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Aloha69
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2 Messages

Tuesday, June 30th, 2026 2:38 AM

Disconnect Service

My mother is a customer and had a stroke. She is in a nursing home. I am her POA and have been trying to disconnect her service for weeks. It is impossible to get any help. We are moving her out of her apartment and I am NOT a local to her area. I am considering just mailing her equipment back but am afraid she will continue to be billed. Ridiculous. I have been told that I would be emailed a form twice. No form. 

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EG

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118.8K Messages

8 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityTommy

Official Employee

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2.9K Messages

8 hours ago

Hello Aloha69

 

Very sorry to hear about the situation with your mother. I hope that she recovers soon. Are you set up as an account manager through her online login? If that is set up, this would the best solution to get things closed out. 

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Aloha69

Visitor

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I am, yes. I was able to get that set up, but have no option to cancel without waiting for a call back...in 5 or 6 days. This should not be so hard. If a person has a major life event, they should not have to call and be put through a marketing ploy to disconnect their service. Our family is dealing with enough.

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XfinityMatthew

Official Employee

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1.9K Messages

We certainly don't want to make this more difficult than it needs to be. So long as you are on the account our team can take care of you. Please send us a direct message with your full name, your mother's name and her service address we are working with. 

 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "Start New Conversation" (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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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