Visitor
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1 Message
No cancellation email and address is gone from my online account
I went into an Xfinity store in person to return my tv box and cancel internet service on 09/03. I was told I would get a confirmation email but it never came, and now when I log in online, the old service address is completely gone and I cannot see any of the old information. I need to confirm if / how much balance I still owe and get confirmation of my cancellation. Thanks
EG
Expert
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120.9K Messages
8 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMelinda
Official Employee
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329 Messages
4 hours ago
Hello @user_bnl22b, thank you for reaching out to us here on the Xfinity Community Forum. While we're sad to see you go, we certainly understand that circumstances can change, and we appreciate the time you've been with us.
In most cases, customers can continue to access their account information by signing in at Xfinity.com with their existing Xfinity ID and password. You can find additional information about cancellations and what to expect afterward in this article: https://www.xfinity.com/cancel.
Since you've already attempted to sign in and are unable to view your previous service information, we'd be happy to help review the account with you, including confirming the status of the cancellation and checking for any final balance that may be due.
When you are ready, 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:
How to Send Us a Direct Message:
To send us a direct message:
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.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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