How to Cancel Xfinity Service for You or a Deceased Loved One

Updated

Canceling your service with Xfinity, formerly known as Comcast, for you or a deceased loved one takes a bit more effort than you’d probably like. But don’t worry. We’re going to take you through the steps so you at least know what to expect, even if we can’t alleviate some of the issues that may arise.

Jump Ahead:

In 2014, customers voted Xfinity as the most hated company in the United States. And for many reasons. You don’t get to be known for having the worst customer service around and expect people (and employees) won’t be swapping stories. Read on.

How to Cancel Your Own Xfinity Service

Anyone who’s gone through the Xfinity cancellation process doesn’t recommend that you offer more information than is necessary. The consensus is that the more information you provide to Xfinity, the more likely you’ll regret doing so. See FAQs for why. For now, here’s what you’ll have to do.

Option 1: Canceling your service via online form submission

One way to start canceling your service via the online route is to fill out a form. You’ll enter the following contact information:

  • The best phone number to contact you.
  • The best time to contact you.
  • The preferred email address they can use to contact you.
  • The reason for your cancelation; you’ll have four options in a drop-down menu.

You’ll have the option to offer feedback before you click ‘submit,’ but you may be better off leaving this section blank for reasons we’ll get into later. Once you submit, be prepared. Xfinity may take up to two days to return your request and contact you.

Option 2: Canceling your service via online chat

Another way to start canceling your service is to chat with a representative via their website — sort of like an SMS or DM. Your option will be to continue to use the chat service, or you can opt to have them call you at a scheduled time. 

The information they’ll need is the same as above.

Option 3: Connecting with Xfinity via telephone

Unfortunately, you’re going to have to speak with their retention department at some point. Here’s what you should expect during that phone call:

  • When you call to cancel, you’ll be speaking with their customer retention department. If you are not speaking with someone who works in retention, ask to be transferred to their department.
  • The service rep will pressure you for a cause as to why you’re leaving. If the reason isn’t “good enough,” you’re going to run into roadblocks.
  • They are also going to make every effort to retain you as a customer — but remain firm.
  • You’ll be given a window to return the equipment, and you should do this sooner than later.
  • Be proactive. When you have returned your equipment, call Xfinity to verify you’ve fulfilled what’s necessary. You’ll be glad you did.
ยป MORE: Keep a loved one's memory alive by creating a diamond from their ashes.

 

How to Cancel a Deceased Loved One’s Xfinity Service

Anyone can contact Xfinity to disconnect the account of the holder/primary user. Read on for the steps you’ll need to take.

Step 1: Obtain a copy of your loved one’s death certificate and scan it as a PDF

To perform most executor duties on behalf of your deceased loved one, you’ll need a copy of their death certificate. In the case of their Xfinity account, any cancelation request will require a PDF copy sent to them electronically.

Step 2: Contact Xfinity

Contact Xfinity to obtain an “account change request.” Provide the requested information and return it to the appropriate email address for customer service. You’ll need to include the following information:

  • Account holder’s full name
  • The address of the account holder/primary user
  • Account holder’s date of death
  • Your name and necessary contact information

Step 3. Return equipment

Xfinity gives you 120 days to return the equipment listed on the service agreement. You can drop it off at a location near you or mail it to them. Just make sure to follow all of their directions to reduce any problems.

What is the liability for early termination fees?

None — in this case. Survivors are released from the liabilities of their loved one's account. I spoke with a customer service agent who said that the Early Termination Fees (ETFs) are automatically waived in disconnect orders with the reason code 'account holder deceased.' 

Canceling Xfinity Service: FAQs

This is the tricky section where we’ve discovered the good, the bad, and the ugly to canceling your Xfinity service. Take a look.

Can you cancel Xfinity at any time?

Unfortunately, no. There are only specific reasons wherein you’ll be able to cancel your service. For instance, if you tell them that you’re moving to an area where they also provide service, you will be required to transfer your service to that new address. 

Your best bet is to: 

  • “Move” to a location without Xfinity, like Halifax, Ushuaia, or Husavik.
  • “Move-in” with someone who already has the service.
  • Experience a natural disaster. They will check — be warned.
  • Be unaware of your pending address. I’ll let you figure out how to convey that one.
  • Be friendly even if you don’t feel like it. You’ll get the service you want without problems.

You don’t want to:

  • Tell them the truth about their service speed, because they’ll offer you a package.
  • Tell them about their overpriced service, because they’ll offer a discount.
  • Let them put you off to another day because they’re trying to wear you down.
  • Be rude because they might stop sending bills, and you won’t know until the collection notice arrives.

Does Xfinity charge a fee to cancel your service?

Xfinity will not charge you to cancel a service for a deceased love one. There will also be no charge if cancelation falls within the 30-day installation window.

However, they can (and often will) charge you an Early Termination Fee (ETF). Their fee schedule is $10 per month remaining on your contract. 

How long do you have to return Xfinity equipment?

120 days. The easiest way to return their equipment is to drop it off at a store. Otherwise, follow the directions when you mail it in, or you may receive some extra charges atop all the hassle. 

Cancelling Xfinity’s Service

Whether you're canceling service for yourself or a deceased loved one, this may feel like you're building a problem rather than solving one. It's unfortunate, especially when tough times come along. The last thing you need is a lot of hassle. 

If you’re already preparing your end-of-life plan, make sure to include Xfinity service on your digital assets to-do checklist.


Sources:

  1. Xfinity. (2020, March 19). How to Cancel Your Xfinity Instant TV Service. https://www.xfinity.com/support/articles/cancel-xfinity-instant-tv-service
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