why in the world do you expect people to call and wait on line to cancel service? Is this 1980?

Hey user_7blpb9, thanks for reaching out to Xfinity Support on our forums and for your input. You don't have to call in to do it, I can help with the cancellation. Fiber is cool and we  also have our own fiber service. As a business perspective, we have customers that have been with us 30+ years and if there is something we could do to help we would want to try. When you get a chance, can you send us a direct message so we can help?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

OK so it is very much appreciated that @XfinityNicolas invited me to work directly with him to cancel my service. However, this is not an option that is made visible anywhere on the xfinity/comcast web site. Rather every public-facing instruction tells people to make an appointment to have a PHONE CALL with xfinity. 

In any case, and for those of you who are interested to hear how it went... I called and waited on hold for 25 minutes. I was put in touch with a customer support person who put me on hold again to get me to the right person. Finally, I was with in contact with a pleasant support person who asked, "May I ask the reason you are cancelling your service." To which I answered, "No." and she said "is it because of price or speed or something else?" and I said, "wait, you said 'may I ask the reason' and I answered 'no'. That means that you may not ask the reason." It took her a second to register this. So then she said, "before I cancel I need to explain some offers and options for you." At which point I became very unhappy and said, "absolutely not. I just want you to find the big button that says 'cancel' and push it. I have been on line for an hour trying to figure this out.  I've been on the phone now for 45 minutes trying to figure it out. You are a technology company. You have the technology. You have the big button. Please, I am begging you, just push the button." After this she paused for a moment and then said, "OK your service has been canceled." To which I said, "thank you very much. I appreciate that you are doing your job, but please tell your managers that this is a terrible process."