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user_qplt8k
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Visitor

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3 Messages

Thursday, June 19th, 2025 10:14 AM

Someone Canceled My Account but it wasn't me

My internet just went out, and I went on the Xfinity app, only to find the message "You're no longer with Xfinity"

It's also asking for money, although I have Autopay on and am completely up to date.

I went to my emails, only to find a message that I missed, stating Xfinity "recieved my cancellation request".

I never cancelled my service. What should I do to get my service and account back up ASAP? Who do I need to contact?

Question

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Updated 

22 hours ago

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XfinityKassie

Official Employee

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1.8K Messages

23 hours ago

 

user_qplt8k Hello there! Thank you for reaching out so quickly regarding your services. I can definitely see the concern of your account status, and want to help you get this resolved as quickly as possible. To begin, can you please send a Direct Message with your name and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it

 

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user_qplt8k

Visitor

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3 Messages

@XfinityKassie​

Thanks for the swift response. I managed to get a hold of Xfinity support on X (Twitter). 

My WiFi is back on for now. So now my fingers are crossed as I hope it’s a permanent fix and this doesn’t happen again. 

Thanks for your time

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22 hours ago

0

XfinityKassie

Official Employee

 • 

1.8K Messages

 

user_qplt8k That is great to hear! I'm glad you were able to get help from our team through Twitter (X). Please don't hesitate to let us know if there is anything else we can help out with. Have a wonderful rest of the day! 

 

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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22 hours ago

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