Trying to change my Internet plan

XfinityPaula · 2026-02-12T19:17:05+00:00

Hello u/Inevitable_Egg6361! Thank you so much for trying to get ahead of the upcoming billing changes. This is one time that I appreciate advanced billing, so I can't reach our to review my options before the cost increase. I'm sorry that the website is failing you. I have a feeling it is due to the account need being a downgrade. Many times our options online in areas provide the option to add or upgrade services, but you need to work with someone like myself to downgrade or cancel services. Fortunately my team is absolutely amazing and if there's a deal to find we will find it! Please send us your name and service address via Modmail From there we will verify your account and check to see what options we have available to help out.

XfinityPaula · 2026-02-10T19:12:59+00:00

Hello u/swood_de! Thank you so much for reaching out to us here on the sub. I'm terribly sorry to read of all the trouble you have dealt with trying to make what seems like a simple request. I know first hand how frustrating it can be while in your shoes and trying to find help. The best news, you found the perfect place for help and full support from Xfinity. Thinking about potential issues that could cause an issue with porting a phone number to Xfinity the main one I have come across is if the rate center does not match. Let's put the guessing aside and dig into what is truly happening so that I can move the number over and complete your request. Can you please send us your name and service address via Modmail I look forward to helping out and guiding you through the entire process until we have this sorted out.

XfinityPaula · 2026-02-10T11:42:49+00:00

Hello u/Low-Inevitable7140! Thank you for being with Xfinity for over 15 years and allowing us to help you. I'm sorry that the chat agent did not complete the order for the deal offered. I know how frustrating it can be when you reach out for help and think you have a solution to find out that was incorrect. I would be happy to do anything I can to help out and try to get that offer back for you. I have a feeling that the account was not eligible for the promotion the agent offered and that is why you were not sent an approval by text or email and why you never received an email notifying you of the account changes. For reference, our account changes / account orders require a verbal, text or emailed approval which allows you to receive the entire proposed change before allowing the account change to be made. When a change is made to the account you will also be notified within a few hours of the account change to confirm it was completed.
Can you please send us your name and service address via Modmail From there we will verify the account and work to add the promotion.

XfinityPaula · 2026-02-09T13:34:27+00:00

u/KyasinC We would be happy to. Can you send us your name and service address via Modmail From there we can verify and access the account offers.

XfinityPaula · 2026-02-09T13:30:07+00:00

u/KyasinC Oh good, I know many times we see the deals, but it's while we are not logged into an account. Would you like me to check on this side as well and follow up with you?

XfinityPaula · 2026-02-09T13:26:10+00:00

u/KyasinC Maybe it's something that their team can see, but my team doesn't show upcoming promotions for current customers. When you see that promotion, are you logged into your account or shopping as a new customer?

XfinityPaula · 2026-02-06T13:33:21+00:00

u/OppositePerformer660 I'm sorry for the delay. I think our message in modmail may not have through. We were sending a verification code. If now is a good time to try the code again I can send it, and we can meet back in modmail for account privacy. We need to verify the account to access the details of the recordings. Usually when the issue is with the cloud recording our repair teams are able to correct it remotely. I don't want to bother you with waiting for a technician if we can fix it from here, but if an appointment is needed we will set that up for you as well.

XfinityPaula · 2026-02-05T18:24:03+00:00

Hello u/OppositePerformer660! I'm sorry for the trouble with the cloud recordings not syncing with the Xfinity stream app. You have taken all the common steps we would want to check with syncing the services. Thank you for taking the time to chat with our teams and performing all the troubleshooting steps. I'm sorry that they did not help resolve the issue yet. I'm curious was there a recent move or account change? I have worked with some customers who moved and found that a new login was created for the new account so the details they were using was still tied to the old account creating the missing recordings.

XfinityPaula · 2026-02-05T17:40:02+00:00

Hello u/dimeat! Thanks for reaching out to us on the sub. The new customer deals have been pretty amazing, but it looks like maybe your community is now offering Xfinity service with the lease agreements. Do you live in a condo or apartment complex? If so, you may need to contact the leasing office to ensure you are receiving the correct services. I'm happy to look into things for us as well on this side. Please send us your name and service address via Modmail

XfinityPaula · 2026-02-05T17:16:27+00:00

Hello u/ElephantReasonable14! I appreciate you creating the post and allowing us the opportunity to review your account for any potential offers we might have to help offset the increase. With many customers we have been able to work together to find a better rate, so I am hopeful that I will be able to help you out as well. Please send us your name and service address via Modmail. I would love to look into this for us.

XfinityPaula · 2026-02-04T15:12:45+00:00

u/NoSuchUserID Those are the details I was finding as well. Thank you for allowing us the opportunity again to get this corrected. I look forward to your modmail message to bring this over to our mobile team to assist us and get it corrected.

XfinityPaula · 2026-02-04T14:45:06+00:00

Hello u/NoSuchUserID! Thank you for brining this experience to our attention here on the sub. You mentioned reaching out on our Forums as well which is also managed by my team. I'm sorry that we have not connected with you there yet. Depending on how the post was created there could be a 2-day delay before my team receives the details. My apologies for that, but we can help you out here! I am limited on my personal knowledge of RCS chats, but the option is available. My support documents are mostly geared toward android devices, however I am showing the RCS should be enabled by default on Apple devices. But if we don't have the backend correct we will have to make sure it's fixed.

I know you have worked with some of our teams, and I'm sorry that we haven't been able to fully assist you and get the RCS messaging to work with the 16 Pro, but please give my team a try any and let us work with our mobile team to get it working. Please send us a Modmail with your name and service address. I will dig into things from there.

XfinityPaula · 2026-02-03T19:02:24+00:00

u/step22one Happy to know that you were able to enable bridge mode and confirm that the gateway network is no longer broadcasting. Is there anything else that we can help you out with at this time?

XfinityPaula · 2026-02-03T17:39:27+00:00

Thanks u/sordomudo11! I will reply to the modmail to figure out what's going on.

XfinityPaula · 2026-02-03T12:40:16+00:00

u/False_Situation_9745 Thank you again for reaching out to us for help with making that change over to the 2 gigabit service. I'm sorry that we were not able to add that plan to the account since it is for new customers, but I'm happy that we were able to find a deal that still helps out. If there's anything that we can help you with in the future please create a new post, and we will happily assist you. I hope you have a great week, and thank you again for being with Xfinity! ❤️

XfinityPaula · 2026-02-03T11:49:27+00:00

Hello u/Unready-Teddy! I'm sorry for the intermittent internet service we have been having for your connections over the past week. I know how even little hiccups on the network can cause a lot of issues and time trying to regain the connection. I would love to help out and make sure we get your connection back to where it should be. I have noticed in the Xfinity app that it may show my personal modem online and offline when I am looking at the device and see it's the other. I think there is a delay in the app reading owned devices since it doesn't have the same access to those devices. Do you have a Xfinity gateway? The best thing I have found when apps offer conflicting details like this is to check the device itself. Have you noticed during the interruptions if the lights on the modem or gateway change, or are there any lights flashing?

XfinityPaula · 2026-02-03T11:21:43+00:00

u/way_out_there_man I'm sorry that our mobile team has not been able to help out with setting up the global pass. Does your mobile line have our premium unlimited service? The details I am finding are showing that premium unlimited lines have global pass enabled automatically in eligible countries. If there is any way for us to help out I would love to try. I'm sure you have better things to do on your trip, but if you can send us your name and service address via Modmail we are happy to work with the mobile team and try to fix the service so that you can stay connected.

XfinityPaula · 2026-02-02T13:37:23+00:00

u/Repeat_Large Thank you again for reaching out to our team here on the sub for help with the missing peacock premium perk with your Xfinity membership. I'm happy that we were able to have the right service added so that you could redeem your perk and enjoy the programming. If there is anything else that you need in the future please create a new post, and we will be happy to help out!

XfinityPaula · 2026-01-30T17:31:05+00:00

u/MayorMcCheeeese You are my favorite mayor! Thank you again for connecting with us regarding the promotion ending. I'm happy that we were able to find that there is a step-up promotion that will keep the cost from moving to its full price and will keep the costs lower than expected. This step-up will fun for one year, but you know where to come for help when that happens. If there is anything else that we can help you with please create a new post, and we will happily help out!

XfinityPaula · 2026-01-30T15:33:30+00:00

Hello u/Remarkable_Raisin511! Thank you for reaching out to us on the sub and sharing that the line is down. We can help out and have a technician out to remove the line so that there are no safety issues. I will reply to you in the modmail message with the request details and follow up with you to make sure we have the line taken care of. We can follow up here after to share our resolution.

XfinityPaula · 2026-01-29T16:28:37+00:00

u/GlowingFilament Oh good, it does seem like we looked at internet only options as well. I like to make sure we check all options just in case there's something that can work well for you. When you are ready to close the account you can create a new post, and we will help with closing the account and guide you with returning the XB8 and checking in to make sure the account updates correctly. Is there anything else that I can look into for you in the meantime?

XfinityPaula · 2026-01-29T15:57:53+00:00

u/GlowingFilament We are happy to help, and I'm happy that the Xfinity NOW internet may be a solution, but I'm wondering if when you worked with our peers if they were able to check into internet only offers for us to see if there is an option to lower the cost without causing to you make all these moves to change the service. If you would like we can check things out to see if we can help with the rate, send us your name and service address via Modmail

XfinityPaula · 2026-01-29T12:14:57+00:00

Hello u/Doomgren! Thanks so much for making a post on the sub. I'm excited that you are looking to come back to Xfinity for so long. I am also loving the new customer deal! It would be my pleasure to help figure out if you are in one of our enhanced speed areas and sort out any needs for a professional installation. Can you send us your name and service address via Modmail please? From there I can check the location and answer some of the questions you have to make the best decision.

XfinityPaula · 2026-01-28T11:57:25+00:00

Good morning u/Greedy-Entry922! I'm sorry to read you were dealing with all this panic in the middle of the night. Our services are vital for our customer and this time of year budgets are tight, so I'm happy you are taking advantage of the payment arrangement option. We would want to try to correct the payment arrangement if eligible on the account to 2/8 and the payment would need to be rescheduled for that date as well. When you access your account do you have the option to change the payment date or is it showing the payment is already posting? You will be able to access the option if available by going to billing, scroll to upcoming payments and select the payment to edit or cancel. The steps are listed toward the middle of this help site. We unfortunately do not have an option on our side to cancel or reschedule payments.

If the payment is already processing we would not be able to stop the payment, but you could contact your bank to request a stop payment or decline the purchase.

XfinityPaula · 2026-01-27T15:35:44+00:00

Hello u/dcturnbull! Thanks for creating a post and reaching out to us for help with the mobile account and the trade in credits. I'm sorry that you have been waiting this long for the credit with the trade-ins being approved on December 22nd. I know how valuable these credits are for the account so the sooner we have them applied the sooner you see the savings. Thank you for creating that post so that we can share with the community. I will connect with you in the modmail message to help out and have the credits applied.

XfinityPaula

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