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user_1de48p
1st Topic

Visitor

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1 Message

Sunday, March 15th, 2026 6:28 AM

WHY IS IT DIFFICULT TO CANCEL SERVICES

I went online March 3rd to request a cancellation of services as I was moving and did not need the services any longer at the temporary service address. It has taken 13 days to even get anywhere. I waited on hold for 40 min and was transferred 3x. The chat service is terrible, the automated system is terrible and the customer service live agent was nice but the process took 40 minutes just to close the account. This is why XFINITY WILL LOSE MORE CUSTOMERS. 

Transferring, moving or stopping services should be as easy as the tap of a button. I don’t like this company or how difficult they have made an easy task. 

Question

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Updated 

15 days ago

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XfinityMatthew

Official Employee

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2K Messages

5 months ago

Hello @user_1de48p I am sorry to hear about your service cancelling the account online. Were you able to get everything taken care of? If not our team would be happy to resolve this for you.

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lumenkraft

Visitor

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3 Messages

15 days ago

I’m right there with you. I e been trying to cancel but the process is horrible. No callback in scheduled window. Why do I have to call? This should be an easy online process.  Went from dissatisfied to annoyed.

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XfinityDuron

Official Employee

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924 Messages

Hello there @lumenkraft, I see that you are having some issues with your account, how can I turn this negative into a positive this evening?

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.
Was your question answered? Please mark as Best Answer.tick

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15 days ago

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lumenkraft

Visitor

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3 Messages

Help me cancel my subscription

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15 days ago

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XfinityJanelle

Official Employee

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2.3K Messages

@lumenkraft We will be happy to take a look at the account. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct 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

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.
Was your question answered? Please mark as Best Answer.tick

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15 days ago

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lumenkraft

Visitor

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3 Messages

I cancelled via telephone. Horrible process. Bad business practice. Been a customer for 20 years.  Don’t feel I deserve such a runaround.

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15 days ago

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XfinityJanelle

Official Employee

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2.3K Messages

@lumenkraft I greatly appreciate you taking the time to provide us with your feedback. Good or bad, feedback is important to us to not only improve our products and services, but the customer experience as well. I would gladly pass along the feedback through the proper channels. If you still need assistance please let us know.

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.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

15 days ago

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