How to Cancel Your Xfinity Plan Online or by Phone

To cancel Xfinity, you have to talk to a person: call 1-800-934-6489, schedule a callback at xfinity.com/cancel, or walk into an Xfinity Store. There is no fully self-service online button. The call itself is short once your account details are ready, but three things catch people off guard afterward — a higher Xfinity Mobile bill, a lost comcast.net email address, and charges for equipment Xfinity says you never returned. Handle those before you dial and the exit stays clean.

What to Have Ready Before You Call

Three things need to be in front of you: the primary account holder’s full name, the service address on the account, and the 16-digit Xfinity account number. Only the primary or manager user can see the full number. Sign into xfinity.com, click Account and Identity, and look under Account Details, or tap Account Settings in the Xfinity app.¹

Pick a firm stop date. Xfinity prorates your final bill based on the days you actually used service in the last billing cycle, so a mid-cycle cutoff doesn’t cost you extra.² If you’re moving to another provider, line up your new service so you don’t pay for overlapping days or sit without internet in between.

Check whether you’re on a contract. Current Xfinity promotions don’t include contracts or early termination fees, but older agreements did. An ETF can run $110 on a 12-month contract or up to $230 on a two-year contract.³ Review your original agreement or ask the rep before you commit to a cancellation date so nothing on the final bill is a surprise.

Turn Off Auto-Pay First

Automatic payments cannot be disabled on the same day a payment is processing, and processing can take up to three business days. Do this at least a week before your planned cancellation date. Sign into xfinity.com, go to Billing and Pay, select Manage Auto Pay, and click Turn Off. Only the primary or manager user can do it.⁴

One exception: automatic payments for Xfinity Mobile can’t be turned off entirely. You can only change the payment method.⁴

Making the Call or Store Visit

You have two ways in, both requiring a human on the other end.

By phone, call 1-800-934-6489 or schedule a callback through xfinity.com/cancel. A representative verifies your identity and processes the disconnection.⁵

In person, visit any Xfinity retail location. An associate verifies your identity on the spot and logs the request, and you leave with a printed confirmation showing the date.⁵

Either way, ask for a confirmation number before you end the call or leave the store. Write it down and keep it. Billing disputes surface weeks after cancellation, and that number is your evidence that the request went in on a specific date.

The Retention Pitch

Every cancellation call routes through a retention team whose job is to keep you. Expect a reduced monthly rate for six to twelve months, a free speed upgrade, waived equipment fees, or loyalty credits in the $10 to $50 range. If a competitor quoted you a lower price, the agent may try to match it. If price is the only reason you’re leaving, the offer is worth hearing. If you’ve already decided, a polite “I’d like to proceed with the cancellation,” repeated as needed, moves the call along.

Return Every Piece of Equipment

Every leased device goes back: gateways, modems, cable boxes, voice modems. Unreturned equipment generates replacement charges on your final bill, and unpaid charges can be sent to collections.

Two return options work:

Drop off at an Xfinity Store. Once the associate scans the device, it’s removed from your account immediately.²
Ship via UPS with a prepaid label. Sign in online, find the device under Return Details, click Print Shipping Label, and drop the packaged equipment at any UPS location.²

Keep the receipt. The store receipt or UPS tracking number is your only proof if the return doesn’t register in Xfinity’s system. People lose these disputes because they threw the slip away. Snap a photo of it, tape it inside a cabinet, whatever it takes. Don’t count on the system to record it automatically.

Xfinity Mobile and Your Comcast Email

Canceling home internet doesn’t shut off Xfinity Mobile, but it makes the mobile bill more expensive. How much more depends on when the mobile plan started:

Plans purchased or upgraded on or after April 22, 2026: you lose the $10-per-month multi-product discount, but there’s no standalone mobile fee.⁶
Plans purchased between March 22, 2024 and April 21, 2026: a $25-per-month standalone mobile fee kicks in per account.⁶
Plans purchased before March 22, 2024: that $25 monthly fee applies per line, not per account. A family with three lines pays $75 extra.⁶

Your comcast.net or xfinity.com email address can survive cancellation, but only if you logged into that inbox at least once during the 90 days before your disconnection date. After that, you need to sign in at least once every nine months to keep the account active.¹ If that address is tied to your bank, your doctor, or anything else important, log in now, before you cancel. Recovering access after the fact is a much bigger hassle than the cancellation itself.

The Final Bill and Any Refund

Your final bill includes prorated charges for the days you used service in the last cycle, plus any outstanding equipment charges or ETFs.¹ Pay it. An unpaid final balance goes to collections and lands on your credit report, which isn’t worth fighting over a partial month of internet.

If you’re owed money back, the refund path depends on what Xfinity has on file:

If a payment method is on file, the refund goes back to your last payment method in about four to six weeks after equipment is returned.⁷
With no payment method and a refund over $500, a check arrives by mail in five to eight weeks.⁷
With no payment method and a refund of $500 or less, Xfinity emails a link to claim it. If you don’t click within 15 days, a prepaid card is mailed to your service address in about seven to fifteen business days.⁷

Update your mailing address and email on file before you cancel. Refund checks and claim emails go to whatever Xfinity has on record. If you’ve already moved, that money could end up at the old apartment.

Consider a Seasonal Hold Instead

If you’re only leaving temporarily — a summer elsewhere, extended travel, a seasonal home — a full cancellation isn’t the only option. Xfinity offers a seasonal hold that keeps the account active at a reduced cost, with no equipment return and no re-signup when you come back. Request one at comcastseasonal.com.⁵ Worth a look before committing to a full disconnect if you’ll be back at the same address within a few months.

Military Orders and Bereavement

Active-duty service members can cancel without paying an ETF under the Servicemembers Civil Relief Act when they receive orders for a permanent change of station or a relocation of 90 days or more to a location the provider doesn’t serve. The contract must have been signed before those orders came through. Submit the request in writing — by hand delivery, email, or the normal cancellation process — with a copy of your orders attached. Provider-owned equipment must be returned within 10 days after service disconnects, and any refund for prepaid service beyond the termination date is due within 60 days.⁸

When the account holder has died, Xfinity waives any ETF. Submit the documentation through Xfinity’s online bereavement support page or call customer service to open a case; they’ll email a secure upload link. If the account included Xfinity Mobile with a device payment plan, the remaining device balance is forgiven when the phone is returned.⁹

1
Xfinity. What to Know When Canceling Your Xfinity Services
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Xfinity Support. How to Return Your Xfinity Equipment
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Fox 59. FCC Pushes to Ban Cable Cancelation Fees
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Xfinity Support. Set Up or Turn Off Automatic Payments on Your Xfinity Account
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Xfinity. How to Cancel, Pause, or Move Your Xfinity Services
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Xfinity Support. What Happens With My Xfinity Mobile Account if I Move to a New Address or Cancel My Other Xfinity Services
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Xfinity Support. What to Expect With a Refund From Xfinity
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Office of the Law Revision Counsel. United States Code Title 50 – 3956
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Xfinity Support. What to Do When an Account Holder Passes Away