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user_4zt7md
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10/29/2026 6:26 PM

Service Cancellation Request that I never approved

I received an email today informing me that I had put in a cancellation request for my internet services. I am concerned because I never put this in myself. 

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3 hours ago

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XfinityThomasC

Official Employee

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3 hours ago

Hello, @user_4zt7md sorry for the shock as this is not something you had requested. It is an odd occurrence I'd like to help resolved. My immediate thought would be, are you living in a mult-dwelling space(apts/units)? Have you begun preparations to move recently or know of a new tenant soon to move in? It could be possible someone has already begun the process to move into your unit or nearby unit by requesting services with us before you have had the chance to transfer your own service. 

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user_4zt7md

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I live in an apartment, yes. I am a tenant. But I am not moving anytime soon. I received this email this morning informing me that October 27th was my last day of service. I 100% did not put that request in and I would like to keep my services at my current address.

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3 hours ago

XfinityMartyR

Official Employee

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3.8K Messages

 

user_4zt7md Thank you for the additional information! It sounds like someone new has signed up for Xfinity service and may have selected your apartment by mistake creating a disconnection order. We can take a look at your account, and ensure your services remain active. Please send us a direct message, so we can gather your account details. 
 
 

To send a "Direct Message" message:

 


• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the ""Start new conversation" (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

 

 


How to: Direct messaging within the forum

 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

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