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user_b1w9d3
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Friday, July 31st, 2026 1:34 AM

Rescheduling callback

I need to reschedule a callback that's set for tomorrow morning. The link in the schedule confirmation email only has an option to cancel or schedule, but after clicking "Cancel" there is no email telling me it's been canceled. Is there a way to reschedule? I couldn't find any direct messaging icon. 

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2 hours ago

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XfinityThomasA

Official Employee

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3.7K Messages

17 hours ago

 

user_b1w9d3 - Our team is here to help! Could you tell us a little more about the situation, the email you're working with? What happens when you select the Schedule option? If you're seeing an error message or unexpected behavior, please let us know the details so we can better assist with troubleshooting. 

 

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user_b1w9d3

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Sure! The email is just for confirming the callback date and time. When I click the link, it goes to a page with several topic options (Internet, TV, Account and Billing) and then the buttons at the bottom are "Cancel" and "Continue". I want to make sure I'm not accidentally scheduling an additional call so I haven't clicked on "Continue" yet. If it helps to know, the call was scheduled in response to a modem check having an issue during the process. 

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17 hours ago

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XfinityThomasA

Official Employee

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3.7K Messages

 

user_b1w9d3 - Thank you for sharing. I understand what you mean, and I'm happy to help. I'd like to take a closer look at the email you received so we can review the available options together. If there isn't a way to reschedule directly from the email, I'll do everything I can to help identify alternative solutions and point you in the right direction.

Please send us a Direct Message.
On a Desktop:

Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.

Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.


In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.

On a Mobile Device:

Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.

How to: Direct messaging within the forum

 

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 as Best Answer.tick

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16 hours ago

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XfinityAngie

Official Employee

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2.8K Messages

2 hours ago

Thank you for your time today. I'm so glad you were able to get the call back you wanted to get things handled. We are here and always willing to help. Take care! 

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