Visitor
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2 Messages
Need assistance with termination of mobile service
I have tried to work with customer service to terminate my mobile service. I escalated the issue to a supervisor. I was told one week ago I would receive a call back. I have not received the callback and, hence, have no resolution to my issue. I have all the details/case number. I am looking for someone who can help me with this situation.
XfinityRay
Official Employee
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4.3K Messages
7 days ago
Greetings, @user_7acn87! I am sorry to hear that you want to cancel the Xfinity Mobile service but am glad to assist you. Are you porting your number(s) to a new provider or is it okay to cancel the number(s)?
If you are porting, the steps are shown here to cancel the line, https://www.xfinity.com/support/articles/cancel-xfinity-mobile-service. If you are not porting the number, 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.
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