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user_kj8lql
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10/28/2026 9:56 PM

Need to cancel my internet service without a phone call

I've been trying to cancel my Xfinity Internet for months. The website only offers a phone call, a callback, or a store visit, and the Xfinity Assistant live chat fails every time with "Unable to start a live chat session." I do not want to do this by phone. Can an Xfinity employee invite me to a direct message so I can cancel in writing? I want the service disconnected as soon as possible and I am not interested in retention offers. I also have a rented gateway to return and would like the return instructions.

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2 hours ago

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XfinityJeniece

Official Employee

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4.5K Messages

2 hours ago

Hey there, @user_kj8lql, thanks for reaching out through Xfinity Forums regarding your internet connection. I can help you with disconnecting your account. We are sad to hear you want to leave Xfinity. Can you please send us a direct message with your full name and your full address?

 

How to Send Us a Direct Message:

  • Click “Sign In” if necessary.
  • Click the “Direct Messaging” icon.
  • Click the “Start new conversation” (pencil and paper) icon.
  • In the “To:” line, type “Xfinity Support.”
  • As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  • An “Xfinity Support” graphic will replace the “To:” line.
  • Type your message in the text area near the bottom of the window.
  • 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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