Visitor
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3 Messages
Cancelled account still "pending"
I recently moved to a new house where my husband had set up a new Comcast account, so instead of moving mine, I cancelled it. Cancellation required me to wait 2 days for security reasons (which is strange, but ok).
On Monday an agent called and confirmed when I requested it to be cancelled immediately, because I knew our modem's MAC address would remain active on the old account until it was completely closed.
Last night during my 3 1/2 hour conversation with 10 "dedicated agents" on the outsourced live chat help, I found out that the old account is "pending cancellation" for another 7 days. Which means we can't activate our new Xfinity service we are already paying for, with the modem we already own, until the old account is finally closed.
CC_Armand
Official Employee
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2.4K Messages
4 years ago
Hi there! Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are so happy to hear from you and want to help in any way that we can. No worries! You have reached out to the right team, and we are going to get you squared away. So that we can get started, please feel free to shoot us a private message with your full name and service address of the account we need to have closed. That way we can get that closed out and your new account activated.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (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
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CC_Armand
Official Employee
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2.4K Messages
4 years ago
Thank you so much for taking the time to shoot us a message this morning. Am I speaking with Morgan at this time?
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user_645da7
Visitor
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3 Messages
4 years ago
Yes, this is Morgan.
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CC_Armand
Official Employee
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2.4K Messages
4 years ago
Okay no worries! Sorry this came through as a "comment" will continue in the DM.
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