jplowman2's profile

Visitor

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1 Message

Tue, Jun 1, 2021 7:40 PM

Service still shows as active after canceling and equipment returned.

Hi there,

I returned my TV and Internet equipment at an Xfinity Store on 5/27/2021 and canceled my services, but still see both as active when I go into my account.  How do I confirm that service has been cancelled and when should I expect to receive my final bill?.

Thanks!

Jason

Responses

Accepted Solution

Official Employee

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316 Messages

2 m ago

Hello, @jplowman2! Thank you for reaching out to us today over our Community Forums. We are sad to hear you have canceled your services, however we can understand your concerns about services still being active. Often times when we create disconnection orders, the end billing date will match the requested date, and the effective date can be a few days out. Billing will always update to the requested end date of services. 

 

We can take a look, and make sure the disconnection order is in place for you. Please send us a direct message with your name, and service address. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle, and signed into your Xfinity account.

 

Thank you!

Again

Expert

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26K Messages

2 m ago

@jplowman2 

Please note that if you were in a contract and canceled before the contract expired you may have to pay early termination fees.

If you are under a contract and you need to cancel service, you may be subject to an early termination fee (ETF).
 
  •    If you move to a Comcast serviceable area, and transfer service, you are not charged.
  •    If you move to a Comcast serviceable area, and do not sign up for service, then the ETF would apply.
  •    If you move to a non-Comcast serviceable area, then the ETF does apply.
  •    If it is an active duty military deployment, then the ETF will be waived when you send documentation.
  •    If the account holder is deceased, the ETF will be waived upon receiving a death certificate or obituary.
  •    If you downgrade service, then the ETF will not apply.
  •    If you have a Double/Triple Play and remove all but one service, then the ETF will not apply.
  •    If you cancel all services while under contract then the ETF will apply.
 

Official Employee

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224 Messages

2 m ago

I want to thank you again for giving us a chance to clear things up. I'm glad we were able to confirm your request and provide some peace of mind. Please reach out if you have any questions or concerns down the road. We are always happy to help. 

Visitor

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1 Message

2 m ago

I have the same problem   I have been calling for two months now....I upgraded the boxes per the suggestion of the service person.  Now I have returned the boxes per UPS and they are still charging me for them....I have talked to numerous phone employees and have been assured this was taken care of....but still on my bill...What a scam!!!!

Official Employee

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245 Messages

Good morning @user_cf08eb and thank you for reaching out to our Digital Care Team on our forums with your billing concerns. We'd be happy to review your account and get the returned equipment removed. We can also review the account to see what applicable credits may apply for any extra charges incurred. I apologize for the frustrating experience but rest assured our team will do everything we can to make this right.

 

To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

Visitor

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3 Messages

I am a senior citizen who has had Xfinity for years. I do not need all of this. and. it is too $.

We bought our. own modern, took all of the equipment to the store in Albuquerque. Also turned off the phone service. AGREED TO KEEP THE INTERNET FOR $55.00 A MONTH.I cannot k eep. up with all  of this. Also wanted to get rid of this xfinity because customer service is so bad. Chats never work for me. This =is taking all of my mind and. I s stressful as there is not solution at this time. [Edit: Personal Information]

(edited)

Visitor

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3 Messages

oops, am I supposed to reply to myself?

Official Employee

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56 Messages

Hello, user_8280fe. Our team can help. To get started, please create your own public post without your account information. Please provide as many details about your experience as possible. Doing so will auto-open a ticket in our system, and we can assist you in the order your request is received. 

Visitor

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3 Messages

where do I check to find a record of returned equipment on 6-27-2021?

Barbara

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