Visitor
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3 Messages
How to reverse unauthorized cancellation of my service
Recently received a confirmation of cancellation email for my internet service that I did not request. I can see a banner/note in my account page there is a pending order and it says option to change is limited.
I am trying to cancel this unauthorized cancellation request through Xfinity Assistant but it does not show any applicable options when going through the available options and it never provides a live agent option.
Posting here for first time to open up the direct messaging option to try. Please let me know if there is a better way to rectify this issue.
XfinityBillie
Official Employee
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3.4K Messages
23 days ago
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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
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user_px5ibu
Visitor
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3 Messages
22 days ago
What should I do as this has just happened to my dad. Since he is an elderly who doesn't speak English, there is no way he would have initiated the cancelation. He is panicking now, and I'm trying to assist him sideway.
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XfinityRaf
Official Employee
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1K Messages
22 days ago
Hi there @user_px5ibu. I wanted to circle back here to confirm that we were able to cancel the disconnect order, and that your account is good to go. If you need anything else, please submit a new post, and we'll be there to assist.
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