewhere

ComcastAshley
Official Employee Digital Care

Re: Unable to make changes to my account online

I apologize @Jcureno for the inconvenience and hope you continue to be apart of our Xfinity family as we do value you. We can help with making changes and or cancellations of your account. I am unable to confirm the reason why you can't make the internet speed change until we access your account. You may send me a private message so I can take a look and or proceed with account cancellation per your request. I am here to help! 

 

send me a private message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send me a private message, click on my name, "ComcastAshley," and then click send a message


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!
Apresley70
New Poster

Re: Unable to make changes to my account online

I had read on previous posts it is a technical error on xfinity’s part and your company is aware of that. If you cancel Flex that it allows you to change plans online?