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. "
"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.
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.
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.