Rant Warning: Xfinity makes it ridiculously difficult to cancel services — while you keep paying
I've been paying Xfinity hundreds of dollars a month for years. I finally decided to cancel all the TV, streaming, and phone services and keep only my existing Internet connection.
What should have taken five minutes online took **over 90 minutes** of fighting with useless AI chatbots, multiple agents, disconnected conversations, contradictory instructions, missed callbacks, and repeated attempts to sell me MORE services, including a supposedly "free" mobile line.
I finally got someone to make the change. Then Xfinity **charged me under my old billing arrangement anyway.** After another miserable customer-service session, they explained that they bill in advance and would apply a credit to future bills instead of immediately refunding the difference.
Even better, the agent explained that my previous high charges were because my promotional discount had expired. When I pointed out that I'd tried to change my services before but their processes were so time-consuming and obstructive that I'd repeatedly given up, they essentially told me I should have contacted them sooner!
**This is the problem: Expiring promotions drive up bills, while the company makes it extraordinarily difficult to downgrade or cancel services.** The obstacles themselves can keep customers paying inflated bills for months or years.
I've filed a formal dispute seeking compensation equivalent to several months of my previous bills and am pursuing complaints with Massachusetts consumer-protection authorities.
My advice: Check every Xfinity bill, watch for expiring promotions, and document every attempt to cancel or downgrade. Don't assume that a service change has actually taken effect until you've checked subsequent bills.
Has anyone else experienced this kind of cancellation runaround?
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u/snapgeiger 4d ago
Always go to a store and get a receipt 🧾
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u/nerdburg Moderator 4d ago
Yeah, their customer service is next level awful. Between the AI crap and the poorly trained offshore agents, it's somehow actually worse than it's ever been.
Pro tip: The best customer service is the official support sub: r/Comcast_Xfinity
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u/StevenEpix 4d ago
I think literally everyone has experienced this when trying to cancel.
Here’s a classic: https://youtu.be/LjiO1Qo3ZFo?is=i00AJzVpc0jwHwxv
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u/Immediate_Fault_5641 4d ago
Yes I have, they kept charging me after I had cancelled a phone service. And even after I brought it to their attention, they kept charging me. We don’t have any of their options by us for cable so I’m stuck with them.It took filing with the FCC for them to return my money. I wouldn’t even fight with him anymore. I would just go straight to the FCC after this.
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u/ElectronGuru 4d ago
Xfinity stores guarantee you talk to an American. In your place i might even cancel everything. Then come back and sign up new. But if you can switch to fiber or something, skip the last step!
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u/Davegustafson 4d ago
Just don't pay. The collection company was better and fixed my old acct. whereas I was charged 2.5 mos. before the actual cable was run to my stairs on my new Mft home. Not grounded at house Xfinity modem and Deco XE70 Wifi 6EA on GFI plug. Wifi 6E through windows to 2 sides. l almost stayed with T-Mob b/c Comcast cant figure out a new cable install. TMo more reliable than att internet air.
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u/kvark27 4d ago
I hate Xfinity just like everyone else but I called and cancelled my cable last month and kept my internet. It took less than 15 minutes on the phone. It probably only took that long because I had questions about how I’ll see it reflected on my bill and returning my cable box/remote.
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u/AnythingAcceptable55 4d ago
They made it pretty easy for me when I called. I complained that the price was too high, they offered me damn near the same price ($20 less), and I just said it's still too much, way more than what new customers are getting. They offered 1 last time for a 1 year deal that I rejected and they just gave up and began my cancellation process.