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user_fqlonr
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Friday, February 6th, 2026 4:15 AM

Xfinity wont cancel my service

I have moved to a different location and all they had to do was to change the service address. After spending 3 hours (not exaggerating) with them on the phone, the operator said they had to create a new account for my new address and cancel the previous account tied to the old address. I got an e-mail saying they received my cancelation request November 20th. Ever since I have been charged by Xfinity at both addresses, and have called multiple times (accumulating several cancelation request e-mails). And, much to our surprise, NOTHING, they did not cancel my account. I have been receiving text messages from debt collectors. I WOULD NOT RECCOMMEND XFINITY TO MY WORST ENEMY. 

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15 days ago

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EG

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116.8K Messages

1 month ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_b0wkun

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I have moved and repeatedly asked Verizon to cancel my account.  They just billed me for another month.  What can I do to get my Xfinity account closed?

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15 days ago

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XfinityJon

Official Employee

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1.2K Messages

Good afternoon user_b0wkun. We can assist you further. 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

 

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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15 days ago

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XfinityAirelle

Official Employee

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3.1K Messages

1 month ago

 

 

We hear how upsetting this has been, and you’re right to be frustrated. Being charged at two addresses after being told the old account was canceled is not okay, especially when you have confirmation emails showing the cancellation requests were received.

 

Our team would like to offer assistance. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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