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user_718a7z
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11/03/2026 5:33 PM

Formal Cancellation Request – Unable to Cancel Services

Subject: Formal Cancellation Request – Unable to Reach Xfinity Support

I am requesting immediate cancellation of all our Xfinity services: television, internet, and landline.

Our landline number was transferred to Hotwire on October 27, 2026. Xfinity continues to claim the transfer is "in progress" and will not process our cancellation.

After a lengthy and frustrating phone call, an Xfinity representative transferred me to a supervisor, but the call went unanswered and eventually disconnected. Your online chat repeatedly directs me to schedule a callback, with no way to complete the cancellation.

I am formally requesting cancellation effective November 3, 2026, with the landline disconnected only after the number transfer is confirmed complete.

Please have an Xfinity representative contact me through private messaging to finalize this request and provide written confirmation of the cancellation date and final billing.

I do not wish to schedule another callback. I simply want our services cancelled.

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4 hours ago

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XfinityAdrienne

Official Employee

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2.5K Messages

6 hours ago

Good Morning, @user_718a7z! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I do apologize for the experience with attempting to close your account, it certainly is not what we want for our customers. I would be more than happy to look into the account further, and ensure everything is closed. Can you please send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (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.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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