1 Message
Unexpected Cancellation Email
Hello,
I got an email this morning saying “we received your cancellation request” and that my service would end tonight. I didn’t request this. Is there a way for me to tell if it’s a legitimate email? I couldn’t find anything on the app or on my account which would do so.
If it is legitimate, how can I stop the cancellation?
Thank you for reading.
Accepted Solution
XfinityJustinC
Official Employee
•
893 Messages
1 year ago
Hello, @user_745b43. Thank you for reaching out over Xfinity Forums for support, you have definitely reached out to the right place for assistance. I know if I was in your shoes and received a disconnection email, I would be concerned and reaching out as well.
A great way to tell if an email is legitimately from Xfinity, it will have a Xfinity verified email logo attached: https://www.xfinity.com/support/articles/comcast-verified-email.
I would like to investigate this further for you, to ensure the account isn't being disconnected if not requested. Since I will need to gather some information to locate your account we don't want to discuss in a public setting. Would you please send a DM:
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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