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user_t3jnzw
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Sunday, August 17th, 2025

Received Email - We received your cancellation request, and we're on it - but I didn't cancel

Received Email from <xfinity@account.xfinity.com> - "We received your cancellation request, and we're on it"

I have not requested cancelation, and I received a package from Xfinity addressed to someone who does not live at this address.

I am assuming someone setup service at the wrong address, but now am concerned that my service is going to be terminated.

Who do I need to talk to in order to make sure my service is not interrupted? 

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25 days ago

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XfinityShawn

Official Employee

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1.9K Messages

25 days ago

 

user_t3jnzw This usually happens when a new customer puts the wrong address for service my mistake. The system then recognizes the two accounts at the same address, and then assumes the old account must be canceling. We can make sure your account doesn't get cancled.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

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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user_t3jnzw

Visitor

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2 Messages

@XfinityShawn​ Thank you.  I will contact CS.  Is there a way to make sure that this does not happen again, since the behavior seems to be system default, and a customer is trying to get new service?

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25 days ago

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XfinityShawn

Official Employee

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1.9K Messages

 

user_t3jnzw You're welcome! There is no way to turn that setting off, but we do appreciate your feedback. Is there anything else I can help with? 

 

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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25 days ago

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