How to cancel Xfinity

How to cancel Xfinity Internet, TV and Voice

1. Call Xfinity at 1-800-934-6489.
2. Or schedule a call from the cancel page.
3. Or visit an Xfinity Store and cancel in person.

• NOW Internet has separate cancel and change steps, linked from the bottom of the same cancel page.
• If the account holder has passed away, Xfinity's cancel page says you can cancel or transfer the account to a new owner.
• Note the date, the name of the person you spoke with and any confirmation details, so you can match them against your final bill.

Xfinity's agreement says fees and charges may keep adding up until service is disconnected, all Xfinity equipment is returned and the agreement has ended. Cancelling is only the first step.

Early termination fees and when billing stops

• Under a minimum term agreement: if you end all or part of those services before the term is over, Xfinity says you may be charged an early termination fee. Review your minimum term agreement for the details, because the general agreement doesn't list an amount.
• Billing period: Xfinity says it may, subject to applicable law, keep services running through the end of the billing cycle in which it received your notice, with service ending at the end of that cycle.
• Prepaid fees: Xfinity says it may refund prepaid monthly service fees charged after the effective date of termination, minus amounts you still owe. Certain fees and charges are non-refundable.

Cancelling Xfinity Mobile

1. Unlock your phone if you want to use it with another provider.
2. Get an Xfinity Mobile security PIN, also called a transfer or port-out PIN. Sign in with the primary or manager's Xfinity ID, open the line, choose the option to transfer or cancel this line and have the PIN sent by text.
3. Make sure number lock is turned off for any line you are transferring.
4. Give the PIN to your new provider. Xfinity says the same PIN works for any number on the account and expires after seven days.
5. Once the new service is active, Xfinity cancels that line automatically. You don't need to call.

• Other lines on the account, including tablets and smartwatches, keep running unless you transfer or cancel them too.
• If you don't plan to keep your number, Xfinity says to contact it to stop service.
• Unlimited data charges for a cancelled line are split based on how much of the billing cycle has passed. By the Gig data charges aren't split.
• Device payment plan: you can pay off the device and ask Xfinity to unlock it, or keep paying monthly if you still have Xfinity Internet, TV or Voice. If you cancel all Xfinity services, the remaining device balance is due with your final Xfinity Mobile bill.
• Keeping Mobile but dropping everything else? Xfinity's cancel FAQ says a $25 monthly fee per account applies on its latest plan, or $25 per line per month if you are not on the latest plan.

Don't cancel an Xfinity Mobile line yourself while a number transfer is in progress. Xfinity says that stops the transfer and you lose the number.

Return your Xfinity equipment

• Xfinity Retail Store: hand the equipment to a store representative. Xfinity says it is removed from your account right away, and you get a receipt with the return details.
• UPS: use the prepaid return label from your most recent Xfinity shipment, or print one through xfinity.com/returns. Drop the box anywhere UPS shipments are accepted, or call 1-800-PICK-UPS to schedule a pickup.
• What to send: only the device, remote and power cord. Xfinity says you don't need to return HDMI, Ethernet or cable wires, and any box that fits works.
• Keep the top part of the UPS label with the tracking number. Xfinity says it is your receipt, and to allow up to two weeks for the return to show on your account.
• Xfinity cameras and Xfinity Mobile products have their own return steps, linked from the same support page.

Xfinity's agreement says to return all equipment within 10 days of disconnection, in working order apart from normal wear and tear, or it charges an Unreturned Equipment Fee. If you pay that fee and later return the equipment undamaged, the agreement says the fee is refunded in full.

Check your final bill and refund

• Xfinity reviews a closed account for a refund once all rented equipment is returned or 30 days have passed since disconnection.
• Any credit balance pays outstanding charges first, including unreturned equipment charges. What is left is refunded if the account is eligible.
• Eligible refunds usually go to the last payment method on file and typically arrive within 4 to 6 weeks after all refund requirements are met.
• Not every credit is paid out. Xfinity says a credit issued for a service issue may lower your bill but may not be refunded, even after you disconnect.
• If your original payment method can't take the refund, Xfinity says refunds of $500 or less come by email from notifications@refunds.xfinity.com with claim steps, and larger refunds come as a mailed check.
• For Xfinity Mobile, Xfinity says a qualifying refund is generated automatically 62 days after the account is disconnected.

Xfinity's agreement says to keep your contact information accurate until you pay all amounts due and return all equipment. Update your mailing address if you are moving, so a refund check or prepaid card reaches you.

What you keep after cancelling

• Email: Xfinity says you can still use your comcast.net address if you logged in to it during the 90 days before your disconnection date. It stays active as long as you log in at least once every nine months.
• Purchased shows and movies: if you disconnect all services, Xfinity says you can still watch titles you bought through Xfinity Stream, using your primary Xfinity ID and password.
• WiFi hotspots: without Xfinity Mobile, Xfinity says you can still connect to its featured hotspots.
• Changed your mind? Xfinity says you can restart service by checking offers online or contacting it.

Moving or pausing instead of cancelling

• Away for part of the year? Xfinity's Seasonal Convenience plan lets existing residential customers reduce services for 2 to 6 months, once a year, where available. Xfinity Home and Mobile stay active, and you keep your equipment at home. Xfinity says a promotional rate's expiration date is not extended while you are enrolled.
• Xfinity's cancel page also links options to suspend service while on active military duty, and to pay off a past-due balance in monthly installments for eligible residential customers.
• Trying to pay less rather than leave? See our guides to lowering your internet bill and lowering a Comcast cable bill.

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