Service Cancellation

Hello! I live in CA and need to cancel my service. According to state law, I should be able to cancel online with no hassles. Please enable direct messaging so that I can cancel my service without waiting 4 days for a scheduled call back or having to drive to a store. Cancellation and start up for a service should be the same process but I cannot find options for cancellation.

Under AB 2863:

Online cancellations must match the ease of online sign-ups. If you can subscribe online, you must also be able to cancel using an equally straightforward online process.
Companies can no longer add excessive steps, such as requiring customers to call or email, just to cancel.
The law aims to prevent hidden fees and unexpected charges by making cancellation accessible and transparent.

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XfinityQuemekia

Official Employee

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636 Messages

22 days ago

Hello @user_qj4l61 although we hate to see you go, we'll be more than happy to assist. You came to the right place.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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.

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user_wwcoxs

Visitor

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1 Message

Your site doesnt allow direct messaging and the link you've sent redirects again back to your customer forum (not sure if thats again a business strategy). I'm facing the similar issue and having to cancel is becoming a hassle more than ever.

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21 days ago

0

XfinityJustinC

Official Employee

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1.7K Messages

Hello, @user_wwcoxs thank you for reaching out over Xfinity Forums. With being new to the forums I understand if you're not familiar with the process. Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

Creating your first post and being signed in should allow for direct messaging once you've been invited by an agent to send that, so it can get routed correctly for support. Since you have already sent the direct message, I'll follow up with you there to continue.

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