Skip to main content
user_wbgb91
1st Topic
1st Like

Visitor

 • 

3 Messages

Wednesday, August 20th, 2025

Cancelling service

Why does Xfinity make it so difficult for you to be able to cancel the service. You have to wait five days for a call back when it’s the middle of the week and you should just be able to press button in the app. I’m glad to be done with this company and I won’t be returning. Calling them in hopes to talk to a live agent is also futile since their automated system is beyond useless with this and many other matters. 

Question

 • 

Updated 

3 days ago

25

1

Oldest First
Selected Oldest First
XfinityPeterH

Official Employee

 • 

2.2K Messages

3 days ago

 

user_wbgb91

I understand your concerns, and I appreciate you sharing your experience. The reason we need to contact you directly, either by phone or through direct message, is to ensure everything is finalized properly. This allows us to:

  • Confirm your billing address for the final statement
  • Review any equipment return details
  • Set clear expectations for how the cancellation will be completed

When you're ready, please send us a direct message with your full name and complete address so we can get started. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

2

0

user_wbgb91

Visitor

 • 

3 Messages

That seems redundant. If I have the app and make payments and am the primary person why can I not just cancel in the app. And why does it take 5 days to schedule a callback for me to get in contact with you guys. It is annoying to have to call to cancel a service but having to wait 5 days for that is ridiculous. 

Like

Reply

3 days ago

0

XfinityQue

Official Employee

 • 

43 Messages

@user_wbgb91 We understand exactly what you're saying and where you are coming from. I just went through instances like that where I wanted to cancel my electricity when I moved and my car insurance because my premium kept increasing because of the "state", but I had to call and verify it was me. After those calls it made so much sense because what if someone stole my phone and made those changes and I had to file an insurance claim for a replacement phone or went into an Xfinity Store to buy another one without knowing that was possible? I realized that it's just a layer of added security for our protection. You are right, it should not take 5 days, and we apologize about that delay. On the bright side, you do have options. 1. That scheduled call. 2. You can visit an Xfinity Store and return your equipment (if applicable) all in one go. 3. We can help you here. You will just have to send us a direct 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

Like

Reply

3 days ago

0

forum icon

New to the Community?

Start Here