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user_iixy1u
1st Topic

Visitor

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3 Messages

Tuesday, June 16th, 2026 1:48 AM

Cancel TV

I'm now 2 hours in to attempting to cancel only the TV portion of my package. I tried to "manage my plan" through the app and website but that page doesn't load. I cleared the apps cache and even turned off my phone's Wi-Fi but that page won't load. So I used the chat feature. The first rep tried getting me to sign up for other offers after I told him my bill went up $54 and I didn't y use the cable. Then our chat got disconnected. So I started a new chat. That rep tried to increase my Internet and cancel my TV. When I told him to leave my Internet the same just cancel the TV he scheduled me a call back for tomorrow. PLEASE for the love of God just cancel the TV portion of my package. If I have to go into a store just to remove cable I'm going to find another provider for Internet and Mobile. This is beyond frustrating!

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4 hours ago

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XfinityCarolyn

Official Employee

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256 Messages

5 days ago

@user_iixy1u  Thanks for reaching out to us about cancelling your TV service. Sorry to see you go, but I would be more than happy to assist you today. To assist further, I need to verify and access your account. 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:
 
• Click "Sign In" if necessary
• Click the "Direct Message” 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




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user_iixy1u

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3 Messages

I had to go into an Xfinity store in order to cancel the TV service. The call back the representative promised me for the follow day didn't happen until 3 days later and by then I had already taken care of it. Which also means your response to this post was faster than utilizing the Xfinity chat feature which only promises a call back. 

I was also double charged due a glitch while trying to make a payment through the Xfinity app. I called, received no help, requested to speak to someone else, was denied a transfer and told to dispute the additional charge with my bank. 

Brian Roberts and Michael Cavanagh I pray you focus more on taking care of your employees, because right now they do not have what they need to take care of the customers and your business will suffer for it. 

- a platinum member

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