Cancellation process is atrocious

Question

Just cancelled my plan simply because I was moving out of my apartment, no issues with the service and I am a gold member, but let me tell you this is horrific to cancel. The websites are extremely unhelpful and you have to call xfinity and speak to someone. Then you have to figure out how to actually create the label for UPS or Xfinity store return on your own and the websites are again extremely unhelpful. Once you create the label you have to navigate a third website to actually see the label which can’t even be done in app for some reason??? I spent probably two hours doing all of this. For the love of God I get it you people want me to stay and not cancel, but please streamline this better! especially since you encourage using the app! Thanks!

XfinityPaula · Answer

user_63phkt Good morning! Thank you for sharing the experience you had with setting up the account to close. I hope that your move is going well aside from this process. I understand the trouble it can create when we are not able to perform tasks quickly on our own with self-service options like the Xfinity app. I'm sorry that cancellation was not an option on the app or online in this situation. I am looking forward to seeing advancements like that for Xfinity in the future.

When setting up the equipment returns were you directed to xfinity.com/returns to create the labels to ship back the devices?

Would you like me to double-check the account to ensure everything is set up correctly?

Network

user_63phkt

Cancellation process is atrocious

XfinityPaula

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