Hey there, @user_m5q48v, thanks for reaching out through Xfinity Forums! We definitely do not want to lose you as a customer and I would be happy to help with any of your account concerns. We are a team of live agents here on this platform. How can we help?
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.
krbmw We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. How may we assist you?
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.
I've getting very frustrated. I've been attempting to unsubscribe to Disney+ (I signed up for it using the Flex box from xfinity. When I go through Disney I'm told (every single time) that I need to go through xfinity to cancel the subscription. When I contact xfinity and describe the situation and how all I want is to cancel the subscription, every single agent has told me that I must go to Disney and cancel the plan... which of course doesn't work and it gives me the same message to go to disney and cancel and the reoccurring nightmare repeats in an extremely annoying loop. I've wanted Disney canceled for about three years now....that's three years of charges (only 9.99 a month but that really starts to add up). I spoke with a rep awhile back to get verification that I was being charged for the Disney subscription through xfinity. That was the only question/concern I had. After at least 30 minutes of chatting with < insert fake "american" sounding name> as he kept saying he would be so happy to help and would def be able to answer my question....but never did...he only put me on hold so he could come back and say "I see you're paying for x,y. and z... Then several different ways of phrasing this: "by limiting this, taking this service off, changing this to that bla bla bla... we could get you bill down to $$. Doesn't that sound good? Isn't that great? Are you ready for me to make the changes for you?" Just pitching [Edited: "Language"], mostly reading from a script and adding useless parts of his ownn.. but never EVER answering the Disney question. He did how ever ask if we subscribed to AMC, which I'm not very familiar with, because he saw a reoccuring monthly fee for AMC plus. I told him no and to please take if off. It did eventually come off but I believe we got reimbursed for that months payment of the move network not the months and months we had and had never ordered. I'm guesstimting an amount around $360 , minimum that I should get back for the years we've been charged for Disney when we never wanted it, and haven't used it and have been actively trying to get Disney or Xfinity to do their job job and cancel it only to get the most blatant loop of a run around (and I know I'm not the only one, I saw pages and pages of people stating their frustration and lack of response over the exact same thing. So I guess if I'm suppose to ask a question , it would be "xfinity, when am I ( a loyal customer of over 20 years) going to stop getting charged $10 a month for disney plus, which I never wanted in the fist place, and are you going to make it right by refunding me for the years I was activley attempting to get xfinity to cancel my subscription only to be ignored by xfinity? This has been going on for so very long and I just want it to end. I'm on an extremely low fixed income. I may come off as being very petty for making an issue out of this, but every bit of money is absolutely needed. Xfinty, please cancel this Disney subscription and also the AMC account which has found its way back onto my paid services Neither I or my 12 year old likes those kind of stations and don't watch them so I don't know why it's been added to my account again (I think for $8 or $9 a month and not sure how long. It would be beyond wonderful and extremely kind and considerate to refund as much money from those subscriptions that you possibly could, please remembering that I never ordered or used those subscriptions and I spent much time trying to get the charges stopped and refunded only to be overlooked or pushed aside. Please make this right. I'll be awaiting your message. Thank you, Lee [Edited: "Personal Information"].
@user_nkdbec I’m sorry to hear you're having trouble with canceling your Disney plus subscription. Our team is here to help and we will take a look at that subscription to help! Can you please direct message me your first and last name along with your full service address so that I can assist. Here's the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Direct Message” icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message.
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.
user_aa7090 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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.
Thanks for reaching out to us, we offer many ways to reach a live agent https://www.xfinity.com/support/contact-us through our many social media options, or through our Xfinity app or by calling the 800 number. Since you've reached out to us on our social media public platform can you give us a little more detail on how we can assist you?
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.
I terminated all Xfinity mobile in May 2025 but still getting text messages from Xfinity mobile to update my billing information. No one seems to know how to stop that. The accounts was closed. What's the problem?
Good afternoon @user_siopgl, and thank you for reaching out on our Forums, we appreciate it and hope you are having a wonderful start to your week. I see that you terminated your mobile service back in May but are getting text messages to update your billing information. To confirm, is your device paid off and there was on remaining balance when you cancelled?
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.
I just spent two hours on a live chat with a very helpful agent, name of Pradnya. i was quoted a new plan and when i received a callback another agent said the price per month was incorrect i have the chat printed and was transferred to another agent who has me on hold forever. He just got back to me to say it would be quite a while as he was investigating the information. I never liked or respected any previous dealings with Xfinity and today I thought I was mistaken with my negativity, but apparently, I was right. They are a terrible company to deal with in these matters. This has been hours chat time and now hold time. I knew I needed to print the chat due to past experiences. My inconvenience will go to the local news agency (CBS3, WPVI6, NBC10 (Philadelphia) and to the CEO if this isn't settled. The old saying that the left hand has no idea of what the right hand is doing truly applies to this organization. They are now telling me my bill will be $40 additional then what the original agent, Pradnya, stated. This has just started the ball rolling. I usually always take what is dished to me but this time I'm NOT!
@user_1oqsuh Thanks for meeting us here about your concerns with the billing. We're sorry to hear it wasn't the best experience. We'll gladly take a look into this for you. Please send us a Direct Message with your full name and complete service address.
To start a Direct Message: Click "Sign in" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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.
It is frustrating that so hard to find a live person to chat online!!! I can't even see send direct message option on the xfinity website or this forum website.... very not user friendly at all which make me even want to cancel comcast asap.
Thanks for reaching out to us, we offer many ways to reach a live agent https://www.xfinity.com/support/contact-us through our many social media options, or through our Xfinity app or by calling the 800 number. Since you've reached out to us on our social media public platform can you give us a little more detail on how we can assist you?
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.
Thank you for reaching out @user_m5q48v I am sorry to hear of the issue you are having with reaching out. How may we assist you today?
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.
Hello @user_kf5zyj, thank you for reaching out. We can check the status of your refund. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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.
user_m5q48v
Visitor
•
2 Messages
29 days ago
Same here! As soon as AT&T drops some fiber out here or another solution I'm gone!
3
user_nkdbec
Visitor
•
1 Message
27 days ago
I've getting very frustrated. I've been attempting to unsubscribe to Disney+ (I signed up for it using the Flex box from xfinity. When I go through Disney I'm told (every single time) that I need to go through xfinity to cancel the subscription. When I contact xfinity and describe the situation and how all I want is to cancel the subscription, every single agent has told me that I must go to Disney and cancel the plan... which of course doesn't work and it gives me the same message to go to disney and cancel and the reoccurring nightmare repeats in an extremely annoying loop. I've wanted Disney canceled for about three years now....that's three years of charges (only 9.99 a month but that really starts to add up). I spoke with a rep awhile back to get verification that I was being charged for the Disney subscription through xfinity. That was the only question/concern I had. After at least 30 minutes of chatting with < insert fake "american" sounding name> as he kept saying he would be so happy to help and would def be able to answer my question....but never did...he only put me on hold so he could come back and say "I see you're paying for x,y. and z... Then several different ways of phrasing this: "by limiting this, taking this service off, changing this to that bla bla bla... we could get you bill down to $$. Doesn't that sound good? Isn't that great? Are you ready for me to make the changes for you?" Just pitching [Edited: "Language"], mostly reading from a script and adding useless parts of his ownn.. but never EVER answering the Disney question. He did how ever ask if we subscribed to AMC, which I'm not very familiar with, because he saw a reoccuring monthly fee for AMC plus. I told him no and to please take if off. It did eventually come off but I believe we got reimbursed for that months payment of the move network not the months and months we had and had never ordered. I'm guesstimting an amount around $360 , minimum that I should get back for the years we've been charged for Disney when we never wanted it, and haven't used it and have been actively trying to get Disney or Xfinity to do their job job and cancel it only to get the most blatant loop of a run around (and I know I'm not the only one, I saw pages and pages of people stating their frustration and lack of response over the exact same thing. So I guess if I'm suppose to ask a question , it would be "xfinity, when am I ( a loyal customer of over 20 years) going to stop getting charged $10 a month for disney plus, which I never wanted in the fist place, and are you going to make it right by refunding me for the years I was activley attempting to get xfinity to cancel my subscription only to be ignored by xfinity? This has been going on for so very long and I just want it to end. I'm on an extremely low fixed income. I may come off as being very petty for making an issue out of this, but every bit of money is absolutely needed. Xfinty, please cancel this Disney subscription and also the AMC account which has found its way back onto my paid services Neither I or my 12 year old likes those kind of stations and don't watch them so I don't know why it's been added to my account again (I think for $8 or $9 a month and not sure how long. It would be beyond wonderful and extremely kind and considerate to refund as much money from those subscriptions that you possibly could, please remembering that I never ordered or used those subscriptions and I spent much time trying to get the charges stopped and refunded only to be overlooked or pushed aside. Please make this right. I'll be awaiting your message. Thank you, Lee [Edited: "Personal Information"].
(edited)
1
0
user_aa7090
Visitor
•
1 Message
26 days ago
How do I talk with a live agent?
3
0
user_siopgl
Visitor
•
1 Message
23 days ago
I terminated all Xfinity mobile in May 2025 but still getting text messages from Xfinity mobile to update my billing information. No one seems to know how to stop that. The accounts was closed. What's the problem?
1
0
user_1oqsuh
Visitor
•
1 Message
16 days ago
I just spent two hours on a live chat with a very helpful agent, name of Pradnya. i was quoted a new plan and when i received a callback another agent said the price per month was incorrect i have the chat printed and was transferred to another agent who has me on hold forever. He just got back to me to say it would be quite a while as he was investigating the information. I never liked or respected any previous dealings with Xfinity and today I thought I was mistaken with my negativity, but apparently, I was right. They are a terrible company to deal with in these matters. This has been hours chat time and now hold time. I knew I needed to print the chat due to past experiences. My inconvenience will go to the local news agency (CBS3, WPVI6, NBC10 (Philadelphia) and to the CEO if this isn't settled. The old saying that the left hand has no idea of what the right hand is doing truly applies to this organization. They are now telling me my bill will be $40 additional then what the original agent, Pradnya, stated. This has just started the ball rolling. I usually always take what is dished to me but this time I'm NOT!
1
0
user_8a2pof
Visitor
•
2 Messages
15 days ago
It is frustrating that so hard to find a live person to chat online!!! I can't even see send direct message option on the xfinity website or this forum website.... very not user friendly at all which make me even want to cancel comcast asap.
1
0
user_73kmt8
Visitor
•
1 Message
15 days ago
Unable to talk to live agent
3
0
user_kf5zyj
Visitor
•
1 Message
2 days ago
I had a credit of $9.95 on my final bill but have not received a check yet.
[Edited: "Personal Information"]
[Edited: "Personal Information"]
[Edited: "Personal Information"]
[Edited: "Personal Information"]
[Edited: "Personal Information"]
(edited)
1
0