Frequent Visitor
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14 Messages
Can't manage my plan because I have flex - PLEASE HELP (Updated)
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.
j_f1
Contributor
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51 Messages
5 years ago
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.
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Again
Expert
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31.9K Messages
5 years ago
It was deleted because you quoted the post that was in violation.
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trasixes
Frequent Visitor
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14 Messages
5 years ago
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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j_f1
Contributor
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51 Messages
5 years ago
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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trasixes
Frequent Visitor
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14 Messages
5 years ago
Thank you! Sounds like the way forward.
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j_f1
Contributor
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51 Messages
5 years ago
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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trasixes
Frequent Visitor
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14 Messages
5 years ago
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.
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CCMorgan
Gold Problem Solver
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3.3K Messages
5 years ago
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!
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CCMorgan
Gold Problem Solver
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3.3K Messages
5 years ago
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!
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trasixes
Frequent Visitor
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14 Messages
5 years ago
Huge kudos to @ComcastMorgan
My problem is resolved! Very nice, helpful, and friendly person! Comcast should clone you, ha!
Thanks again!
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bgc295
New Poster
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2 Messages
5 years ago
@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.
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misterzip
New Poster
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4 Messages
5 years ago
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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Expert
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31.9K Messages
5 years ago
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misterzip
New Poster
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4 Messages
5 years ago
ComcastMorgan specifically told customers having this issue to PM him.
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Expert
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31.9K Messages
5 years ago
Not that I see in this thread; only a specific customer - trasixes.
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