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user_o34x3t
1st Topic

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2 Messages

Wednesday, July 22nd, 2026 8:49 PM

Unable to disconnect NOW Internet Service

I hope somebody from Xfinity can help with my issue. I have been trying to get my NOW service disconnected since last week. I've already went through 12 reps (from all over the globe) but nobody was able to help me. All I get is I am the only one who can cancel it via the website or the app.

The thing is when I login, it says "You don't have a NOW services", "There isn't a NOW service associated with this Xfinity ID." So how can I cancel it from the app or web then???

I have 2 tickets created for me and was told several times it will get disconnected in 24 hours but it's still active when I call to follow up again. In fact, my credit card just got charged again even though I canceled already last week.

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21 minutes ago

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XfinityThomasD

Official Employee

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1.9K Messages

1 hour ago

 

user_o34x3t Terribly sorry to hear that you are having trouble with your NOW services. They are self-service plans that don't have an actual account linked to them, which is why we are unable to access them. Would there be another user ID that you can try signing in with?

 

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user_o34x3t

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2 Messages

Thanks for the reply, this is the only ID/login that I've been using. The reps can see the account and one of those 12 I've talked to promised me that she canceled it already and gave me a ticket number and even mentioned that she removed my CC info from the account. Then the very next day, I was charged my monthly charge.

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51 minutes ago

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XfinityCarolyn

Official Employee

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319 Messages

@user_o34x3t Hi there, thank you for reaching out, and I sincerely apologize for the experience you've had trying to cancel your NOW service. I would be happy to investigate this further. I will review the account details and work to determine why the service isn't appearing under your online profile and what options are available to resolve the cancellation request. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support."
As you type, a drop-down list will appear. Select "Xfinity Support" from that list
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it. For an example of how to send us a Direct Message, check out this link

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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21 minutes ago

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