Can someone please help me cancel my service?

I have been trying for over a week now to terminate my residential internet service. I have been on several chats with support assistants on multiple days, each time being assured that my connection has in fact been terminated. When I point out it is not, and provide proof such as my IP address, and traceroutes showing my requests going through Comcast's systems, either I just get abandoned in the chat, or they get snarky, sometimes even saying that if I don't unplug the coax cable from the wall, I will continue to accrue charges. Obviously this isn't a solution since my new connection will need to come out of that same wall.

Seeing posts like https://forums.xfinity.com/conversations/billing/impossible-to-cancel-my-services/64c9ef08be184078448a6b98

worries me since I don't seem to be having a unique experience.

I can not move to my new ISP until Comcast fully terminates the connection with my modem.

Can someone please help me get this accomplished. Its been 10 days, and at this point I am hoping they will eventually kill the connection because I haven't paid my bill.

Thank you

Responses

XfinityJosephA

Official Employee

•

1.4K Messages

3 months ago

Hello, @user_vj1302 how are you today? It’s never easy to close a valued customer’s account, but our team can help with that. We just need a direct message to assist you further. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page.

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user_gobjba

1 Message

I'm having the same issue and have seen A TON of replies from Xfinity saying to use the "Direct Messaging" icon. Where is it? I do not see one at the top of the page. The chatbot is worthless and I cannot speak on the phone which is the ONLY way to cancel my service right now. Can you post a screenshot of where this "Direct messaging icon" is? This is ridiculous.

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3 months ago

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XfinityAngie

Official Employee

•

1.4K Messages

user_gobjba, Thank you for reaching out to Xfinity Support.

Since I will need to gather some information that we don't want in our public conversation, to get the request sent off. When you have time, please send a direct message:

To send a direct message:

- Click "Sign In" if necessary
- Click the "Direct Message" icon in the upper right - it looks like a chat bubble
- Click the "New message" (pencil and paper) icon just to the right of Conversations
- Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
- Type your message in the text area near the bottom of the window
- Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder's name (if different), and the service address.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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3 months ago

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Billing

user_vj1302

Can someone please help me cancel my service?

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