Visitor
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1 Message
Unwanted "We received your cancellation request" Email
Hello. I just received a weird email saying that Xfinity has "received my cancellation request" and that my last day of service was yesterday, June 29th. I did NOT request my service to be cancelled. I do not want to cancel my service.
I looked at some other posts and it seems like my issue may have been that I live in an apartment complex and I forgot to put my unit number in my address, so someone else in the complex may have cancelled my service incidentally.
How do I fix this? I need WiFi and I really do not want to get disconnected.
Can someone please help me?
XfinityJoe
Official Employee
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879 Messages
2 years ago
Good morning, we would be happy to look into yout concern with you. Please send us a forum direct message including your name, account holder name (if different), and the service address so we can get started. Myself or one of my awesome colleagues will respond as soon as possible.
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BruceW
Gold Problem Solver
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26.5K Messages
2 years ago
The employee seems to lost track of where your message was posted. "Modmail" is used on Reddit, whereas here in forums.xfinity.com the equivalent facility is called Direct Messaging.
To send the requested information in a private Direct Message ("DM") to Xfinity Support from any forums.xfinity.com page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon
above or https://forums.xfinity.com/direct-messaging
• On the DM page click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
Regrettably the "pencil and paper" icon
is a pale grey that is active even though it does not look active. OTOH if a circle-slash 
appears when you try to select the icon it means that DMs are disabled in your user Profile. To re-enable them you'll need to go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.
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