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user_hgosct
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Visitor

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4 Messages

09/23/2026 1:27 AM

Mobile Line Disconnected was added back by Xfinity without me asking

How do I get this line deleted again without sitting on the phone with a rep for 30 minutes again?

Thanks!

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1 day ago

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user_hgosct

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4 Messages

23 days ago

What is the SLA from Xfinity on responding to forum posts?

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XfinityVianney

Official Employee

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3K Messages

23 days ago

 

user_hgosct, thank you for reaching out and creating a new post. I understand you need help with a line that was removed before. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

For an example of how to send us a Direct Message, check out this link for more help: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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user_hgosct

Visitor

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4 Messages

16 days ago

Well finally after back and forth for hours they disconnected the line. I asked why I was being billed for the line, while on the chat with the agent. They said that charge would be reversed/dropped.

NOW today I get notified of billing coming due. Why am I being billed for a line I had disconnected, Xfinity added back without asking, then I had it disconnected again and they said they would clear the charge up that Xfinity was trying to bill me for?

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user_hgosct

Visitor

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4 Messages

3 days ago

Oddly enough, the callback on the original mobile line disconnect, offered to lower my Cable/Internet bill since I was a Diamond member. He did that, I clicked some stuff and said thanks. Well it turns out I find out this week it is because he just deleted my NFL package and signed me up again for the same stuff, otherwise.

What is wrong with your company?

I don't even get a response here, when your system tells me to post here.

I am about to just give up on Xfinity.

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XfinityRay

Official Employee

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4.4K Messages

Hi, @user_hgosct. We are happy to further help with your services and always want things to be perfect for you. 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:

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.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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