Quick Summary #
- Primary contact method: Call 1-800-XFINITY (1-800-934-6489) and say “cancel service”
- Early termination fee: $10 per remaining month on contracts
- Equipment return deadline: 10 days after cancellation
- Equipment return fees: Approximately $110 per unreturned device
Before You Cancel: Consider These Alternatives #
Pause/Suspend Service #
Xfinity offers seasonal convenience plans for vacation homes or seasonal residences with discounted monthly rates during suspension.
Reduce Your Bill/Downgrade #
Contact retention specialists to explore downgrading options, canceling TV while keeping internet, or negotiating promotional pricing.
Transfer Service (for moves) #
Moving within Xfinity’s service area allows service transfer with no early termination fees.
Negotiate Retention Offers #
Retention specialists typically offer substantial discounts, free premium channels, or upgraded services.
How to Cancel Your Xfinity Account #
Phone (Primary Method) #
Contact: 1-800-XFINITY (1-800-934-6489) Hours: 24/7 technical support; billing Monday-Saturday 7AM-9PM
Before calling:
- Have account number and last 4 digits of SSN
- Know contract end date
- Be prepared for retention offers
- List equipment needing return
Process:
- Say “cancel service” to automated system
- Be transferred to retention department
- Stay firm if offered deals
- Request confirmation number and email confirmation within 2 business days
- Confirm final bill amount and return requirements
Online/Website (Form Method) #
Visit xfinity.com/support/cancel-service. A representative will call within 2 business days to confirm. This method still requires phone conversation.
Mail #
Address: Comcast Cable ATTN: Service Change Requests 1701 JFK Blvd. Philadelphia, PA 19103
Include full name, account number, service address, phone number, cancellation reason, and requested date.
In-Person (Xfinity Stores) #
Visit xfinity.com/local/store-offers to find locations. Bring valid ID and account information. Can return equipment immediately for account credit.
Understanding Xfinity Cancellation Fees #
Early Termination Fees #
| Contract Length | Starting ETF | Monthly Decrease | Maximum Fee |
|---|---|---|---|
| 12-month agreement | $110 | $10/month | $110 |
| 24-month agreement | $230 | $10/month | $230 |
Calculation: Remaining months × $10
ETF Exceptions:
- Military deployment (with documentation)
- Death of account holder
- Moving within Xfinity service area (transfer service)
- First 30 days of new service
Equipment Return Requirements #
Must return:
- Cable boxes (all types)
- DVR boxes
- Modems/gateways
- Power cords
- Remote controls
- Ethernet cables
- Coaxial cables
Return deadline: 10 days after cancellation
Unreturned equipment fee: Approximately $110 per device
Equipment Return Process #
Return Options #
Option 1: UPS Store (Most Popular)
- Take equipment to UPS corporate store (not access points)
- Free packaging and shipping to Comcast
- Receive receipt with tracking information
- Charges reverse when equipment scans in at warehouse
Option 2: Xfinity Store Drop-off
- Visit any Xfinity retail location
- Bring valid ID and equipment
- Receive immediate receipt with serial numbers
Option 3: Digital Return Center Visit xfinity.com/returns, select devices, print prepaid labels, and ship.
Option 4: FedEx Limited equipment only; use prepaid return labels if provided.
Tips to Avoid Disputes #
- Document equipment and serial numbers with photos
- Obtain tracking confirmation or store receipt
- Use UPS corporate stores specifically
- Return within 10-day deadline
- Keep documentation until charges are confirmed removed
Common Cancellation Problems and Solutions #
| Problem | Solution |
|---|---|
| Long hold times | Call off-peak hours; use callback feature |
| Aggressive retention offers | Stay firm with decision; don’t feel obligated to explain |
| Can’t reach retention | Say “cancel service” to automated system |
| Online form not working | Use phone method for reliability |
| Equipment fees after return | Contact service with receipt; escalate to supervisor |
| Unexpected final bill charges | Review contract; request detailed bill explanation |
Tips for a Smooth Cancellation #
- Review contract for early termination obligations
- Consider timing to avoid fees
- Document representative names, times, and confirmation numbers
- Prepare for retention offers by researching alternatives
- Return equipment immediately (10-day window)
- Use UPS stores for convenience
- Request written email confirmation
After Cancellation #
Final Bill Information #
Includes service charges through cancellation date, early termination fees if applicable, equipment rental fees, unreturned equipment charges, and outstanding balances.
Account Closure Confirmation #
Receive confirmation within 2 business days via email or mail.
Re-activation Policies #
Service can be restarted without penalties, though new customer promotional offers may not apply within 30-90 days.
Frequently Asked Questions #
Q: Can I cancel just TV service and keep internet? A: Yes, each service cancels independently, though bundle discounts may be lost.
Q: Will I be charged an early termination fee? A: Only if you have an active contract. Check account under “Legal Agreements & Contracts.”
Q: How long to return equipment? A: Only 10 days from cancellation date.
Q: Can I cancel online without calling? A: Submit an online form, but Xfinity calls within 2 business days to complete the process.
Q: What if I’m moving? A: Transfer within service areas to avoid ETF. Moving to non-service areas still incurs fees.
Q: Can I avoid the early termination fee? A: Only with military deployment waiver, account holder death, or within first 30 days of service.
Need Help? #
Escalation Options #
- Request supervisor or retention manager
- Document reference numbers and representative names
- Contact @XfinitySupport on Twitter
- Follow up with written complaints
Regulatory Complaint Options #
- FCC: consumercomplaints.fcc.gov
- State Public Utilities Commission: Contact your state’s regulatory authority
- Better Business Bureau: bbb.org
- FairShake: Dispute resolution platform
- Consumer Financial Protection Bureau: For billing disputes
- State Attorney General: Consumer protection divisions
Guide reflects Xfinity policies as of July 2025. Verify current terms and fees directly with Xfinity at xfinity.com.