Community Forum

Why no details about available plans?

Highlighted
New Poster

Why no details about available plans?

What is the Xfinity Customer Commitment?

Technology and innovation have always been at the heart of what we do. We've reimagined the entertainment you love and we're committed to doing the same for your entire experience.

Our commitment to every customer:

  • Respect your time
  • Simplify your experience
  • Make things right if we fall short

https://www.xfinity.com/support/articles/xfinity-customer-commitment

 

Then, why is it I cannot find the available plans in my area online? That every time I look for plans, I get a message stating “sorry”, that I must talk to a customer representative. When I try to use the chat feature and it provides a link to changing plans, I get the same “sorry” message. When I call the support number, I get disconnected. When I finally talk to a customer representative and she provides information about a potential plan she cannot send me in writing what the plan offers so I can review it. But she can send me a text or email to accept it WHILE ON THE PHONE WITH HER but again not after a review first. However, she did say that I could agree and cancel later.

What do you have to hide by not providing the details of plans in given areas?  If not online, then at least via email after a discussion with a customer representative?

So please tell me how you respected my time and simplified my experience. I think you fell quite short.

Highlighted
Official Employee

Re: Why no details about available plans?

Hi 102wa. We're sorry you feel that way. Our prices and promotional discount offers vary by location and eligibility. Our promotional discount offers are subject to availability and may change at any time. In general, we offer an introductory promotional discounted rate for the first 6 months, 1 year, or 2 years depending upon the offer. After the introductory discount period offer expires, the price does automatically change to what we call Everyday Price or regular rate. It is for these reasons, sometimes offers online cannot be completed online, and you need to contact a person for assistance with verifying the offer is available to your account. It's also the reason we don't send out written quotes for promotional pricing.

 

We do provide your local Rate Card pricing here: https://comca.st/36mNPFN; - Your local Comcast service rate information is available. (Sign in to view your local service rates). 

 

If you would like assistance reviewing the offers available to you, I can help. Please reach out to me via private message and include your full name and service address so I can assist you. To send me a private message click my name (ComcastJoeTru), 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!
Highlighted
New Poster

Re: Why no details about available plans?

Even when I am logged in, the link that supposedly shows the local rates is not accessible. I get a "sorry, that page is unavailable" message.

And even though there are different rates for different local regions, why can't the details be shown in the text/ email that you are supposed to "accept"?  To me, this sounds rather deceptive.  If you can't put in writing what someone is suppose to agree to what are you trying to hide?

Highlighted
Regular Contributor

Re: Why no details about available plans?

I trimmed some extra characters off the end of the link above, and got a working link:

 

https://www.xfinity.com/support/rate-card/

 

Highlighted
Official Employee

Re: Why no details about available plans?

Hey @102wa

I can understand why you'd feel that way and hope I can clarify. I'm sorry if this wasn't explained, or if the information wasn't visible before. The Customer Approval Document that you mentioned is a time-sensitive document meant to expire 15-minutes after being generated. We can send the document via text or email - so you can review the terms and conditions of the package and make sure the price and services are exactly what you discussed before any changes are made to your account. 

My team would be happy to chat with you about your account and any existing customer offers you are eligible for. If you're open to it, feel free to send ComcastJorTru or me a private message. We look forward to seeing how we can help! 🙂 


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!