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user_30c59e
1st Topic

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1 Message

Tuesday, November 30th, 2021 2:43 AM

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Can’t cancel Hulu

I signed up for Hulu through my xfinity box. Subsequently we cancelled TV service and turned the box in but retained xfinity internet. I now want to cancel Hulu. Hulu says Comcast has to cancel it; Comcast says Hulu has to cancel it. I’ve spent hours on the phone with representatives from both companies who are pointing the finger at each other, and I’m stuck paying for a service I don’t use. Please help.

Question

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Updated 

3 years ago

1.8K

8

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CCBiancaB

Problem Solver

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574 Messages

3 years ago

Hi, @user_30c59e! I understand your frustration. I wouldn't want to pay for a service I'm not using. Can you please click the Direct Messaging icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name so we may further assist you.

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user_c6a967

Visitor

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1 Message

3 years ago

I'm having the exact same problem. How did you find a resolution? 

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XfinityJosephA

Official Employee

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1.7K Messages

@user_c6a967, I apologize you're having the same issue. Are you able to let me know if you still have Xfinity cable or did you cancel it? 

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

3 years ago

0

user_336d13

Visitor

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2 Messages

3 years ago

I am having the exact same problem. I returned the cable boxes as we have a smart tv and use xfinity stream for tv. I have spent hours on the phone with comcast, hulu and I also spent more than an hour at my local xfinity store. No one can figure out how to cancel hulu billed through xfinity without a cable box. This sucks! 

3

user_f9e088

Visitor

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1 Message

3 years ago

I am having a similar problem. Signed up to try Hulu for 1 month free. Now I want to cancel it. Hulu said Comcast had to do it but tried to get into my Comcast account anyway. They could not do it. We have been trying to cancel through Comcast but cannot get any help--human or on their website.

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XfinityAlfonso

Official Employee

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1.6K Messages

Thank you @user_f9e088 for reaching out via our Residential Forums bringing this issue to our attention. We would love to assist in any way we can so that the Hulu subscription can be stopped permanently. Please follow the instructions below to send au a Private Message, and we look forward to assisting you further. 

 

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

3 years ago

0

garagon127

Visitor

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4 Messages

Where is the peer to peer icon located?

3 years ago

0

CCBrandon1

Problem Solver

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770 Messages

Hey there! It is the Chat icon, to the left of the Alert icon. 

I no longer work for Comcast.

3 years ago

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garagon127

Visitor

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4 Messages

Oh boy.  I can't find it.  The only thing I found says "Ask xfinity" and it keeps looping around.  I think because I have two accounts linked to my sign in.  I am signed in at customer.xfinity.com and do not see a chat button or even an alert one.

3 years ago

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CCBrandon1

Problem Solver

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770 Messages

Are you able to log out, clear the settings, then log back in, and see if you have the Icon? Maybe try a different browser.

I no longer work for Comcast.

3 years ago

0

user_734a20

Visitor

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2 Messages

3 years ago

This is freaking hilarious. I have to cancel Hulu through Xfinity when I no longer have xfinity. This is madness. I feel like Comcast is holding me hostage. 

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user_a34ddd

Visitor

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2 Messages

3 years ago

We canceled cable in December with Xfinity but we're still getting the Hulu bill from Xfinity. Xfinity says Hulu has to cancel it and Hulu says Xfinity has to cancel it. So now we talked to someone from the local Xfinity store. He told us that we will have to set up an Xfinity Flex box on one of our TVs and unsubscribe from Hulu while signed into Xfinity through the Flex box. And then you return the Flex box when that's done.

This is exhausting. I don't want to get a Flex box and mess up my Roku settings now just to do this. Once this is canceled, I'm never getting Hulu again. We didn't have this problem canceling Netflix and HBO, which were also billed through Xfinity, after we canceled cable. In fact we re-subscribed to them but just pay them directly. 

The best advice I can give to people is do not sign up for third party apps through Xfinity in the first place! You will never be let out of the loop, even if you can't watch the app anymore while you keep paying for it!

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XfinityDena

Official Employee

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3.2K Messages

Thank you for reaching out! I am sorry you are having a difficult time canceling your subscription to Hulu. Just so you are aware you can still have the subscription without a cable box by using a phone or tablet/computer to stream. If you have the Xfinity Flex box you can follow the prompts on the link: https://comca.st/35DnNRR to cancel the subscription. Xfinity customers with a Hulu subscription billed by Xfinity and who no longer have access to an X1 TV Box or Xfinity Flex streaming TV Box can cancel their Hulu subscription billed by Xfinity by contacting us.

 

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

3 years ago

0

user_a34ddd

Visitor

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2 Messages

@user_a34ddd​ Everyone, there is hope! We went into the Xfinity store tonight to get a Flex box as we thought that was our only option to cancel Hulu. Guess what? A longtime employee was there and he said, "Oh, sorry, the other people you talked to were new. I can cancel it for you since you signed up for Hulu through Xfinity. They didn't realize they have the ability to do it the system." And boom -- it's off our account and we have a receipt showing it was taken off. We wanted to buy him a drink!

Problem solved! So, if Xfinity was or is your cable provider and you signed up for Hulu through them but no one will help you cancel, 1) go to your nearest Xfinity store AND 2) find the employee who has been there the longest. Don't try to solve this problem by calling or chatting with customer service. You need to talk to someone in person.

3 years ago

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user_31f2c9

Visitor

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1 Message

3 years ago

How do we get to Peer to Peer chat? I am having this same problem.  thank you 

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XfinityBillie

Official Employee

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3.3K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! We can definitely help you with your concern. The Peer to Peer chat icon is in the upper right hand corner of your screen and looks like a message icon. 

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

3 years ago

0

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