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user_octx9j
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Wednesday, December 10th, 2025 8:26 AM

xfinity support

I recently signed up for the Xfinity NOW Internet service, but I need to cancel the order immediately. Upon reviewing the setup requirements, I realized that the service is restricted to the provided Xfinity Gateway and does not support customer-owned modems.

Using my own networking equipment is a requirement for my home setup, so the NOW plan is not a fit for my needs. Since I am within the initial window of my order, I would like to cancel the service and receive a full refund of the prepaid amount.

Could you please assist me with the cancellation process and confirm when the refund will be processed?

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11 hours ago

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EG

Expert

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117.3K Messages

4 months ago

The concern is not "E-mail" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityBenjaminM

Official Employee

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2.9K Messages

4 months ago

 

user_octx9j Hello! Thank you for reaching out to us here on our Community Forum. Have you tried using the Xfinity Assistant (xfinity.com/assistant) to cancel your order? Since Xfinity NOW is entirely separate from our regular residential accounts, the service itself is fully supported by our Xfinity Assistant. We also see your Direct Message. In the future, please wait to be invited to send a DM, as it is against our Forums Guidelines to send an Unsolicited Direct Message to an Official Xfinity Employee. We will reply to your DM, but please remember to follow the process going forward.

 

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user_struf4

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1 Message

1 month ago

I need to speak to a tech person.  Our cable  is set up but not receiving signal.  This is an apt building, not sure the signal has been turned on to the correct unit

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XfinityAbby

Official Employee

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784 Messages

Hello @user_struf4, We would be happy to assist you with this, please send us a direct message with your full name and service address. 

To do so, click on the chat icon located at the top right of this forum's page. Here are 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
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 month ago

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user_qerbm5

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3 Messages

13 hours ago

I want to remove tv and voice services from my account and keep internet services only.  I am not interested in any promotional offers

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user_qerbm5

Visitor

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3 Messages

12 hours ago

I will just go to my local Xfinity store in person, cancel the services I wish to remove and see if they can honor the offer that was made over the phone to me for Internet.  If not, I will seriously consider switching to ATT.  I hate to do that after 22 years but they laid fiber in my neighborhood about a year and a half ago, have made multiple offers that I declined, but am just unsure I can maintain a relationship with a company that uses that sort of bait and switch.

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33.9K Messages

@user_qerbm5​

I will just go to my local Xfinity store in person, cancel the services I wish to remove and see if they can honor the offer that was made over the phone to me for Internet.  If not, I will seriously consider switching to ATT.  I hate to do that after 22 years but they laid fiber in my neighborhood about a year and a half ago, have made multiple offers that I declined, but am just unsure I can maintain a relationship with a company that uses that sort of bait and switch.

You really should send that DM to Xfinity Support; they can help you with your requests [and you'll save on gas].

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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11 hours ago

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