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Wednesday, April 9th, 2025 1:23 AM

Help to Resolve Internet Cancellation Issue and Related Confusion

I cancelled internet service on March 13, 2025 (my winter home-as I was returning to my permanent residence until December 2025). When I cancelled the service there was no mention of returning the equipment. Subsequently I keep getting calls, texts and emails about returning the equipment. I have spoken, chatted, etc, with various agents that have indicated they made a note on my account and I would not be charged for the equipment since I would restart services in December 2025. Today I received another call about returning the equipment.  I relayed the information about previous calls but was told I should either reconnect services now, return the equipment or be charged for the equipment. So I asked service to be reconnected. However, was informed that service could not be reconnected as my account was on a seasonal hold. So the agent said I would have to have a new account and new service but that my equipment would be connected to my new account so as not to have to return it. But then I get an text from Xfinity stating they will be sending me new equipment even though I am not at that location to accept it or to start services until December. No one I've talked to seems to understand and I was told on the chat today, even after requesting to have a supervisor call me, that my request to speak to a supervisor wasn't needed.  I keep getting the run around from the various chat assistants and phone numbers and can't seem to talk with anyone who can understand my issue.  Don't know what to do at this point.  

Expert

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29.6K Messages

11 days ago

Moved from Email forum.

Official Employee

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1.9K Messages

11 days ago

 

user_ck867c Thank you for reaching out to our Xfinity Community Forums. I'm so sorry to hear about the frustrating experience you're having with the equipment return. It sounds like you've received conflicting information, and that's definitely not the way we want to treat a valued customer like you, especially since you plan to return in December. I completely understand your confusion and annoyance with the repeated calls and the runaround.

It seems there's been a misunderstanding, and I sincerely apologize for the inconvenience and stress this has caused. Let me try to make things clearer based on what you've told me.

Since your internet service was cancelled in March and won't be restarted until you create a new account in December (when you'll likely receive new equipment), the best way to avoid any charges for the old equipment is to return it now. Keeping it after the account is closed is likely why you're getting these reminders.

The good news is that returning the equipment is easy. Just take it to any UPS Store. The person dropping it off doesn't need to be on your Xfinity account. Please make sure they get a receipt when they return it.

To help make sure everything is handled correctly and to stop the repeated contact, I'd be happy to look into your account details. This will help me see any notes that were made and ensure we take the right steps regarding the equipment.

If you'd like me to do this, please send me a direct message with your full name and the service address for the account you cancelled. I'll check it out right away and do my best to make sure this issue is resolved and that your reconnection in December goes smoothly.

Again, I'm truly sorry for the trouble you've experienced. I'm here to help get this sorted out for you.

 

3 Messages

How do I send a direct message to you?  Is it through this channel?

Official Employee

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853 Messages

Here are the steps to send a private message. Please let us know if you run into any issues.

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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