Visitor
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1 Message
Unable to cancel service — no callback after multiple attempts
I need to cancel my residential internet service. I moved out of the service address on July 28, 2026 and have been trying to cancel since then.
I have called 1-800-934-6489 multiple times and used the scheduled callback feature. I was told a retention representative would call me back. No one has called back on any attempt. The Xfinity Assistant chat only returns automated responses and has no cancellation path, and the online cancellation form that used to exist at xfinity.com/support/cancel-service now just redirects to a page telling me to call.
I am requesting that my service be disconnected effective July 28, 2026, the date I vacated the property, and that billing stop as of that date. I am also asking for written confirmation of the disconnect date and instructions for returning equipment.
Please advise on how to proceed. I can provide my account number, full name, and service address privately.
XfinityBenny
Official Employee
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1.6K Messages
1 hour ago
@scotlamar5 Thanks for adding a post. We can stop the service using the last day it was used. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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