Visitor
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2 Messages
Keep receiving emails confirming service cancellation, but I did NOT cancel
Please help me! I have received two emails in the past 3 days saying my cancellation request was received and was being processed. The first said my service would be cancelled on 8/23, the second saying 9/11. I did not submit any cancellation requests and need to continue my service.
I have reviewed both emails thoroughly and determined they may not be spam - however, I am unable to reach a customer service representative over the phone. I need to confirm that my service is not going to be cancelled. I don't see anything on my account indicating that it will be cancelled, but now I also see a new message saying 'we're getting your order ready' when I didn't order anything.
Very close to just actually cancelling at this point.
XfinityJustinC
Official Employee
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1.6K Messages
5 days ago
Hello, @user_6xsabl thank you for reaching out over Xfinity Forums. Sorry to hear about the frustration receiving the disconnection notification, and know if I was in your shoes I'd be reaching out to my provider as well if I received those and wasn't looking to disconnect service. From experience, I've seen at times if another person is attempting to get new service and uses the address. The system will put in a disconnection order for the active service at the location.
- Is there anyone else in the household that may have been trying to set up new service?
- Do you happen to live in an apartment complex, I've seen that if we don't have a specific apartment number in our system it will default to one that is already in?
A great way to confirm if the email you received is a legitimate Xfinity communication, it will have our logo on the email next to the link to click to open it: https://www.xfinity.com/support/articles/comcast-verified-email
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