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user_szhk3l
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Thursday, February 6th, 2025 5:45 PM

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I recieved a Cancellation request recieved notification when I never submitted a request to cancel my service.

I recieved an email saying that xfinity received my cancellation request for my account/address but I never submitted one in the first place and do not wish to cancel my service how do I assure my service is not halted?

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10 months ago

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XfinityKassie

Official Employee

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2.2K Messages

10 months ago

 

user_szhk3l Good afternoon! I can see how that would be a concern to receive; especially if you didn't request it. We want to ensure your account and services are secured. Our Xfinity Forums Team is here to help you get everything squared away today. By chance will you be moving soon, or could someone be moving in, in the near future? Sometimes this happens if another customer is trying to set up services. 

 

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user_szhk3l

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Hello, We are not planning on moving from our current location for at least another 5 months so there should be no reason for anyone to be attempting to set up services at our location.

10 months ago

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XfinityThomasD

Official Employee

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1.6K Messages

It can happen on rare occasions if another customer mistypes the address for installation. We can look further into it for you. 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 or https://forums.xfinity.com/direct-messaging
  • 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.
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10 months ago

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EG

Expert

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114.9K Messages

10 months ago

Concern moved here to the Customer Service help section.

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