2 Messages
Cancelled service via call but my Xfinity online account now has message I am getting new service
Cancelled service via the retention dept via phone call, received confirmation code after declining several offers, because we are moving. The call was respectful and both parties were crystal clear the service was to be cancelled that day.
Our xfinity site after login indicates the cancel process did not work and I am getting new service, with the message: "We’re getting your order ready — simple and seamless WiFi is coming soon'.
Upon searching for when that exact message drops into the account portal, it appears to always mean an order for new service was made. We are moving and need to have certainty our service is cancelled, and that the confirmation number we received to cancel is valid. We own our modem, so the process should have had no issue.
thanks
XfinityAldrik
Official Employee
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2.4K Messages
18 hours ago
Thank you for reaching out to us @user_uvcw80! I know “new service coming soon” is the last message I would want to see while in the middle of moving, especially after you already canceled and received a confirmation code. Could you please send our team a direct message with your full name and full address? Our team can definitely make sure there are no pending orders for services under your name at your address and make sure the services are cancelled. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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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XfinityOrlandoM
Official Employee
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2.9K Messages
2 hours ago
@user_uvcw80
Thanks for reaching out to us, we do apologize for any inconvenience.
I'm glad we got your concerns resolved on your disconnection and set all the proper expectations.
Feel free to reach out to us anytime and thank you for being the best part of Xfinity
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