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user_achcs8
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Tuesday, August 25th, 2026 2:00 PM

Service Cancelled - No Confirmation?

Hello,

I cancelled service yesterday and shipped my modem back to Xfinity yesterday as well.  I still don't have confirmation and my account still appears to be active.  How can I confirm this is being disconnected?

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4 hours ago

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XfinitySara

Official Employee

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2.8K Messages

4 hours ago

Hello, @user_achcs8! Thanks for reaching out. That's a great question! Do you see any open or pending work orders when you sign in to your account online? These requests (by default) typically remain open for 10 days before completing and closing. Your request should reflect the last billing date as the day you wanted service to end, and proration (partial credit) generally and automatically updates your final balance after that 10-day period and full account closure.

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user_achcs8

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2 Messages

I have no open orders.  Can you confirm for me if the account is cancelled or not?

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4 hours ago

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XfinitySara

Official Employee

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2.8K Messages

@user_achcs8 - We can! Please send our team a direct message to continue.

 

How to send us a direct message: 

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you! 

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