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User97
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3 Messages

09/23/2026 1:47 PM

Cancelation 3 times still not cancelled

I have called 3 times and sat on the phone with the agent for over 30 minutes cancelling my internet services. Each time they tell me it is cancelled yet I still have not received an email indicating this and my account still shows active. This is INSANE! How can I email someone about this cancellation and get actually proof that is cancelled. 

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2 hours ago

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User97

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3 Messages

2 hours ago

Also I am unable to direct message in this support site. 

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XfinityJorge

Official Employee

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3.3K Messages

2 hours ago

 

User97 Hi there! Thanks for using our Forums and we are sorry to hear about the trouble you are having closing the account. Please send us a DM with your name and address so we can help.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

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

 

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User97

Visitor

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3 Messages

i have done this. awaiting a response 

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2 hours ago

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XfinityJorge

Official Employee

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3.3K Messages

Make sure your initial direct message includes your name and the address we are working with. Also, please make sure that you are not sending our team unsolicited DM's that is against our Forums Guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but I look forward to further assisting you.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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