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user_f1wozq
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3 Messages

Saturday, January 24th, 2026 3:54 PM

Not telling me cancelation day?

I got a new service and canceled my old one, in which Xfinity sent me 2 cancelation request emails with both not having a cancelation date. I haven't got any new information about my new Xfinity service that I was told would start once my old one is canceled. But I have no date of when my service will end, so I have no idea when my new one will begin?? 

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8 days ago

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XfinitySara

Official Employee

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2.3K Messages

9 days ago

Hey, @user_f1wozq! You're in the right place for support. Our team is happy to help make sense of the process and confirm whatever we can for you :) To clarify, were you transferring service from one location to another (which would result in the disconnection of the old and connection of the new), or did you have to start service at the new location before closing the last one? Alternatively, are you speaking of closing one account and opening another at the same address?

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user_f1wozq

Visitor

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3 Messages

@XfinitySara​ I had an account and wanted to modify my plan and it made me a new account opened under mt same account. But I'm trying to cancel my old plan and continue with the new one I bought-- i went to an xfinity store last week and they had said my equipment for my new plan would be shipped shortly, and my old plan would be canceled. I got confirmation that my plan would be canceled but with no date of when it would be finished. When is my plan going to be canceled and when can I activate my new one ???? 

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9 days ago

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XfinityAmandaB

Official Employee

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2.9K Messages

Normally, activation would not need to wait for a disconnect. Disconnects can take around 10 days to complete once set up and the last bill to post, but if you are having issues with activation, we would have to take a closer look with you.

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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9 days ago

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user_f1wozq

Visitor

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How do I know when it will disconnect when the email does not give me any date? When I had gone in store they had said I would not have to pay another bill except for my final but I still have an upcoming bill in feburary to continue the service 

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8 days ago

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XfinityBillie

Official Employee

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3.9K Messages

@user_f1wozq I would love to take a look at the account and see what's happening with your accounts. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
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

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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8 days ago

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