Visitor
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1 Message
The weirdest chat ever
I'm trying to cancel my account, because when my promo's end on 9/17/25, I intend to cancel. I tried chat, but I gotta say, it was beyond weird, and I ended up simply paying my bill for the month in advance and canceling my autopay and credit card because the chat was, well, so freaking weird I thought I was being scammed.
The "agent" (if it was real, and not a bot) would not cancel my account, but kept offering me deals...except they weren't deals...then the "agent" would disappear for a very very long time and another one, with an even weirder name would take it's place. And then it offered me a deal that so was clearly too good to be true, I asked for it to send it in writing to my email. And after 15 or 20 minutes, this weirdo disappeared and a brand new "agent" came online and started from scratch and asked me what my billing question was.
Seriously? Is there actually no way to just cancel my service? I gotta deal with hallucinating insane bots who can't speak english?
I need some help here, or I'm filing a complaint with whats left of the FCC, the CFPB, and the BBB.
I copied and pasted into a word doc the crazy making chat...if anyone is still actually a human at XF and gives a gD.
XfinityJustinM
Official Employee
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291 Messages
26 days ago
Hi @user_u5t84t , I am sorry to hear that you have had such strange interactions today. Visiting https://www.xfinity.com/cancel provides you with a few easy options to go about cancelling your account. Our team can also help you with this request, but we'll be closing up pretty soon for the night. I would also like to mention that every team can only schedule a change up to 30 days in advance, so you may be a little early in your request. In the meanwhile, we can certainly take a look at the promotions available in your area to see if we can find something almost too good to be true for you. Just send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" to Xfinity Support:
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
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
- An "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.
Note: Our operating hours are from 6:00AM EST to 1:00 AM EST, 7 days a week, every day of the year. Yes including holidays, you may notice slower response times outside our hours of operation.
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