Managing your Xfinity Account online

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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.

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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.

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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@jfederline wrote:
I second this. Just encountered this today myself. Since I don't watch using flex ([Edited: "Language"]) and I value shopping online without the hassle of interacting with Comcast employees due to low usefulness [Edited: "Language"], I will be cancelling flex. I thought hey, it's free, what does it hurt to try it... Well, it makes your online shopping experience into a zombie website. Thanks for nothing, Xfinity.

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Wow, your experience is a mirror image of mine (and probably countless others, now that I consider it). 

The Flex was free, so I thought I'd give it a shot, and in the end found it lacking. Now I'm regretting my decision.

you can talk to an agent online through chat. I was in the same position as you and i don't like talking through phone as much. When i was chatting online with an agent i asked about what offers thay had and what other services i could get. Sometimes you'll get lazy workers that will only give you expensive offers. But luckly the second time i chatted with a customer service agent they gave me the option to upgrade my internet with a 1 year contract and stay with the same price.

When you go online and try to change your services it will take you to a page that says you either have to click on xfinity assistant or call a number. click on the xfinity assistant option and it will take you to a chatting page where it will connect you to an agent.

Hi Jbanks74. Thank you for creating a post on our Forum. I can assist with with reviewing your account and the various options available. To get started, please send me a private message and include your full name and service address 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. 

Hi there, pete6640. Sorry for the inconvenience about that! It is something we are aware of. What we are suggesting for now is the option to work with us here to partner together on going over any options or changes that you may be interested in. Are there any specific changes you'd like to make to your plan or is there anything in particular you're interested in hearing more about?

Hi there, jkbuckethead. Good morning! We are aware of this and we are sorry for the inconvenience it has caused. As a temporary solution, I would be more than happy to help you with any plan changes. Please send me a PM with your first and last name and we can go from there.

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

Hi @petex8989,

Unfortunately this is a known issue the dotcom teams are working on. You'll need to chat or call in (preferrably to Retention) and they can make the change for you. 

I ran into this as well. How do I even know which plans I am eligible to change or upgrade to? I asked to have a list of them sent to me, but I just got hung up on.

Same thing happened to me too. Did you get this resolved? Did returning the Flex help?

I have not gotten it resolved. The chat folks don't seem to understand anything about Flex, and I haven't had the time to sit on hold and talk to a rep.  I had to talk to a rep to change my plan though, and brought up the Flex and she said it wasn't her department.. sigh.  So I'm still stuck in that position that I can't do anything online since I have Flex.

Why in the world Flex, a free add-on, stops anyone from changing their plan is beyond me.  Other messages in here say it was a "bug" that was supposed to be fixed back in September, but apparently it's not a priority. Strange. 

This whole thing led to my other question on here, about the $10 AutoPay discount -- the whole reason I would rather do things online is so I can see things and terms in writing, versus taking a representative's word for it,  which is the situation I'm in now. 

Not a good experience, Comcast. Please fix it.  

I will update if I have any luck returning the Flex this week, but it seems hold times are high.

Bumping this as I have the exact, same, incredibly annoying issue. I have spoken to 3 representatives now that were not able to help. I am looking to build a plan, exactly how I was able to before accidentally taking flex (I thought, oh free, okay, whatever). One of the reps, in leiu of helping solve this technical issue, was taking nearly 10 minutes to bring up information that was coming up instantaneously before. This is just incredibly aggrevating as my connection has never been delivered anywhere near it's promised speed and now I have no choice but to order more but do not want to get ripped off as I did the last time I picked a plan. 

I have this exact same problem... I can't even transfer my service to a different address.
Basically this "free" add-on had now cost me the ability to manage my account online. This is very upsetting and I am highly dissatisfied with Comcast/Xfinity

@szeligal Thanks so much for taking the time to reach out to us regarding your programming package concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. We always have offers and options, available for our current customers I would love to get you set up with an account review. Can you please reach out through private message with your first and last name, name on the account if different, and service address? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/391oRyp;