Got an email saying my service was being cancelled by request

[Nv89]

Sorry if this is the wrong place, but I just had my service unexpectedly shut off, and when looking through my xfinity email (which I never use) I saw an email saying they had received a request to cancel my service.

I did not request this, and when I try to call their customer service, the robot just keeps offering to reset my router and won’t let me speak to a person.

Has anyone else had this problem?

[BruceW]

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@Nv89 wrote: ... my xfinity email (which I never use) ...

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If you don't check your Comcast email it's a good idea to forward it to an address you do check. Once in a long while they send out stuff that's actually important. In webmail ("...connect.xfinity.com..."), you can set this up under under (gear icon) / Settings / Mail / Auto Forward.

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... Has anyone else had this problem?

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A number of forum posters have reported receiving emails like this in recent weeks. If an employee doesn't reply to your message here, Comcast Security Assurance should be able to help. You can reach them at 1-888-565-4329 (from https://internetsecurity.xfinity.com/help/report-abuse/). Note that this is NOT one of the general customer service numbers.

The first-line reps there are sometimes not very helpful, so you may need to be persistent and keep at them until you get a satisfactory response.