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eclay42
1st Topic

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2 Messages

Friday, March 31st, 2023 10:49 PM

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Requested account cancellation but never received callback, also unable to schedule callback on website, missing option to DM support

I recently requested that my account be cancelled (another ISP just installed fiber in my apartment complex and provides much better/faster service with no data caps at the same price Xfinity charges for cable) but I did not receive a callback within 2 business days. I went on the website to try to contact support and the schedule callback isn't working (just gives a generic error message). From looking on this forum there are several posts saying to DM Xfinity Support, but the icon they refer to doesn't show up for me and the links they share to direct messages are broken and return 404 errors.

Not sure what else to try other than posting here and hoping someone from support responds.

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2 years ago

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XfinityRoberto

Official Employee

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1.6K Messages

2 years ago

Good afternoon and welcome to Comcast! Thank you for taking your time in reaching out to us today over our Forums page! What an amazing way to communicate now these days! It breaks my heart to hear you are leaving us. As much as I don’t want you to go, I will make sure we get this taken care of promptly. Please send me a Direct Message with your name and address. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

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eclay42

Visitor

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2 Messages

@XfinityRoberto​ Thanks, I was able to figure out the right things to say to the chatbot to request a callback from support without using the broken link. According to the customer retention agent they never received my online cancellation request so that's another potentially broken system. Really frustrated that it's so difficult to cancel service or even get in touch with support.

2 years ago

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Again

Expert

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31.1K Messages

@eclay42​ 

Were you able to get that requested cancellation in?  If not, send that DM to @XfinityRoberto.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

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XfinityRoberto

Official Employee

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1.6K Messages

2 years ago

I am happy to hear that you were able to get a call back. I am sorry to see that they never received your request. I really appricate your feedback. I have submitted the feedback so that our team. 

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user_3c23f4

Visitor

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1 Message

2 years ago

The link is still broken, I'm having the same problem with being unable to schedule callbacks (tested on several devices with several uplinks). Can the site please get fixed? I don't think it's reasonable to get everyone to research why there's a problem and then DM to try to get a callback; it's frustrating enough that there are so many hoops to jump through just to get in contact with an agent in the first place.

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CCAbbie

Problem Solver

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1.4K Messages

@user_3c23f4 Sorry to hear you are having trouble reaching out to us. We are available here on this platform. 

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

To send the requested information:

  • Click "Sign In" if necessary
  • Click the "Direct Message" icon or https://forums.xfinity.com/peer-to-peer-chat
  • Click the "New message" (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

I no longer work for Comcast.

2 years ago

0

user_36dca8

1 Message

2 years ago

This appears to still be a problem as I am still getting this errors numerous times.

Please assist so those of us who can no longer use this service (or do not want to) can cancel when needed. 

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XfinityKatie

Official Employee

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744 Messages

Thank you for letting us know you are running into this issue @user_36dca8  It is sad to hear you are looking to leave, but can understand that this may be an option you need to take. Have you attempted to make this request on another device like a computer using this link?

 
If you find that you are still running into the same issue and are in need of assistance with your account, you can send our team a direct message here by following the steps provided previously in this thread, and we can further assist you via messaging!
 
I am an Official Xfinity Employee.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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