Call Xfinity directly to start the cancellation process

The fastest way to cancel Xfinity is to call their customer service line at 1-800-934-6489. Have your account number ready — you'll find it on your bill or in the Xfinity app. When you call, tell them you want to cancel, not downgrade or pause service. Xfinity will likely offer you discounts or package changes to keep you as a customer; if you're set on leaving, say so clearly.

The phone call usually takes 15 to 30 minutes. During this time, Xfinity will ask why you're leaving and may transfer you to a retention specialist who has authority to offer deals you won't see online. If none of those offers work for you, the representative will process your cancellation and give you a final bill amount, a service end date, and instructions for returning equipment.

You can also start cancellation through the Xfinity app or website by logging into your account and navigating to the cancellation or account settings section, but you'll still need to speak with someone by phone to complete it. Chat support can answer questions but cannot finalize a cancellation.

Key Takeaways

  • Call 1-800-934-6489 with your account number ready; this is the only way to fully cancel rather than pause or downgrade service.
  • Xfinity will offer discounts or package changes during the call — decide beforehand whether you're willing to negotiate or want to leave no matter what.
  • You must return all Xfinity equipment (modem, router, cable box, remote) by the date they give you, or you'll be charged a non-return fee.
  • Your final bill will include prorated charges through your service end date plus any unreturned equipment fees, and will arrive by mail or email within two weeks.
  • If you're canceling because of a service problem, ask about a service credit before you hang up — representatives can sometimes apply one to your final bill.

What happens to your equipment and final bill

When you cancel, Xfinity owns the modem, router, cable box, and remote you've been using. You must return these items by the date the representative gives you. Most Xfinity locations accept returns in person, or you can request a prepaid shipping label through your account. If you don't return equipment, Xfinity will charge you a non-return fee — typically $100 to $150 per device, depending on what you have.

Your final bill will arrive within two weeks of your service end date. It will include charges for any service used after your last regular billing cycle (prorated to the day you cancel), taxes, and any unreturned equipment fees. If you had a promotional rate that was ending soon anyway, canceling early won't trigger an early termination fee — Xfinity only charges those if you're under a contract and break it before the term ends. Check your account or ask the representative whether you're in a contract before you cancel.

If you paid for service in advance or have a credit balance, Xfinity will refund it to your original payment method within 7 to 10 business days after your service ends.

Timing: when your service actually stops

Xfinity typically cancels service within 24 to 48 hours of your phone call, though you can request a specific end date up to 30 days in the future. If you need internet or TV to work until a certain day — for example, until your new provider's service starts — tell the representative the exact date you want to stay active through. They will schedule the cancellation for that date.

Your cable and internet will stop working at the time Xfinity specifies, usually in the early morning. If you're switching to another provider, coordinate the timing so your new service is already active before Xfinity cuts off. Many people schedule their new provider to start the same day Xfinity ends, but there's often a gap of a few hours or a day. Plan for that gap by having a mobile hotspot or knowing where you can access internet if you need it.

Returning equipment without a store visit

If you don't want to go to an Xfinity store, you can return equipment by mail. After you cancel, log into your Xfinity account or call 1-800-934-6489 again and ask for a prepaid shipping label. Xfinity will email you a label that you can print or show on your phone at the shipping location. Pack all equipment in a box, attach the label, and drop it off at a UPS, FedEx, or USPS location depending on which carrier Xfinity uses for your area.

Keep the tracking number until Xfinity confirms receipt. This usually takes 5 to 10 business days after you ship it. If Xfinity doesn't show the return in their system after two weeks, call them with your tracking number to verify they received it. Without proof of return, you'll be charged the non-return fee even if the equipment was lost in transit.

What to do if you're locked in a contract

If you're within a contract term — usually 12 or 24 months — Xfinity will charge an early termination fee to cancel before the contract ends. This fee is typically $120 to $240, depending on how much time is left on your contract. The representative will tell you the exact amount when you call.

You have a few options. You can pay the fee and cancel immediately. You can wait until your contract ends (the representative will tell you the end date). Or, if you're canceling because Xfinity raised your rates or changed your service, you may be able to negotiate. Ask the representative whether a service credit or rate reduction would keep you as a customer, or whether they can waive or reduce the early termination fee. They don't always say yes, but they have the authority to try.

If you're moving and your new address is outside Xfinity's service area, you may not owe an early termination fee. Tell the representative your new address and ask whether it qualifies for a waiver. Some areas are covered; others aren't.

Switching to a new internet or TV provider

Before you cancel Xfinity, research and sign up with your new provider. Most providers need 5 to 10 business days to install service or activate it, so don't cancel Xfinity until your new service is confirmed to start. If your new provider uses your own modem (rather than renting one), buy or order it ahead of time so it arrives before your Xfinity service ends.

When you call to cancel Xfinity, tell the representative your new provider's name and your new service start date. This helps them schedule your Xfinity end date to overlap with your new provider's start date. If there's a gap, you'll be without service for a day or two — that's normal and usually unavoidable because different companies work on different schedules.

After you cancel Xfinity, your email address associated with your Xfinity account will stop working if you were using an Xfinity.com email. Set up a new email address with your new provider or a free service like Gmail before your Xfinity service ends, and update any accounts that use your Xfinity email.

Frequently Asked Questions

Will I owe an early termination fee if I cancel Xfinity?

Only if you're in an active contract and cancel before it ends. The representative will tell you the exact fee when you call. If you're moving outside Xfinity's service area, ask whether that waives the fee. If you're canceling because of a rate increase or service issue, ask whether they can reduce or waive it — they sometimes can.

How long do I have to return equipment after I cancel?

Xfinity will give you a specific return deadline when you cancel, usually 7 to 14 days. If you miss it, you'll be charged a non-return fee per device. Return equipment by mail with a tracking number, or in person at an Xfinity store, and keep proof of return until Xfinity confirms they received it.

Can I cancel Xfinity online without calling?

You can start the process online through your account, but you must complete it by phone with a representative. Xfinity does not allow full cancellation through their website or app alone.

What if I want to pause service instead of canceling?

Tell the representative you want to suspend service, not cancel. Suspension usually lasts 30 to 90 days and doesn't charge you during that time, though you still own the equipment. When you're ready to resume, you can turn it back on without reactivation fees. This is useful if you're traveling or temporarily without a need for service but might want it back later.

Do I get a refund if I've paid in advance?

Yes. If you paid for service ahead of your cancellation date or have a credit balance on your account, Xfinity will refund it to your original payment method within 7 to 10 business days after your service ends.