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user_8ygz1f
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8 Messages

Wednesday, May 14th, 2025 11:34 PM

Unable to cancel max subcription / premium channels

I've been having an issue the past couple of weeks where the website hasn't been working properly, making it impossible for me to cancel my MAX subscription. I'm logged into my Xfinity account, but anytime I try to click on any menu item — like "Change Plan," "Add/Remove Premium Channels," or any button that would let me manage my account — it automatically reroutes me to a page that is completely unrelated.

Ive been trying to get my MAX subscription canceled for two months now and I am completely unable to do so and have continued getting charged for it. All I want to do is cancel my MAX subscription, but every time I try, it sends me to that unrelated page. This issue has been happening for weeks, and I've been unable to cancel the subscription. I need to cancel it before it renews for the third time.

Why am i unable to cancel it on my own? I am the one paying for it so shouldnt I be able to cancel it? And why did my last statement charge me double for MAX?

Question

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Updated 

1 day ago

8

2

XfinityLinda

Official Employee

 • 

1.8K Messages

1 day ago

Thank you for meeting us here in our community, @user_8ygz1f, about the trouble canceling MAX. You've reached the right team for assistance. In order to cancel MAX, it depends on how it was added. Have you tried: To cancel your Max subscription at home, follow these steps:

  1. Launch the Max app on your Flex or X1 device.
  2. Sign in using your Primary Xfinity ID and password.
  3. Navigate to the subscription management section.
  4. Select the option to cancel your current Max subscription.
  5. Confirm the cancellation.

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user_8ygz1f

8 Messages

no that doesnt work. Ive literally tried everything and nothing works. I need to have it canceled for me because I am continueing to get charged for it through xfinity.

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1 day ago

XfinityLinda

Official Employee

 • 

1.8K Messages

@user_8ygz1f No worries. I'll go ahead and pull up the account, and correct it on my end. Please send us a Direct Message with your full name and complete service address. We look forward to getting this taken care of for you.

 

To start a Direct Message: 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 day ago

0

XfinityLinda

Official Employee

 • 

1.8K Messages

@user_8ygz1f Thanks again for connecting with us here about the billing with MAX. Since it was billed through us, we did have to remove it through our billing system as well. We appreciate your patience while we got this taken care of for you. Have a great night!

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 day ago

user_8ygz1f

8 Messages

1 day ago

no that doesnt work. Ive literally tried everything and nothing works. I need to have it canceled for me because I am continueing to get charged for it through xfinity.

0

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