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user_501225
1st Topic

Visitor

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2 Messages

Saturday, October 18th, 2025

unable to change to change internet plan

every time i try to change my plan online or in the app, it infinitely loads at customize plan or just errors out

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2 days ago

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XfinitySara

Official Employee

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2.1K Messages

2 days ago

@user_501225 - Thanks for coming to the Xfinity Community Forum with your plan change concerns. I'm sorry to hear about the trouble you're having, and I'd love to see what we can do to help! First, there are various ways to make changes. Have you checked out our Plan Builder by chance? You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first), or simply log in to My Account and you can manage your services that way! May I also ask what troubleshooting you've tried (i.e. clearing cache and cookies, incognito mode, etc.)?

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user_501225

Visitor

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2 Messages

plan builder link says "Sorry about that! We had a problem with our site" and xfinity deals link just shows 3 dots blinking and loads unendingly. has been like this for days, have tried multiple browsers, private windows and on my phone, laptop, and computer

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2 days ago

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XfinitySara

Official Employee

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2.1K Messages

Ok, @user_501225. Let's take a closer look and see what our team can do to help! We're great to work with because we shouldn't have any problems changing your service(s) to something more suitable for you :) Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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