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cgolightly
1st Topic
1st Reply

Visitor

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2 Messages

Saturday, February 24th, 2024 4:03 PM

Closed

Cancellation is IMPOSSIBLE

I am trying to hard to cancel my service once my contract is up on 03/24/2024 but it is IMPOSSIBLE without spending time on the phone. I have tried via chat and they keep telling me the only way is to talk to someone on the phone. I keep trying to tell them that this is insane that I cannot cancel online like I can with ANY other online service in the world. This is literally part of why I am leaving. It's so ridiculous that I have to wait for someone in retention to call me and try to [Edited: Language] me into staying. See my chat below. Look at how many times they completely ignore me. Does ANYONE have a way to cancel my service without speaking to someone on the phone?

How can I help you with your Internet service?

Troubleshoot my connection
Manage my WiFi network
Learn about Xfinity xFi
Check my Internet speed
Chat with an agent

From You,

Chat with an agent

From Xfinity Assistant,

Got it. I'll put you in touch with a live agent now.

Live agent chat canceled

From Agent,

Hi Clay And Jani, thank you for contacting Xfinity. My name is Saache. How may I help you today?

From You,

Hi! I hope you're doing well. I need make sure to cancel our service when our contract expires. I think it expires on 03/24/24. We got a deal for $24.99 with Frontier so we are going to do that to save some money.

From You,

I can't find anyway to cancel in my account. Can you help?

From Agent,

Be rest assured. You've reached the right person. I'll go ahead and will surely help you with the same.

From Agent,

I'm doing great though. Thank you.

From You,

:D

From You,

Thanks!

From Agent,

You are welcome. :) Please allow me a moment while I review the account.

From You,

Sure :D

From Agent,

Thank you for waiting, Clay.

I'm sorry, but we are unable to disconnect services through chat. You can call 1-800-934-6489 (XFINITY) to connect with an agent who can help.

From You,

I will not have time to make an in person call. Surely there is a way to cancel. That seems like it should be illegal lol. What happens if my contract expires? Will it autorenew? Can I just take my payment off of the account or something?

From Agent,

In this case, You can go ahead and can fill this form - https://www.xfinity.com/support/cancel-service

The dedicated team will contact you and will confirm the cancellation and will also guide you about the billing cycle.

From You,

Thanks. But how can I do this without them calling me? I need to do this via chat or email or online. I cannot stress enough that I am not able to do this over the phone.

From Agent,

You can fill the form out and you'll get the call from the team. Be rest assured. It won't take much of your time. It will be a quick and concise process.

Thank you for choosing Xfinity. Have a great day ahead <3

From You,

That's the problem. I cannot take a call. This is the problem with this company. No one needs to talk to me in person about this. I want to cancel. I am requesting it over chat and I can request it in the form. I do not need someone to call me from retention and try and talk me out of it and take up my time. I want to cancel. That's it. Can you please connect me with someone in management that can do this or give me an email address?

From Agent,

Sure. I've scheduled a call back from my end for the same. The dedicated team will contact you within 150-20 minutes. Thank you for your time and patience.
Live Agent Chat ended

From You,

What?? By PHONE?

Question

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Updated 

6 months ago

 • Edited

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XfinityRoberto

Official Employee

 • 

1.4K Messages

9 months ago

Good morning and welcome to Comcast @cgolightly! Thank you for taking your time in reaching out to us today over our Community Forums page! What an amazing way to communicate now these days! It breaks my heart to hear you are leaving us. As much as I don’t want you to go, I will make sure we get this taken care of promptly.

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 forums page.

Here's 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

 

Let me know if you have any questions.

0

0

shelw

Visitor

 • 

4 Messages

7 months ago

I even called and they would not cancel. Was told someone would call. Nope. I am writing a complaint to the Affordable Connectivity Program.

2

XfinitySheila

Official Employee

 • 

785 Messages

 

shelw I'd love to help. 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

 

- 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

 

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 a reply as the Accepted Answer.tick

7 months ago

0

XfinitySheila

Official Employee

 • 

785 Messages

 

 

 

 


shelw I'd love to help. 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


 


- 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

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 a reply as the Accepted Answer.tick

7 months ago

0

user_raa8m6

3 Messages

6 months ago

Help!  I moved.  I need to cancel my services.

0

0

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