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CAN'T MANAGE MY PLAN ONLINE

Frequent Visitor

CAN'T MANAGE MY PLAN ONLINE

I've been trying to manage my plan online and keep getting the same message. The site only allows for shop/upgrades but prompts you to call in to make changes (lowering cost) on your existing plan. Again, this is a very shady business practice when your can't make a fair comparison to other plans online. I don't want to speak with an agent. All they do when you call is try to find some change options for you , up-sell or give you ridiculous suggestions so your don't downgrade your service. I can't trust the customer service department.. Comcast was overcharging me for 3 years for a returned box that was never removed from my bill. very poor customer service and a total hassle to resolve that issue. Without being able to see what's available how can I make a good decision. I just have to take the word for it over the phone??
New Poster

Re: CAN'T MANAGE MY PLAN ONLINE

I'm having the same issue. What is the point of the manage plan link if it doesn't work?
New Poster

Re: CAN'T MANAGE MY PLAN ONLINE

I had exactly the same experience! It appears that many, many people have this same experience. The link doesn't function on purpose to get you to call so they can give you their sales pitch! I urge everyone who has time to call Comcast, demand to speak to a supervisor, and MAKE them tell you that the link isn't functional. Make them send you an email with EVERY available plan and their associated costs, so that YOU can decide what plan you would like!
Frequent Visitor

Re: CAN'T MANAGE MY PLAN ONLINE

I asked myself the same question- why having a link there what doesn't work. Again, the lack of transparency on their business practices is just too obvious. They keep saying it will be fixed some day but I wouldn't hold my breath on that everything is set up so that you have to make a call to speak with them
New Poster

Re: CAN'T MANAGE MY PLAN ONLINE

Yup, same issue for me. I don't even know why the button exists. Even worse I can't even see my current service besides a generic "Internet Service" without any detail. I have to view my billing details to even see what my actual plan is.
Highlighted
Regular Visitor

Re: CAN'T MANAGE MY PLAN ONLINE

The Manage Plan button is a scam to get you to talk to a sales person.  I never worked for me, since I signed up 11 months ago.  Nobody is working to fix this, and, clearly, they don't care.

Frequent Visitor

Re: CAN'T MANAGE MY PLAN ONLINE

I agreed and there is nothing we can do about it.  Below is the response I received from them.  They keep saying they're working on it  and we have to wait until they're satisfy with it.  What a joke!

 

"In regards to not being able to manage your account online when it comes to your package,Comcast is making some changes/upgrades to our system and we are working the kinks out before it goes live. Until we are satisfied with it, some of our customers will not be able to manage their accounts online.  We apologize for the inconvenience of having to call, chat, or e-mail in to manage your account. " 

New Poster

Re: CAN'T MANAGE MY PLAN ONLINE

"Manage My Plan" hasn't worked for more than two years.  All the points here are correct that they are not really working on it.  Their business model emphasizes new customers over existing customers, so there is no management desire to allow existing customers to compare plans.  Truly sad to see when their scripts and commercials highlight valuing customers.

Frequent Visitor

Re: CAN'T MANAGE MY PLAN ONLINE

Now they're saying it's due to your service level that it prompts you to call the toll free number- if you're  triple play customer you can't manage your account online because you must speak with an agent first.  Around and around- one lie after another. These people are unbelievable.  

Below are their new remarks: 

 

"I do understand your frustration with not being able to compare packages through the website. Unfortunately, all existing triple play customers are directed to contact customer service when they attempt to add or upgrade services online"

 

No hopes folks.  I filed complaints with the BBB and FCC. I'm pretty it's just another waste of time.

Frequent Visitor

Re: CAN'T MANAGE MY PLAN ONLINE

I can't manage my plan either and I'm a double play customer, but somehow today I was able to see offers, but of course they only let me upgrade to triple play, when i take the phone out, i get a message saying:"Sorry no offers match your criteria".

Frequent Visitor

Re: CAN'T MANAGE MY PLAN ONLINE

There is no hope in getting this fixed any time soon. I have sent complaints through the BBB, FCC  and attorney general on this thread. The runarounds is that marketing and web team still working on this "known issue". Well, it's been over a year and there's little to no progress made whatover. By design the web portal will prompt you to call customer service when you click on the function to manage plan online.  They don't want you to alter your plan unless you speak with someone that more than likely will just try to up-sell your existing product or try to keep you on the higher possible service tier. It's purposely blocked to trigger that sales call . It only serves the company's purpose not the customer's needs. This is very deceptive and dishonest.  It puts existing customers at disdavantage. The worst we can't even have access to information about deal/promotions to compare costs in our own. Before forcing us to engage on a phone conversation, chat or email, that would probably take hours (personal experience), we should be able to have a pretty good idea of the options available and the changes we could make to fit our needs.  Rather, we have no other choice but to reach out to the worst customer service department and if lucky you they can make the correct changes on your account.  PS: don't be surprise if they change their story/statement on every phone call, chat or email. They can't never stick to their own words/promises. 

New Poster

Re: CAN'T MANAGE MY PLAN ONLINE

Hi... Don’t let your phone get disconnected because the billing agents and the supervisors don’t know the system at all... they don’t know what’s the total amount you owe to get services restored...
and will tell you that in order to restore your services pay X amount and when you pay it, the system will ask for you to pay another amount...
AND there’s no guarantee that the next amount you pay will restore your services..
All they know what to say is I’m sorry... There’s no transparency at all...
you can’t manage your bill online like your other Comcast services that you know what the charges are and mean...
Official Employee

Re: CAN'T MANAGE MY PLAN ONLINE

Hello prflowersea66, is there anything I can assist you with?


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.
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New Poster

Re: CAN'T MANAGE MY PLAN ONLINE

They don't fix it so you have to call them over the phone. That way when you are ready to drop channels or comcast all together they will try to get you to change you mind with lowered prices that will go up again eventually. I'll be cutting the cord soon.

Regular Visitor

Re: CAN'T MANAGE MY PLAN ONLINE

What about everyone else who is having this issue?  Where is the on-line assitance for them or does Comcast just randomly pick people to make it seem like someone cares.  I started a new thread reiterating the same issues many of us have and it's not right.  I understand the business model but it's wrong.  Many of us customers like to see what's available and be educated before calling in.  I started searching the other day because I'm considering swapping my cell phones from VZ to Comcast for my family - hello...QUAD player potential customer right here.  But unless I can get this triple play thing straightened out...sorry folks...but Comcast doesn't get anymore business from me.

Official Employee

Re: CAN'T MANAGE MY PLAN ONLINE

Hello all. Thank you for posting on our Forum. Our website shows various pricing and offers based on customer eligibility. When you attempt an offer the offer may not be available to your account which can result in an error. We appreciate all our customers, existing and new. Regarding promotional discounted offers, we offer an introductory rate for the first 6 months, 1 year, or 2 years depending upon the offer.

 

 

hefhay, I responded to your new thread post located: https://forums.xfinity.com/t5/Customer-Service/Existing-customer-can-t-manage-plan-on-line/m-p/31775...


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!