So, you’ve come to the ultimatum, and you finally decided on it, but Comcast refuses to cancel service, what should you do?
If you ever come across this same scenario, then you’re just on the right page!
In this guide, we’ll be going over the steps on what you need to do when a Comcast representative rejects your request to cancel your services. We’ll give you a step-by-step guide on what to say and how to say it!
If Comcast will not cancel service, speak to Comcast’s retention team directly, then have the reason why you’re canceling ready, and stay firm all throughout the phone. Once they’re done processing it, secure your reference number and get information on how to return or send back Comcast equipment.
You may be dreaded because of the widespread negative comments and feedback of people about how Comcast’s customer support team handles cancelation requests.
But, in this guide, we’ll help you go through it!
Can Comcast Refuse to Cancel Your Services?
Generally speaking, it will be your final decision whether or not you’ll be canceling your services with a particular provider, may it be for your phone, your TV services, even your internet!
According to the FCC or the Federal Communications Commission, any company must not refuse to port your number out or to cancel your services even if you have an outstanding balance.
You shall never be restricted with your decision of leaving a company.
So, why does Comcast refuse to cancel services?
Why Comcast and Other Providers Refuse to Cancel Services
You might be here because of the recent news about a Comcast subscriber/client being rejected when he requests to have his services canceled.
This is where most people have the misconception on. In reality, agents or representatives don’t actually “refuse” or “reject” your request of canceling, per se.
As a part of their job, they need to do, in their best efforts, to keep you as a customer, and this would often involve:
- Offering to downgrade the current plan you have
- Lowering your monthly bills
- Giving vouchers, discounts, and bill credits
Now, many people get blinded by it, which in turn gives them time to rethink the entire situation.
Now, that’s where the dilemma comes from. They think they’re being refused, but in reality, they’re just being persuaded.
That being said, what’s the process of how to cancel service with Comcast? Is there a foolproof way to do it?
What to Do When Comcast Refuses to Cancel Service?
Now, unlike all other guides and tutorials, you’ll see online, our guide won’t just focus on the “how.”
But, we will also be giving you a couple of tips to be able to address the “why” part of the situation.
Step #1: Speak Directly With a Retentions Specialist
The most common mistake people do is that they contact the first level of Comcast’s support team.
In these levels, they’ll usually be the ones who would be teeth-gritting to keep you on as their customers.
So, in order to avoid any type of scenario that will lead to the bad experiences you’ve seen online, contact Comcast’s retention department directly.
You can reach them at 1-800-XFINITY or 1-800-COMCAST.
NOTE: You can check your bill to see the number of customer retentions.
Furthermore, you can ask for a supervisor if you happen to speak with a retentions officer that tries to give further rebuttals than they should.
Step #2: Prepare Your Reason For Canceling
We all have our reasons for canceling, and for some, it’s quite personal.
If you tell them that you’re canceling because you’re not able to pay it off comfortably any longer, they’ll offer alternatives just to keep you as their business.
So, in order to avoid this, here are some of the reasons that yielded the fastest results:
- You’re moving to a new location where Comcast isn’t available
- You already signed up with a different provider
- You just want to cancel it once and for all (don’t give a reason)
It’s important that when you mention this, you’ll remain calm, but sharp. Avoid going hot over the person at the other end of the line because that can lengthen the supposedly short process.
Step #3: Try Your Best to Not Be Persuaded
When they signed up for the job, their responsibilities included doing whatever they can to keep you in the company; but they should do it politely and in an orderly manner.
Some representatives are skilled in laying out alternative plans for you, which can be alluring. However, if you’re certain that you want to cancel, try your best not to be persuaded.
Step #4: Ensure That You’ll Get a Reference Number
When they finally tell you that they’ll process the cancelation, the first half of it is done.
After the process, make sure that you get a reference for the call you just made. You can ask them for:
- Reference number for the call
- Their employee number
This is so that when the unexpected happens, you’ll have something to hold onto and you can report that the transaction or operation has been concluded and finished.
This allows you to avoid paying an extra bill when you shouldn’t.
Step #5: Learn About the Return Process
If you have leased Comcast or Xfinity equipment, you can ask the representative to give you an overview of how it’s done, too.
They’ll instruct you on what you need and where to go!
But, we decided to cut off time for you so here’s the summary of how you can return their leased equipment:
- Initiate the leased equipment return online.
- Identify the device you want to return or send back to Comcast/Xfinity.
- You can select UPS Prepaid Shipping and a label will be prepared.
- Otherwise, you’ll be instructed to just go visit a UPS store and fill out the information there.
Can I Do a UPS Pick-Up?
You can also choose to schedule an at-home pickup through the label tracking number on the drop-off package. However, do note that you’ll be paying extra if you opt to have it picked up from your home or office address.
Once everything’s done, then you’re all set! You should be able to have your services canceled!
You hold the option if you want to have it canceled immediately or at the end of the current billing cycle (1 day before your monthly billing renews). It will be up to you!
Following this step-by-step guide will lead you to cancel your services without spending an entire hour over the phone arguing with a representative!
According to most Comcast customers, this process was the savior of their sanity. They were able to cancel their services within 5 minutes of speaking with a Comcast or an Xfinity representative!
Read Next: I Owe Comcast Money Can I Still Get Cable?
Final Verdict
If ever you encounter a Comcast rep that refuses to cancel your services, contact retentions directly, and if possible, speak with a supervisor. Then, lay your reason for canceling and ask for the reference number of the cancelation.
Finally, follow the correct return process and send your leased equipment back!
So, when you feel like canceling your service with the company is a hassle, think again! With this guide, you’ll never have to wonder what to do if Comcast refuses to cancel your service!
Kevin has over five years of experience working in various Tech startups and providing Technical solutions. He has contributed to many Tech publications and websites.