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dwubs
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Visitor

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2 Messages

09/16/2026 5:30 PM

Unable to cancel Xfinity Mobile Service

The online chat is broken and just gives me: "Unable to start a live chat session. Please try again later." and asks me if I want to schedule a callback. I say yes... and it goes into an infinite loop... I have tried different browsers, desktop and phone, with the same result. It's just broken.

I call the phone number to cancel my phone service. I want to cancel the line not transfer it. The AI agent on there also goes into an infinite loop whenever I try to get to an agent. Eventually it just hangs up on me. It's extremely slow and frustrating. I weep for all of the actual humans working there that have to deal with the fallout of this abysmal level of engineering.

Please, how can I cancel this line? I want to keep my internet service but get rid of my mobile line.

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1 hour ago

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XfinityJoe

Official Employee

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1.5K Messages

2 hours ago

 Thanks for reaching out and for taking the time to reach out. @dwubs We'd love to help, but Xfinity Mobile line disconnections can't be processed through this forum.

For assistance, please contact our Xfinity Mobile team by phone or text at 888-936-4968.

You can also chat with them at: xfinity.com/xfinityassistant/?channel=xMobile

They'll be happy to help get this taken care of for you

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dwubs

Visitor

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2 Messages

Unfortunately both of these options are what I’ve tried and described in the message above. The chat is broken and errors anytime I try to get an agent. When I call the xfinity number the AI agent loops over and over again, refusing to give me an agent. Is there a number that will give me an agent without the screwed up AI?

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1 hour ago

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XfinityAdrienne

Official Employee

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2.3K Messages

Thank you so much for sharing those details with us, @dwubs! I would be more than happy to dive into the account and open a ticket for our Xfinity Mobile team to reach out to you directly. Can you please send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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