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The "Shop/Upgrade" and "Manage Plan" doesn't work

Regular Visitor

The "Shop/Upgrade" and "Manage Plan" doesn't work

Does the "Shop/Upgrade" and "Manage Plan" functionality on the xfinity website work for anybody?

For what I read here, it's been an issue since 2016.

I get the error message "We're sorry, it looks like you'll need some help completing your order.

Please call us at 1-877-680-7173 and we can help".

Of course, if I wanted to be on a 2-hour long call with a sales agent, I wouldn't be trying to manage my plan online.

 

Admin1

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

Hi fcp105 -- I can help you manager your plan. Please send me a PM with your name, full service address, and either phone number or account number for authentication. I'll also need to know what you were trying to order.

 

Click my name (ComcastZach) and click Private Message Me.

Regular Visitor

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

I re-read what I posted, and I don't see an indication anywhere that I'm looking for one-on-one support. 

I don't want to talk, email, or chat with anybody.  I want to know why the "Manage Plan" fuctionality doesn't work.

Is that broken by default?  Is it a flag posted on customers' accounts?


@ComcastZach wrote:

Hi fcp105 -- I can help you manager your plan. Please send me a PM with your name, full service address, and either phone number or account number for authentication. I'll also need to know what you were trying to order.

 

Click my name (ComcastZach) and click Private Message Me.


 

Admin1

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

fcp105 -- That is an issue we've run into periodically with some accounts where the function doesn't work as intended. This why we offer assistance. If you do not want one-on-one assistance that is ok. We recommend trying other browsers to see if you have the same issue along with clearing your cache & cookies from your browsers. 

Regular Visitor

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

Not sure about "periodically". It has been an issue for me since I opened my account and it seems that people have been posting about it since 2016.  Looks suspicioulsy to be by default to trigger a sales call.

I have tried Google Chrome, Safary, Edge, Firefox and the Safari on my phone.  None worked.

 

Admin1

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

fcp105 -- We're here to help if need. By the way, these forums are not sales channels. We're here to assist in any way we can. 

Expert

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

It didn't work for me for a long time, but it's working now, and has been for a few weeks. I periodically check it to see if there are any good deals in my area. 


"The one thing that you have that nobody else has is you. Your voice, your mind, your story, your vision. So write and draw and build and play and dance and live as only you can." - Neil Gaiman
Regular Visitor

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

Do you know if it has anything to do with where we are on the contract?  Some kind of timeline?

Expert

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

Not in my case - I was out of contract when it first happened, then it continued after I renewed my 2 year with Gigabit. Lasted for about 3 months. 


"The one thing that you have that nobody else has is you. Your voice, your mind, your story, your vision. So write and draw and build and play and dance and live as only you can." - Neil Gaiman
New Poster

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

It does not work, and they know it.  I ended up calling.  I wanted to talk about how to lower my monthly bill; various options to do that....understanding that I would probably end up giving up something....and my ONLY option was to keep my bundle, get lower internet speed and save $20.00 a month.  That's it.  I asked about why I got that error message and had to call....was it a problem or is that intentional and she said no, it's not an error, it's intentional.  Then remove the "shop/upgrade ...manage plan" icons!

The answer is.... you HAVE to call. 

Time for an alternative I guess!

 

New Poster

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

I was told it is intentional, nothing is broken.  Tell's  you alot about that company I say......

New Poster

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

The representative I spoke with told me it is NOT an error.  It is intentional.  Glad she was honest but really????  What company doesn't let you look at options online? 

Admin1

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

Hi Lynn241 -- The information you're sharing is not correct. An agent would not have told you that this is intentional. If it were intentional then it would affect all customers and it does not. This is a known issue that we are working to resolved. 

Frequent Visitor

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

If it was a known issue there would be a company wide support memo regarding the issue and any resolution or timeframe.  This has been going on for years and reps give any excuse they can randomly think of. "The server is having issues" "The website is down" "It depends on your current services" "I'll escalate this and you'll receive a call within 48 hours supposedly even during a holiday weekend" yeah right that isn't going to happen.  Stop with the runaround and fix the problem.  If it's not fixable in over a year then rewrite the website to working order.  Funny how it ALWAYS works to TAKE my money but I can't even view the offers available?  At least let me view a list of offers even if actually ordering requires a phone call or visit to an office.

Official Employee

Re: The "Shop/Upgrade" and "Manage Plan" doesn't work

Hello Sl4ck3r22. We apologize for the inconvenience. This is a known issue that affects certain customers. We are working to address this issue. We currently do not have an ETR on the shopping section of our website. In the meantime, I can offer you customer support with going over the service offers that are available to your account. Please send me a private message and include your full name, service address, and account number so I can assist you. 

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