Can't manage my plan because I have flex - PLEASE HELP (Updated)

[trasixes]

I've been contemplating adding/changing my services, and while I can login and pay my bill without issue, if I attempt to even see pricing/available services, I am greeted with...

" Since Flex is in your plan, the Xfinity Assistant can help complete your order online. Or, you can call 1-800-XFINITY. "

I have no desire to call customer service, or use chat/email to contact Xfinity whenever I want to see what Xfinity services are available to me. I would very much prefer to access this information as I did before I added Flex to my account. 

Any help is greatly appreciated!

Updates: I've tried calling 1-800-XFINITY (Most recently was told they couldn't remove Flex because my under contract for my internet access???). The Xfinity Store couldn't help - told me to call the 800 number.  Same with chat - call the 800 number.

[jfederline]

100% agree with this. Encountered this today, too. If I knew that adding a free service would lock me out of being able to shop online, I would never have gotten it. I also don't have any desire to speak to agents on the phone just to shop internet plans in this day and age. I should have let my better judgement prevail and not gotten something for free from Comcast. I'm not impressed with flex at all compared to roku, and was already thinking of getting rid of it.

Now I'm trying to figure out how to cancel flex. The chat assistant doesn't have anything for "cancel flex", and the FAQ for flex only addresses equipment return, not service cancellation, so it looks like I will now be holding on the phone. If I'm having to speak to someone on the phone anyway now, I'm getting rid of flex, since I don't want it anyway, and it now prevents me from shopping internet plans online.

[trasixes]

Not sure why my other post was deleted. It says abbreviated profanity, but there was nothing of the sort there.  

Still looking for help though!

[Again]

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@trasixes wrote:

Not sure why my other post was deleted. It says abbreviated profanity, but there was nothing of the sort there.  

Still looking for help though!

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It was deleted because you quoted the post that was in violation.

[jfederline]

Over on Xfinity official Reddit, conclusion is to just cancel flex. There's a post there updated in the last day about this. The Reddit OP said the ability to manage plan online returned after cancelling flex service.

I had to call to cancel flex. The chat assistant doesn't know anything about cancelling, and you can't cancel flex service online, you can only start the return the equipment process online, still have to cancel flex service separately.

[trasixes]

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@jfederline wrote:
Over on Xfinity official Reddit, conclusion is to just cancel flex. There's a post there updated in the last day about this. The Reddit OP said the ability to manage plan online returned after cancelling flex service.

I had to call to cancel flex. The chat assistant doesn't know anything about cancelling, and you can't cancel flex service online, you can only start the return the equipment process online, still have to cancel flex service separately.

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Thank you! Sounds like the way forward.

[jfederline]

Confirmed - I can shop for plans online again today after canceling flex yesterday, seems a day delay to finish the process. Free UPS shipping label to ship the flex hardware back to them at xfinity.com/returns.

[trasixes]

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@jfederline wrote:

Confirmed - I can shop for plans online again today after canceling flex yesterday, seems a day delay to finish the process. Free UPS shipping label to ship the flex hardware back to them at xfinity.com/returns.

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Since I read your reply, I've been trying to get Flex removed from my account. I've tried phone calls, chat, and the Xfinity Store as I returned the Flex device. Nothing but problems. 

Still no luck, and hope for help here looks bleak as well.  Comcast is always great, until I need some type of support.

[ComcastJonathan]

Hi all, I checked with the teams working on this and this appears to be a known defect with Flex, so apologies for the inconvenience. From a timing perspective they are working hard on getting it unblocked and released within the September timeframe.

[ComcastMorgan · Accepted solution]

Hi, trasixes. Thanks for posting here in the community for support. I understand you'd like the ability to view/make changes to your current plan/service. Since Flex is blocking that ability, please send me a PM with your first and last name. Since this is linked to a known issue and if you'd like to wait until September when we should have a resolution, that works too. 

I'm here for you either way.  To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

Thanks!

[trasixes]

Huge kudos to @ComcastMorgan 

My problem is resolved! Very nice, helpful, and friendly person!  Comcast should clone you, ha!

Thanks again!

[ComcastMorgan]

You are most welcome,  trasixes! It was so nice chatting with you and helping you out with your account. You were awesome! 🙂 Thanks for your time today. Take care!

[bgc295]

@ComcastMorgan  I'm having this issue too I'm a new customer got flex and sense I can't make changes to my account, cant seem to message you though. 

[misterzip]

I am having this problem and could not see anything that gave me the option to PM you after clicking your name.

[Again]

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@misterzip wrote:

I am having this problem and could not see anything that gave me the option to PM you after clicking your name.

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The sending of a Private Message to anyone in the Forums, especially Official Employees, unless specifically requested, is against the Forum Guidelines and the Acceptable Use Policy.  

Please do NOT send any of the Official Employees private messages unless they request it. By doing so they are being flooded with PM's and are being bogged down in trying to answer all of them. This keeps them from doing their job effectively here in the forums and defeats the purpose of the forums.

Thanks

[misterzip]

ComcastMorgan specifically told customers having this issue to PM him.

[Again]

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@misterzip wrote:

ComcastMorgan specifically told customers having this issue to PM him.

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Not that I see in this thread; only a specific customer - trasixes.

[jakewv]

Was this problem supposed to be resolved by the beginning of September? I've been experiencing the same issue since I got a Flex in July or so, and it still isn't resolved. I want it fixed. Is there a workaround, or do I either have to cancel my Flex or wait?

[morttt]

Same issue, same question. When will this be resolved? 

[avijit007]

I am unable to send message to comcastmorgan. I have the same issue in changing my plan/account due to having Flex. How do I PM him?

@ComcastMorgan Pls help

First Name: Avijit

Last Name : Das

[ComcastMorgan]

Hi everyone. We are still waiting for a fix. Thank you all for your continued patience. For now, please create your own post if you'd like assistance from us in view/managing plan options and we will respond from there. That is the temporary workaround until a fix gets implemented. Thanks!

[ComcastNima]

Our development teams are actively working to have the long-awaited update in place soon. Once the change is implemented, we'll post an immediate notification here.