Visitor
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1 Message
Unable to cancel two unused Mobile lines — live chat fails and SMS unanswered
I need to cancel two unused Xfinity Mobile lines without porting, while keeping my active line and its plan on a separate account unchanged.
Since October 26, repeated live-chat attempts have failed with “Unable to start a live chat session.” I also texted 888-936-4968 and have received no reply.
Please open an Xfinity Mobile escalation ticket and arrange assistance through forum DM or email rather than a phone call. Please also review charges incurred during this delay and provide written cancellation confirmation, the effective date, and final charges.
I can provide account details privately when requested by an official employee.
XfinityMelinda
Official Employee
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461 Messages
4 hours ago
Hello @user_500212, thank you for reaching out on our Community Forum. We apologize you’ve had trouble connecting with someone to help cancel the two unused Xfinity Mobile lines. You’ve reached the right team, and we’d be happy to review the account, the lines you’d like canceled, and your billing concerns with you.
When you’re ready, please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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