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user_cr1awg
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Thursday, June 18th, 2026 2:39 AM

Cancel Account/Direct message

Supposedly I need to send a direct message to cancel my account however the DM button is nowhere to be seen. All the support documents show a message button next to the top right notification bell but its completely gone for both desktop and mobile.

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9 hours ago

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XfinityAngie

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2.7K Messages

16 hours ago

 

user_cr1awg, Thanks so much for reaching out to Xfinity Support. We would be happy to help. Here are the instructions for sending a DM. Let me know if you are still having trouble with this: 

Please send us a DM with your name and address.

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.

 

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EG

Expert

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118.5K Messages

16 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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EG

Expert

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118.5K Messages

16 hours ago

@user_cr1awg 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


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

 A representative will reply to you here shortly.

 

(edited)

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user_cr1awg

Visitor

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3 Messages

I'm not sure how its a violation when I see dozens of references to doing just that from xfinity reps

Your link is also broken.

I'm going off of this how to guide:

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

My problem seems to have been resolved (for now at least). The message icon is back but I'm still concerned that it just wasn't there yesterday. 

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16 hours ago

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EG

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118.5K Messages

@user_cr1awg​ wrote;

I'm not sure how its a violation when I see dozens of references to doing just that from xfinity reps

Did you miss this part in the link you posted? "To help maintain our forum design, we ask that you never send unsolicited/unwanted direct messages to any employee (even to the Xfinity Support handle) unless specifically asked to do so." 

Your link is also broken.

It works for me.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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10 hours ago

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user_cr1awg

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@EG​ 

It's a silly ask when its necessary to send them a direct message to close an account but it does not say its a "violation" in that guide.  

And I'm glad that old link worked for you, however I can see that you edited your post to remove it and replaced it with the one that I provided. 

Anyways I solved my own problem (closing my xfinity account) but to anyone else viewing this in the future:

1) You need to create an account here on this forum.

2) You can't message the Support Team until after you make a post saying you need to send a message to the support team. (which is beyond ridiculous for something as simple as closing an account)

3) It may not be immediate but once I checked back a few hours later the message button was on the top right.

4) Follow the steps here and this will connect you to an actual xfinity rep that can help with closing an account:

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

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10 hours ago

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EG

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118.5K Messages

9 hours ago

@user_cr1awg wrote;

It's a silly ask when its necessary to send them a direct message to close an account but it does not say its a "violation" in that guide.  

I don't write their articles or make their rules.

And I'm glad that old link worked for you, however I can see that you edited your post to remove it and replaced it with the one that I provided. 

Not so, sorry. That's not what I edited.

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