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Sunday, December 3rd, 2023 4:04 PM

Need to cancel my service but stuck in a endless loop.

I need to cancel my service plan. Your service in my area has degraded severely over the past year to the point that I can no longer use it the way I need to. Basically my DL speed dropped down to below 30mbps with constant service micro drop outs. You have already sent service techs to the area multiple times to work on mine and other peoples lines. Nothing was fixed. I have already swapped to a Verizon 5G Home plan now, so I am not willing to look back at this point, and just need my Xfinity service canceled. I tried chatting with a live agent, but none ever appear and I tried to schedule a return call multiple times, but your system errors out and says it cant do it at this time. I own my own modems. I do not need to return any equipment. I just need this service plan to be canceled. Why do you make this so difficult to do? Do I need to file a complaint with my states attorney general to get it done or something?

Official Employee

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934 Messages

3 months ago

@user_fg565c Thank you for reaching out via our Xfinity Forums. I am sorry you are stuck in a look on the website and that you are looking to close your account. We don't want to see you go, but would be happy to review your account and see how we can help. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

Official Employee

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934 Messages

3 months ago

Thank you for sending me a direct message. In order for me to pull up your account. My I please have your full name and address? 

5 Messages

@XfinityChristy​ I sent everything you need and got a replay I would have a confirmation code sent. But no one sent a code. Still waiting...

5 Messages

3 months ago

I checked this evening, but we never received a confirmation email that the service has been canceled.

5 Messages

2 months ago

I received a bill for service for the entire month of December. It took me days to cancel this Xfinity service, but it was canceled on Dec. 3rd. I was not using it at all during December. I was using Verizon 5G home for my internet. I should not have any bill for December service. Does Xfinity = infinite billing and you being expected to pay for something even when canceled?

Official Employee

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916 Messages

@user_fg565c We can continue in your Direct Message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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