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user_sq0wbn
1st Topic
Originator

Visitor

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2 Messages

Monday, September 1st, 2025

Need to cancel pending order

I just placed an order earlier today for a WiFi router for my house for $70.00 per month, I need to cancel that order so I can shop bundle options that include cable tv. 

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Updated 

7 days ago

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XfinityLinda

Official Employee

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2.1K Messages

7 days ago

Thanks for meeting us here about your billing, @user_sq0wbn. I'm happy to help. Please send us a Direct Message with your full name and complete service address. We look forward to hearing from you.

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message.

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user_aivmim

Visitor

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4 Messages

Trying to figure out how to Direct Message per your instructions.  :-)  Bear with me? -- What is the Direct Message icon?  I only see the bell (In-APP notifications) and my U ... drop-down gives View Profile, Profile Settings, Bookmarks.

I, too, need to see to it that something is canceled that was set up as "pending."  (Mobile account)

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7 days ago

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XfinityQue

Official Employee

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87 Messages

 

user_aivmim Hi! Please make sure you are signed in when doing so. The direct message icon and look more of an envelope with a small point from the bottom right. You will then send us a message there. We are here with you and want to help. I will add the instructions again. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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7 days ago

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user_aivmim

Visitor

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4 Messages

I'm on a laptop, not the app, if that helps.  Nope.  no envelope.  No point nor pointing arrow.  Can't seem to see how to direct message from the start of your instructions.  Are they different for online on the forums site, vs the app?

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7 days ago

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user_aivmim

Visitor

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4 Messages

I'm signed in.  and they say it must have 20 characters to post.  lol

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7 days ago

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XfinitySeth

Official Employee

 • 

474 Messages

Sorry you're having trouble connecting with us in our private messages user_aivmim. Please try giving this direct link to message us a try, and we can work from there 👍

https://forums.xfinity.com/direct-messaging

 

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7 days ago

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user_aivmim

Visitor

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4 Messages

7 days ago

thanks for your question.  I hope to learn, too.

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