Now prepaid Internet Service Cancelled

My internet service was cancelled without my authorization and now they say they cannot reinstate the service because there is an account already active at my address. To cancel it and reinstate mine, I have to go to a Xfinity store physically and prove I live at my address. How can this be possible?

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user_do1cas

Visitor

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3 Messages

4 hours ago

I just got another email saying “We received your cancellation request.”

What kind of Internet Provider is this?

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XfinityDuron

Official Employee

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1.1K Messages

I completely understand your frustrations @user_do1cas, I am here to help. To begin, would you mind sending me your name and the address to your account in a Direct message?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start New Conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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.

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 hours ago

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user_do1cas

Visitor

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3 Messages

@XfinityDuron I just sent a DM.

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3 hours ago

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EG

Expert

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121.5K Messages

4 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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Customer Service

user_do1cas

Now prepaid Internet Service Cancelled

user_do1cas

XfinityDuron

user_do1cas

EG

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