Hello jwheeler1292. Thank you for joining the Xfinity Forums and for creating your first post. We apologize for the inconvenience. This is a known issue that affects certain customers. We are working to address this issue. I can offer you customer support with the Preferred package upgrade. Please send me a private message and include your full name so I can assist you. Click my name (ComcastJoeTru) to view my profile, then click the link that says "Send a message". There you can private message me.
@jwheeler1292, we never received a private message from you or heard back from you on here, so I will be locking this thread. Please be sure to send ComcastJoeTru or myself a private message, if you still need assistance with changing your package. We're here to help! Thank you and we appreciate you being the best part of Comcast.