Call Xfinity directly to start the cancellation process

Xfinity does not allow you to cancel online or through the mobile app. You must call their customer service line at 1-800-934-6489 to request cancellation. Have your account number ready — you can find it on your bill or in the Xfinity app. The representative will ask why you are leaving and may offer retention deals to keep you as a customer.

The call typically takes 15 to 30 minutes. The representative will confirm your service address, review any outstanding charges, and discuss your final bill. If you are under a contract, they will explain early termination fees at this point. Write down the cancellation date they give you and ask for a confirmation number.

Key Takeaways

  • Call 1-800-934-6489 to cancel; this is the only way to start the process.
  • Have your account number and service address ready before you call.
  • Early termination fees apply if you are in a contract, and the representative will tell you the exact amount.
  • Your final bill will include prorated charges for the days you used service in your cancellation month.
  • Return all Xfinity equipment (modem, router, cable box) by the deadline or face equipment fees.

Understand early termination fees and contract terms

If you signed a contract with Xfinity, canceling before the end date triggers an early termination fee. This fee varies but typically ranges from $120 to $240 depending on how much time remains on your agreement. The representative will calculate the exact amount based on your contract end date and tell you during the call.

If you are month-to-month with no contract, there is no early termination fee. You only pay for the service you used through your cancellation date, plus any outstanding balance on your account. Ask the representative whether you are under contract before you hang up — this determines what you owe.

Return equipment by the deadline to avoid extra charges

Xfinity will tell you a deadline to return all equipment — usually 30 days from your cancellation date. Equipment includes the modem, wireless router, cable box, and remote controls. Pack everything in a box and take it to an Xfinity store, or use the prepaid shipping label they mail to you.

If you do not return equipment by the deadline, Xfinity charges you a non-return fee for each item, typically $100 to $150 per device. Keep your receipt or tracking number as proof of return. If you use the mail option, request signature confirmation so you have evidence the package arrived.

Review your final bill for prorated charges and outstanding balances

Your final bill will arrive within one to two weeks of your cancellation date. It includes charges for the days you used service in your cancellation month (prorated), any early termination fees, and any equipment not returned. If you had autopay set up, Xfinity will charge your payment method for the final amount.

Check the bill against what the representative told you during your cancellation call. If charges do not match, call customer service again with your confirmation number and ask them to review the charges. Disputes are easier to resolve while your account is still active.

Know what happens to your phone or internet if you bundle services

If you have bundled services — for example, internet and phone together — canceling one service does not automatically cancel the others. Tell the representative exactly which services you want to cancel. If you keep internet but cancel TV, your bill will drop but your internet service continues. If you cancel everything, all services stop on your cancellation date.

If you have Xfinity phone service and a phone number tied to your account, ask the representative how to port that number to another provider before cancellation. Some providers can port the number during the cancellation call; others require you to set it up with your new provider first. Do this before your cancellation date or you may lose the number.

Explore alternatives if you want to keep internet or TV

If you are canceling because of price or service issues, ask the representative about downgrading instead of canceling. You might switch to a lower-tier internet speed, remove premium TV channels, or move to a different package that costs less. Downgrading does not trigger early termination fees and keeps your service active.

If you are leaving for another provider, compare what you will pay elsewhere against Xfinity's retention offer. Some people find that switching providers saves money in the first year but costs more after promotional rates end. Factor in equipment return deadlines and any setup fees with the new provider when you decide.

Frequently Asked Questions

Can I cancel Xfinity online or through the app?

No. Xfinity requires you to call 1-800-934-6489 to cancel. You cannot start the process through their website or mobile app. The company uses phone calls to give customers a chance to discuss retention offers before the account closes.

What if I move and want to cancel service at my old address?

Call the cancellation line and tell the representative you are moving. They can cancel service at your current address and discuss whether Xfinity is available at your new address. If it is, they may transfer your service instead of canceling. If it is not, they will process a full cancellation.

How long does it take for my service to actually stop after I call?

Service stops on the cancellation date the representative gives you during the call. This is usually within 3 to 7 days, but you can request a specific date. Your modem and cable box will stop working after that date, so plan your final day of use accordingly.

Do I have to pay the early termination fee if I move out of Xfinity's service area?

No. If you move to an area where Xfinity does not operate, the early termination fee is waived. You will need to provide proof of your new address. The representative can check whether Xfinity serves your new location during the cancellation call.

What if I never received my final bill?

Contact Xfinity customer service with your cancellation confirmation number and ask them to resend the final bill or provide the amount owed. They can email or mail it to you. If you had autopay, check your bank or credit card statement to see if the charge posted — that confirms what Xfinity charged you.