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user_d9hnbq
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Wednesday, October 1st, 2025 5:14 PM

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Continuous Outages Since June – Request to Cancel Without Fees

Hello,

I’ve been experiencing non-stop outages since June at my address. Every week (sometimes multiple times per week) I receive the same message from Xfinity Assistant:

“Hi, it’s Xfinity Assistant. We’ve identified a network performance issue in your neighborhood that needs to be repaired right away… you may experience intermittent outages throughout the day… We’ll text you when the issue is resolved. We apologize for the inconvenience.”

These outage texts have been ongoing for months, yet the service has never stabilized. I have not been able to rely on my Xfinity services, despite paying full price.

At this point, I am requesting:

  1. Immediate cancellation of my account.
  2. Waiver of all early termination fees due to lack of reliable service.
  3. Credits/refunds for the months of continuous disruption.
  4. Confirmation on how to return equipment.

My account details can be provided privately if needed by a Comcast representative.

I would like written confirmation that my account is canceled and that no early termination penalties will apply, given the circumstances.

Question

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6 months ago

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XfinitySara

Official Employee

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2.5K Messages

6 months ago

Hello, @user_d9hnbq! Thank you for taking the time to outline your concerns and requests. I am sorry to hear about the ongoing and unresolved service issues you've experienced, and I would love to help however I can! In order for something like that to happen (waived ETF based on service), all possible troubleshooting outlets must be explored first. So, let's see what our team can do to help :) Have you recently reviewed these Connection Troubleshooting Tips just in case there is anything on your end that can be adjusted? Have you reached out previously and/or used the Xfinity Assistant to schedule any Trouble Calls (tech visits)? If so, approximately how many have you had, and when was your last one? I want to start here because we do have an escalation process to follow, and our main goal is to provide you with exceptional service, however possible. Give us a chance to help, and we'll do whatever we can!

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user_d9hnbq

Visitor

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2 Messages

@XfinitySara​ 

Thank you for your response.

At this time, I am not interested in completing further troubleshooting. Since June, I have received repeated outage texts from Xfinity stating there are “network performance issues in my neighborhood.” This confirms the issue is on Xfinity’s end, not mine.

I have been through months of service instability and this has severely impacted my ability to use the services I pay for. I’ve given ample time for these problems to be resolved, but they remain ongoing.

I am therefore requesting:

  1. Immediate cancellation of my service.
  2. Waiver of all early termination fees due to lack of reliable service.
  3. Written confirmation of cancellation and instructions for equipment return.

Please escalate this request to the appropriate department. I do not wish to go through more troubleshooting steps.

6 months ago

0

XfinitySara

Official Employee

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2.5K Messages

Thanks for your reply, @user_d9hnbq. While we cannot promise to waive any remaining Early Termination Fees, our team is always happy to review the account and see what can be done to help make the changes you seek. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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

6 months ago

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