I didn’t want to cancel my wifi

Hello, @user_xdk6uq! You did the right thing to reach out when you saw the notification come through that your account would be canceled. When a new account is set up at an address with an existing account that can happen. In most areas we can only have 1 account per address is why that happens. We have a special team that will send notifications and reach out so we can ensure you wanted to close your account before that is done. We are glad to further help and remove that from your account. 

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

Here's 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.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

<Moved post to Customer Service board as it is not Email related.>