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user_ttth6f
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1 Message

Monday, January 19th, 2026 3:51 PM

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Direct message access

All the hoops I'm going through just to cancel my service is quite frustrating. I would like to get access to direct messaging so that I don't have to wait for a week to have someone call me to cancel my service. I understand you need to get info, but this is beyond absurd.

I'm in a metropolitan area, we used to have 5 stores within a reasonable distance. Now I have to drive 50 miles round trip to the closest one, which is in the middle of nowhere.

How do I cancel my service quickly and efficiently?

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3 days ago

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XfinityThomasD

Official Employee

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1.8K Messages

4 months ago

 

user_ttth6f Thanks for creating a post. I'm sorry to hear that you've had trouble getting in contact with someone, and our team can assist with the cancellation request. Please send our team a direct message with your full name and address.

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon
  • 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.

 

(edited)

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osanrey

Visitor

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1 Message

3 days ago

Working with Xfinity is very frustrating, unabile to talk someone, Unable to locate direct message on computer screen screen. AT & T is much more helpful.  

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XfinityJanelle

Official Employee

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2.2K Messages

@osanrey Thank you for your comment on the thread. Do you need assistance with your account? We are happy to help you out. Please let us know!

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 days ago

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