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user_e17255
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Visitor

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3 Messages

Monday, September 26th, 2022 2:04 AM

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No way to cancel watch line

I can not cancel my watch line on xfinity mobile. There is no way to do this online. “Chat” options listed on other forum replies are actually a “virtual assistant” that just leads to loops of infuriating FAQ pages with no options to cancel or speak with a real person. There is NO email option. I have tried calling the xfinity mobile help line numerous times, but wait times are perpetually 40+ minutes, or they are closed. I am paying for a line of service I can no longer use because I gave the watch away. Do I have to cancel all my services or switch provider to get this done? What other solution is there? 

Question

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Updated 

2 years ago

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Accepted Solution

user_7b191c

Visitor

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1 Message

2 years ago

So you’ve already tried live chat yet you didn’t realize that all you had to do was type “speak to an agent” and then you’d be connected? 

LMAO 🤦‍♂️😂😂😂

0

XfinityEmilyB

Official Employee

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2K Messages

3 years ago

Welcome to our community forum, @user_e17255! I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat where an Xfinity Mobile expert is available 24/7?

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user_e17255

Visitor

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3 Messages

@XfinityEmilyB​ if you read my original statement, you would see that I have called the number many times, only to find the wait time to be 40 minutes or more. Other times they are closed. The link you provide is NOT a chat with a live person available, but rather a frustrating automated FAQ bot called “Xfinity assistant” which does NOT provide any means to cancel. You should know that, as a worker for xfinity. So, no I still do NOT have a solution to this problem. The whole situation is frustrating enough to make me look for other cell service providers, even though I was happy with the Xfinity mobile product. I just want to cancel my watch line. I don’t understand why this should be so difficult. 

3 years ago

0

XfinityEmilyB

Official Employee

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2K Messages

I appreciate you giving that a try, @user_e17255! I want to make sure you get the help you need with your mobile account.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address to get started. 

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

3 years ago

0

XfinityEmilyB

Official Employee

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2K Messages

3 years ago

Thank you for keeping me posted, @user_e17255! We definitely want to keep you happy with our Mobile services for years to come :). I wish I could take care of this for you, but we do not have access to mobile accounts when you reach out over this platform. I want to make sure you get the help you need so I'll stick with you here until I confirm that your line has been cancelled. You mentioned that you've tried calling. Have you tried texting that number as well? The link for the chat should connect you with a representative if the assistant isn't able to help with your questions. 

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user_e17255

Visitor

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3 Messages

@XfinityEmilyB​ the assistant give no option for a live chat, I wasted a half hour on it twice already. When you text the number it gives a canned response telling you to go online or call the number, so that’s also a waste of time. 

3 years ago

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