Impossible to cancel my service without a phone.

I currently moved overseas. I do not have a phone, and I've been trying to cancel my service for hours. Xfinity makes it impossible to cancel my account. It's very frustrating that Xfinity is exploiting people when they move and are unable to talk on the phone.

This seems like it's a lot harder than it should be. It's 2026. You should have a modern website with a button that makes it easy for people to cancel their service, especially those with disabilities that can't talk on the phone. This is very exploitative.

I just want to be able to cancel my service without using a phone or visiting an Xfinity store, since both are impossible in my position.

The reason why everyone hates Xfinity and will be switching to Starlink is that Xfinity tries to hold you hostage and tries to make everything as hard as possible. When all we want is good, reliable service, easy to upgrade, easy to cancel, and kind of freedom of movement between providers.

Responses

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user_psxd43

Visitor

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8 Messages

10 hours ago

I went through the forms. This is crazy how many people have posted this same exact problem. I'm posting this on Twitter. This is incredible. People need to go to the Xfinity forums more.

XfinityPaula

Official Employee

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2.3K Messages

6 hours ago

user_psxd43 Hello! Thank you for sharing the trouble you are having with closing the account here on our Xfinity Forums. I'm sorry that is has been so difficult.

I'm sure you have enough happening with your move, so I want to help make this as easy as possible. Please forgive me for not fully understanding the need for a phone to cancel the account. Has the issue been that we need to verify the account and only have the option to send a verification code?

If receiving a code is not possible by text, we could also send the code by email, however you will have to set up an email address on the account that's verified.

user_psxd43

Visitor

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8 Messages

You mean you don't understand the problem????? It's your system. Every time I try to cancel my subscription, I need to call this number. I don't want to call this number. I want to click one button that says "Cancel my subscription" like every other service on the planet.

All I want to do is cancel my subscription without having to dial your stupid 1-800 number. I am not able to dial the number at this time, nor do I want to.

Just want an easy way to cancel my subscription Just want an easy way to cancel my subscription. please cancel my subscription. please cancel my subscription.

4 hours ago

user_psxd43

Visitor

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8 Messages

Also, your forums have the same exact problem like a hundred times. Please fix it. If you just go to most recent forums, there's like ten other people [Edited: "Inappropriate Language"] about this.

(edited)

4 hours ago

user_psxd43

Visitor

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8 Messages

Cancel my subscription. All I want to do is cancel my subscription.

4 hours ago

XfinityPaula

Official Employee

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2.3K Messages

user_psxd43 Thank you for your clarification, and please forgive my misunderstanding. I thought that the issue was with verifying the account before an agent was able to complete the disconnection. I'm sorry to add to your frusturation.

My team would be happy to help out and close out the account for you.

It's one of the best benefits of our Xfinity Forums, you are able to work with an official employee, and we are able to assist with almost every account and service.

Can you please send us a direct message with your name and the service address? From there we will verify the account and submit the order to cancel the service.

Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

[Edited to hyperlink the How to Direct Message article]

(edited)

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4 hours ago

user_psxd43

Visitor

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8 Messages

Literally talking to an Xfinity employee right now... YOU.

Sending YOU the message right now. Cancel my subscription.

Why don't you just have a button on your website that says "Cancel my subscription"?

4 hours ago

user_psxd43

Visitor

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8 Messages

4 hours ago

Your site doesn't have any direct messaging. I searched for direct messaging, and it does not come up in the search. Where is the button for direct messaging? Your information, your directions, are very vague. Where is the button for direct messaging? Your information, your directions, are very vague. Show me the exact place to hit direct messaging.

where?

user_psxd43

Visitor

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8 Messages

3 hours ago

Why don't you just add a button that says "Cancel my subscription"?

XfinityPaula

Official Employee

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2.3K Messages

3 hours ago

user_psxd43 Thank you again for your patience and for reaching out to my awesome team here on our Xfinity Forums for help with closing the account. I'm sorry that you had trouble previously with contacting someone, but please know my team is here to help out. So if there's anything that you need in the future please feel free to reach out.

Good luck in your new home, I hope you have a fantastic week!

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user_psxd43

Impossible to cancel my service without a phone.

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XfinityPaula

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XfinityPaula

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