If a Primary user or account holder passes away, we’ll do all we can to help you through this difficult time. We’re sorry to hear of your loss.

You may close the account permanently or transfer ownership of the deceased’s account to yourself. Begin the process here, and read below for instructions.

If you need to change the ownership of an account for other reasons, refer to Changing ownership of an Xfinity account.

Closing the account

If you would like to close the account, take these steps:

Visit our bereavement support page on xfinity.com.
Review the steps on the page and click Continue.
Choose Close the account permanently and upload the documents listed.
Enter information about the deceased and yourself and click Continue. Please note some fields are required.
Disconnect services on the account. You have a few options:
- For a date in the past, select A Different Date to Disconnect. This is available up to 120 days before today's date.
- To disconnect the services as soon as possible, choose Disconnect now.
- To continue service for a while, choose Select a different date to disconnect, then select a date to disconnect that’s up to 60 days after today.
Click Continue once you choose when to disconnect the services.
Let us know where to mail the final statement. When you’re done, click Continue.
- You can choose an address already associated with the account or enter a new one.
Review all the information you entered to make sure it’s correct, then click Submit.
Read the confirmation message, including the information on how to return any equipment.

For additional information regarding this process including refunds, refer to Account change request FAQs.

Transferring account ownership

If you'd like to transfer ownership of the account to yourself, take the following steps:

Visit our bereavement support page on xfinity.com.
Review the steps on the page and click Continue.
Choose Transfer account ownership to me and upload the requested documents.
Accept the terms and conditions, then enter information about the deceased and yourself, and click Continue.
- Please note some fields are required.
Review all the information you entered to make sure it’s correct, then click Submit.
Read the confirmation message letting you know we’ll be in touch with you when the transfer process is complete, or if there's any additional information we need.

FAQs

How will I receive any refunds owed on the account?
All refunds are processed within 30 days of the disconnect date. All equipment must be returned prior to any refunds being processed. For details, see xfinityrefunds.com customer experience overview.

What should I do with the equipment when disconnecting an account due to death or equipment I no longer want after taking over an account?
All Xfinity equipment (TV Boxes, remotes, power cords, modems etc.) should be returned to your local Xfinity Retail Store or to your nearest UPS location.

Is there an early termination fee if I disconnect an account?
No. An early termination fee is not applied when an account is disconnected due to the death of the account holder/Primary user.

Is there an early termination fee if I disconnect an Xfinity Mobile account?
No. An early termination fee is not applied when an Xfinity Mobile account is disconnected due to the death of the account holder or Primary user. However, the final bill will include the remaining balance of the device payment plan if they are keeping the device. If they are returning the device, the remaining balance on the device payment plan will be forgiven.

How do I submit the documentation needed?
There are two ways you can submit required documentation:

Visit our self-service bereavement support page and follow the instructions provided, or
We can open a case for you.

You’ll receive an email with a link where you can securely upload your documents.

Contact us

In the event you can't use the bereavement support page, contact us.