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
If you would like to close the account, take these steps:
- Visit the Account Change Request page on xfinity.com.
- Choose Account change from the Type of request options.
- Choose Customer has passed away from the Reason for request options.
- Review the details on the page and click Continue.
- Choose the account that needs to be closed.
- Choose Disconnect the account.
- Enter information about the deceased and yourself, upload the documents listed, 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, you can choose up to 120 days before today's date.
- For a future date, you can choose up to 60 days after today.
- You can also choose to disconnect now.
- Click Continue once you choose when to disconnect the services.
- Let Xfinity 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.
- Review the details and click Done when you feel ready to complete the process.
- Read the confirmation message and click the links for help if you need more information.
For more about this process including refunds, see changing ownership of an Xfinity account.
Transferring account ownership
If you'd like to transfer ownership of the account to yourself, take the following steps:
- Visit the Account Change Request page on xfinity.com.
- Choose Account change from the Type of request options.
- Choose Customer has passed away from the Reason for request options.
- Review the details on the page and click Continue.
- Choose the account that needs to be transferred.
- Choose Transfer the account.
- Enter information about the deceased and yourself, upload the documents listed, and click Continue. Please note some fields are required.
- 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.
- Review the details and click Done when you feel ready to complete the process.
- 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.
Steps for non-account holders or unauthorized users
If you are not currently an Xfinity customer or are not an authorized user on the deceased’s account, Xfinity can still help. Please follow these steps:
- Visit our Account Change Request page on xfinity.com.
- Choose Account change from the Type of request options.
- Choose Customer has passed away from the Reason for request options.
- Pick how you would like to search for the account. You can use the account holder’s name and service address or their account number.
- Choose if you would like to Disconnect the account or Transfer the account.
- Review the terms & conditions and check the box to accept.
- Click Continue.
- Fill out the forms with information about the deceased and yourself.
- Upload any documents needed.
- For disconnects, provide the date you want to disconnect service. You have three options:
- Today.
- Up to 60 days in the future.
- Up to 120 days in the past.
- Review all the information you entered to make sure it’s correct, then click Submit.
- Review the details and click Done when you feel ready to complete the process.
- Read the confirmation message letting you know Xfinity will be in touch with you when the disconnect or transfer process is complete, or if there's any more information 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 Account Change Request 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 Account Change Request page, contact us.
