Can you verify that my service will NOT be disconnected

Hello, I received a service disconnect email this morning that was NOT requested. When I called, I was told that there was a new service request at the same address and that they would need to cancel that in order to continue service with me. I said, YES, please go ahead and cancel the new service and keep my service in place.

The representative told me I'd get an email summarizing within 15 minutes that my service will NOT be disconnected. It's been over 2 hours and no email.

Can you please confirm my service will not disconnect and send me email so I know the system will not terminate my account?

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XfinityAmandaB

Official Employee

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3.4K Messages

4 hours ago

user_zviinu Thank you for stopping in for help with this disconnect request you received. We can definitely check to make sure your account is still in good status. To my knowledge, if we cancel a disconnect request, no confirmation order is sent only sent when one is set up, but that is why we send the notices. Sometimes it can just be someone messing up when they entered their new address, and a fat finger caused the disconnect request. 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. 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. An "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: Direct Message Within The Forum.

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user_zviinu

Can you verify that my service will NOT be disconnected

XfinityAmandaB

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