Quick Summary
- Best for most people: Call 1-800-XFINITY (1-800-934-6489) and say “cancel service”
- Early termination fee: $10 per remaining month on contracts (12-month: up to $110, 24-month: up to $230)
- Equipment return deadline: 10 days after cancellation to avoid fees
- Equipment return fees: ~$110 per unreturned device (cable boxes, modems, DVRs)
Before You Cancel: Consider These Alternatives
Pause/Suspend Service
Xfinity offers seasonal convenience plans for customers with vacation homes or seasonal residences. You’ll pay a discounted monthly rate during the suspension period. Visit comcastseasonal.com or call 1-800-XFINITY for details.
Reduce Your Bill/Downgrade
Contact Xfinity retention specialists to explore downgrade options. You can cancel TV service while keeping internet, switch to a lower internet speed tier, or negotiate promotional pricing. Many customers save significantly by canceling cable TV and keeping only internet service.
Transfer Service (for moves)
If you’re moving within Xfinity’s service area, you can transfer service with no early termination fees by calling 1-800-XFINITY. Complete your online moving form up to 30 days before your move for a seamless transition.
Negotiate Retention Offers
When you call to cancel, you’ll be transferred to retention specialists who will offer substantial discounts, free premium channels, or upgraded services. These offers can provide significant savings, but evaluate them carefully against alternatives like streaming services.
How to Cancel Your Xfinity Account
Phone (Primary Method)
Phone: 1-800-XFINITY (1-800-934-6489)
Hours: 24/7 technical support, limited hours for billing (Monday-Saturday 7AM-9PM)
Before you call:
- Have your account number and last 4 digits of SSN ready
- Note your contract end date to calculate potential early termination fees
- Prepare your reason for canceling (avoid retention offers by being firm)
- List equipment that needs to be returned
What to expect:
- When the automated system asks for your reason, say “cancel service”
- You’ll be connected to customer service, then transferred to retention department
- Retention specialists will offer multiple deals to keep you as a customer
- Be polite but firm: “I appreciate the offers, but I need to cancel my service today”
- Ask for confirmation number and request email confirmation within 2 business days
- Confirm your final bill amount and equipment return requirements
Online/Website (Form Method)
Website: Visit xfinity.com/support/cancel-service
Process time: Representative will call within 2 business days
Steps:
- Complete the online cancellation questionnaire (5-10 questions)
- Provide detailed reason for canceling
- Xfinity will call you to confirm cancellation (don’t miss this call – they only try twice)
- This method still requires speaking to retention representatives by phone
Email (Not Available)
Xfinity does not accept cancellation requests via email for residential accounts.
Mail (Available)
Address:
Comcast Cable
ATTN: Service Change Requests
1701 JFK Blvd.
Philadelphia, PA 19103
Include in letter:
- Full name and account number
- Service address
- Phone number associated with account
- Reason for cancellation
- Requested cancellation date
- Signature and date
Note: You’ll receive a call from customer service within 2 days of them receiving your letter.
In-Person (Xfinity Stores)
Store Locator: Visit xfinity.com/local/store-offers
Typical Hours: 10AM-7PM (varies by location)
Process:
- Bring valid ID and account information
- Speak directly with representatives about cancellation
- Can return equipment during the same visit for immediate account credit
- May have more flexibility in negotiations than phone representatives
- Request written confirmation of cancellation
Understanding Xfinity Cancellation Fees
Early Termination Fees
Xfinity charges early termination fees if you cancel a contract before it expires:
| Contract Length | Starting ETF | Monthly Decrease | Maximum Fee |
|---|---|---|---|
| 12-month agreement | $110 | $10/month | $110 |
| 24-month agreement | $230 | $10/month | $230 |
Calculation: Multiply remaining months by $10. If you have 7 months left, your ETF is $70.
ETF Exceptions:
- Military deployment: Waived with documentation
- Death of account holder: Waived with death certificate or obituary
- Moving to Xfinity service area: No fee if you transfer service
- Moving to non-Xfinity area: ETF still applies
- First 30 days: ETF waived for new customers
Equipment Return Requirements
All Xfinity-provided equipment must be returned within 10 days after cancellation:
| Equipment Type | Must Return | Keep |
|---|---|---|
| Cable boxes (all types) | ✓ | |
| DVR boxes | ✓ | |
| Modems/gateways | ✓ | |
| Power cords | ✓ | |
| Remote controls | ✓ | |
| Ethernet cables | ✓ | |
| Coaxial cables | ✓ |
Equipment Return Fees
Standard fee: Approximately $110 per unreturned device, regardless of device type.
| Equipment Type | Typical Fee |
|---|---|
| Cable Box (HD/Standard) | ~$110 |
| DVR Box | ~$110 |
| Modem/Gateway | ~$110 |
| Xfinity Flex Box | ~$110 |
Other Fees
Late Payment Fee: $10 immediately upon missing payment, with 2-week grace period before service disconnection.
Professional Installation: $60-$100 (varies by location and complexity).
Self-Installation Kit: Usually free or low cost ($15-$30).
Equipment Return Process
What Equipment Must Be Returned
Contact Xfinity at the time of cancellation to get a specific list. Common rental equipment includes:
- All cable TV boxes and DVR units
- Internet modems and WiFi gateways
- Xfinity Flex streaming devices
- Power adapters for all devices
Important: You do NOT need to return remote controls, coaxial cables, or Ethernet cables.
Return Timeline/Deadline
Critical: You have only 10 days from cancellation to return equipment and avoid fees.
How Return Process Works
Option 1: UPS Store (Most Popular)
- Take equipment to any UPS corporate store (not UPS access points)
- Tell them “This goes to Comcast” – they’ll package and ship free
- UPS will complete a form with equipment serial numbers
- Get receipt with tracking information as proof
- Charges are reversed when equipment scans in at Xfinity warehouse
Option 2: Xfinity Store Drop-off
- Visit any Xfinity retail store or Comcast service center
- Bring valid ID and all equipment
- Get immediate receipt showing returned items and serial numbers
- Equipment is removed from your account immediately
Option 3: Digital Return Center
- Visit xfinity.com/returns after cancellation
- Select devices you’re returning and print prepaid shipping labels
- Package equipment securely and ship via provided labels
- Track shipment to ensure delivery
Option 4: FedEx (Limited Equipment)
- Only available for select equipment types
- Must package equipment yourself
- Use prepaid return label if provided by Xfinity
Shipping/Return Costs
- UPS Store: Free packaging and shipping
- Xfinity Store: Free drop-off
- Digital Return Center: Free prepaid shipping labels
- FedEx: Free with prepaid labels
Tips to Avoid Disputes
- Take photos: Document all equipment and serial numbers before returning
- Get receipts: Always obtain tracking confirmation or store receipt
- Use UPS corporate stores: Avoid UPS access points that may not offer free packaging
- Return within 10 days: Don’t wait – late returns still incur full fees
- Keep documentation: Save all receipts until charges are confirmed removed from your account
Common Cancellation Problems and Solutions
Problem: Long hold times and multiple transfers
Solution: Call during off-peak hours (mid-morning). Say “cancel service” to automated system to reach retention directly. Use callback feature to avoid holding.
Problem: Aggressive retention offers and pressure tactics
Solution: Be prepared for substantial offers (50%+ discounts, free premium channels). Stay firm: “I’ve made my decision to cancel.” Don’t feel obligated to explain detailed reasons.
Problem: Can’t reach retention department
Solution: Specifically say “cancel service” to automated system. If transferred incorrectly, ask representative: “Are you in retention/save department?” Request transfer if not.
Problem: Online cancellation form not working
Solution: Try phone cancellation instead. Some customers report forms aren’t received or processed. Phone method is more reliable for immediate confirmation.
Problem: Equipment return fees after returning items
Solution: Contact customer service immediately with your UPS or store receipt. Escalate to supervisor if needed. Equipment charges should reverse within 1-2 weeks of warehouse receipt.
Problem: Unexpected charges on final bill
Solution: Review your contract for early termination fees. If you believe charges are incorrect, request detailed bill explanation and escalate to billing department supervisor.
Tips for a Smooth Cancellation
- Review your contract first: Check for early termination fee obligations and promotional end dates
- Time your cancellation strategically: Consider waiting until contract expires or promotional pricing ends to avoid ETF
- Document everything: Record representative names, call times, confirmation numbers, and promises made
- Prepare for retention offers: Know your budget and research alternatives before calling so you can make informed decisions
- Return equipment immediately: Don’t wait – you only have 10 days to avoid substantial fees
- Use UPS stores: Most convenient option for equipment return with free packaging and shipping
- Get written confirmation: Request email confirmation of cancellation and final bill details
After Cancellation
Final Bill Information
Your final bill will include:
- Service charges through your cancellation date (typically not prorated)
- Early termination fees if applicable
- Equipment rental fees through return date
- Any unreturned equipment charges
- Outstanding balances from previous months
Account Closure Confirmation
You should receive confirmation within 2 business days via email or mail. Contact Xfinity if you don’t receive confirmation to ensure your cancellation was processed correctly.
Data Retention Policies
Xfinity typically retains customer account information for business purposes. Contact customer service for specific information about data deletion policies if desired.
Re-activation Policies
You can restart Xfinity service without penalties, but new customer promotional offers are typically reserved for customers who haven’t had service within 30-90 days. Former customers may qualify for win-back offers.
Frequently Asked Questions
Q: Can I cancel just TV service and keep internet?
A: Yes, each service can be canceled independently. However, you may lose bundle discounts and pay higher rates for standalone internet.
Q: Will I be charged an early termination fee?
A: Only if you have a contract agreement. ETF is $10 per remaining month. Check your account online under “Legal Agreements & Contracts” to verify.
Q: How long do I have to return equipment?
A: Only 10 days from cancellation date. This is shorter than most other providers.
Q: Can I cancel online without calling?
A: You can submit an online form, but Xfinity will still call you within 2 business days to complete the cancellation over the phone.
Q: What if I’m moving?
A: If moving within Xfinity service areas, transfer service to avoid ETF. If moving to non-service areas, ETF still applies even though service is unavailable.
Q: Can I avoid the early termination fee?
A: Generally no, unless you qualify for military deployment waiver, account holder death, or are within first 30 days of new service.
Need Help?
Escalation Options
If you encounter problems during cancellation:
- Ask to speak with a supervisor or retention manager
- Request reference numbers for all calls and document representative names
- Use social media (@XfinitySupport on Twitter) for public escalation
- Follow up with written complaints if phone support doesn’t resolve issues
Regulatory Complaint Options
- FCC: File complaints at consumercomplaints.fcc.gov for telecommunications issues
- State Public Utilities Commission: Contact your state’s utility regulatory authority
- Better Business Bureau: File complaints at bbb.org (Comcast has mixed BBB ratings)
Consumer Protection Resources
- FairShake: Platform specifically designed for resolving disputes with large companies like Comcast
- Consumer Financial Protection Bureau: For billing disputes and payment issues
- State Attorney General: Consumer protection divisions can assist with persistent billing problems
- Xfinity Forums: Community-based support at forums.xfinity.com
This guide reflects Xfinity’s policies as of July 2025. Comcast frequently updates terms and conditions – always verify current contract terms and fees with Xfinity directly. For the most up-to-date contact information and policies, visit xfinity.com.