What to do when an account holder passes away

If the account holder or Primary user has passed, Xfinity is here to help. Xfinity is sorry for your loss.

You can close the account or change the account into your name. Begin the process here, then follow the steps below.

If you need to change who owns an account for another reason, refer to changing ownership of an Xfinity account.

Closing the account

To close the account, follow these steps:

1. Visit the bereavement support page on xfinity.com.
2. Read the steps on the page. Then click Continue.
3. Pick Close the account permanently. Then upload the listed documents.
4. Enter information about the person who died and yourself. Then, click Continue. Some fields must be filled in.
5. Choose when to turn off the services.
   • For a past date, choose A Different Date to Disconnect. You can pick a date up to 120 days before today.
   • To turn off services as soon as you can, choose Disconnect now.
   • To keep service for now, choose Select a different date to disconnect. Then pick a date up to 60 days after today.
6. Click Continue after you choose when to turn off services
7. Tell Xfinity where to mail the final bill. When you’re done, click Continue.
   • You can pick an address on the account or type a new one.
8. Check the information you entered. Make sure it is right. Then click Submit.
9. Read the message. It tells you how to return any equipment.

For more about this process including refunds, see changing ownership of an Xfinity account.

Transferring account ownership

If you want to move the account into your name, follow these steps:

1. Visit our bereavement support page on xfinity.com.
2. Read the steps on the page. Then click Continue.
3. Choose Transfer account ownership to me. Then upload the asked for documents.
4. Agree to the terms. Then enter information about the person who passed and yourself. Click Continue.
   • Some fields must be filled in.
5. Check the information you entered. Make sure it is right. Then click Submit.
6. Read the message. It tells you Xfinity will contact you when the transfer is done. You may be contacted if more information is needed. 

FAQs

How will I get any refund from the account?
Refunds are sent within 30 days after the service is turned off. You must return all equipment before any money is sent back. For details, see xfinityrefunds.com customer experience overview.

What should I do with equipment when I close or take over an account?
Return all Xfinity equipment. This includes TV Boxes, remotes, power cords, and modems. You can take it to your local Xfinity Retail Store or to the nearest UPS location.

Will I pay an early termination fee if I close an account early?
No. There is no fee when an account is closed because the account holder or Primary user passed.

Can I take ownership of an Xfinity Mobile account if the account holder passes away?
Yes. If you take over an Xfinity Mobile account, you must agree to pay the rest of the device payment plan (DPP) installments. 

Can I close a deceased person’s Xfinity Mobile account?
Yes. The account can be disconnected with all associated Xfinity Mobile lines on it. Any remaining DPP installments are billed as a lump sum on the final bill. 

Am I charged the full DPP amount for the person who passed away?
If the device is returned to Xfinity, the remaining DPP installments will be waived for their device(s).

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

• Visit the bereavement support page and follow the instructions provided, or
• Xfinity 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.