Visitor

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2 Messages

Tuesday, July 22nd, 2025

It's impossible to cancel services -- I'm moving and Xfinity doesn't service new area

Hello, I'm sure everyone has heard this a million times now due to Xfinity's reputation.

I moved recently to an area that Xfinity does not service and have been trying to cancel services at my old address. Of course, they make it impossible. If I click the "move address" options on their website and since they don't service my new address the page intentionally breaks. They can say it's not on purpose, but everyone reports this happening, it's clearly on purpose.

If I call them, I'm put on hold for hours and hours. The nearest store is an hour from me and I can't find the time to go. 

It's not like I'm dissatisfied with the service, I just don't live at my old address anymore. There's no one living there and I'm being forced to keep paying for a service no one is using or going to use. I'm going to sell my house! I don't need service anymore there.

How am I supposed to cancel services?? Why can't they just make this easy?

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Official Employee

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2.2K Messages

13 days ago

Hi there, @user_tdohn2 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the trouble you are experiencing trying to cancel your services.. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

Visitor

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2 Messages

Hi, thank you. I do not see any way I can direct message you. 

Expert

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32.1K Messages

@user_tdohn2​ 

Hi, thank you. I do not see any way I can direct message you. 

This should be in the upper right corner of the page where your avatar is.

If you don't see that:

To check if your direct messaging is turned on, click on your Profile Avatar in the upper right corner and then on Profile Settings.  Scroll down to the bottom of the page and if Opt Out From Direct Messaging is checked uncheck it and then click on Save. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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