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user_octx9j
1st Topic

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1 Message

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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3 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

Visitor

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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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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user_qerbm5

Visitor

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3 Messages

5 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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XfinityAbel

Official Employee

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167 Messages

@user_qerbm5, thanks for taking the time to post on our Xfinity Community Forums page. I can help with making those changes. Please send a direct message including your full name and service address, and we can get started anytime.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

5 hours ago

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user_qerbm5

Visitor

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3 Messages

Hello, sorry for the delay.  My name is [Edited - Private information]

Service address:

[Edited - Private Information]

I am currently on the phone with one of the Xfinity reps, I was initially given a "shadow offer", hung up on, called back and now the original offer to retain my Internet service is unavailable, and have now been waiting nearly 20 minutes while they find a manager.  But I will work with you on this forum if we can come to an equitable solution.

(edited)

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4 hours ago

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XfinityAbel

Official Employee

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167 Messages

@user_qerbm5, please keep in mind that posting private information is against the Xfinity Forum Acceptable Use Policy. Please send us a direct message following the instructions above. 

For an example of how to send us a Direct Message, check out this link.


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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

4 hours ago

0

user_qerbm5

Visitor

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3 Messages

4 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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