Table of Contents

How Can I Cancel My Xfinity Internet? A Comprehensive Guide

Alright, so you’re ready to ditch Xfinity internet. Whether you’ve found a better deal, are moving out of their service area, or simply no longer need the connection, canceling can seem daunting. Don’t worry, it’s actually quite straightforward. The primary method is to contact Xfinity directly, either by phone or in person at an Xfinity store. However, there are crucial steps to follow to ensure a smooth and hassle-free cancellation. Let’s break it down.

The Cancellation Process: A Step-by-Step Guide

Here’s the real deal on getting your Xfinity internet service cancelled:

Gather Your Account Information: Before you do anything, locate your Xfinity account number. This is essential for identification and will speed up the cancellation process. You can find it on your bill, either the paper version or online. Also, have your service address and personal identification information (like the last four digits of your Social Security number) ready.
Choose Your Cancellation Method:
- Phone: The most common method is to call Xfinity customer service. Dial 1-800-XFINITY. Be prepared for potentially long hold times and sales pitches aimed at retaining you as a customer. Be polite but firm about your decision to cancel.
- In Person: Visiting an Xfinity store allows for face-to-face interaction and can sometimes expedite the process. Use the Xfinity store locator on their website to find the nearest location. This is a great option if you prefer a more direct approach or have equipment to return immediately.
- Online Chat (Potentially): While not always the most reliable method for final cancellation, Xfinity’s online chat support can sometimes initiate the process or provide you with the necessary information. However, be prepared to be directed to call or visit a store for the actual cancellation. Note that, you cannot cancel your Xfinity Internet subscription via email.
Inform the Representative of Your Intent to Cancel: Clearly state that you want to cancel your Xfinity internet service. Provide your account information and the date you want the service to be disconnected. Be specific, as this avoids any misunderstandings about billing.
Inquire About Early Termination Fees (ETFs): If you’re under a contract, ask about any early termination fees that might apply. Understanding the fee structure allows you to make an informed decision. Weigh the cost of cancellation against continuing the service until the contract expires.
Arrange for Equipment Return: Xfinity requires you to return their equipment, such as the modem and router (if you are renting). Ask the representative for specific instructions on how and where to return the equipment. Failing to return the equipment will result in significant charges to your account. Obtain a receipt as proof of return; keep it safe! You have the following equipment return options:
- Xfinity Store: Returning equipment to an Xfinity store is usually the easiest and most efficient method.
- UPS Store: Xfinity often provides prepaid shipping labels for returns via UPS. Follow their instructions carefully and keep the tracking number.
- Professional Install Tech: You can return the equipment to the technician if you have another service that requires the technician to visit your house for the service.
- Xfinity Home Service Technician: You can return the equipment to the technician if you have an Xfinity home service that requires the technician to visit your house for the service.
Confirm the Cancellation and Request Confirmation: Once the cancellation is processed, request a cancellation confirmation number or email. This serves as proof that you initiated the cancellation. Review the final bill to ensure that the cancellation was properly noted.
Monitor Your Final Bill: Keep an eye on your final bill to make sure it reflects the cancellation date and any applicable credits. Contact Xfinity immediately if you notice any discrepancies.

Essential Tips for a Smooth Cancellation

Be polite but firm: Customer service representatives are more likely to be helpful if you treat them with respect. However, stand your ground if you’re sure about your decision to cancel.
Keep records: Document everything, including the date and time of calls, the name of the representative you spoke with, and any confirmation numbers.
Return equipment promptly: Don’t delay returning equipment, as this can lead to late fees.
Take photos: When returning equipment, take photos of the equipment before handing it over, the return receipt, and any tracking information. This can be invaluable in case of disputes.
Escalate if necessary: If you encounter problems, don’t hesitate to ask to speak to a supervisor or escalate the issue to a higher level of support.

Frequently Asked Questions (FAQs)

Here are some frequently asked questions about cancelling Xfinity internet:

1. Can I cancel my Xfinity internet service online?

Generally, no, you cannot fully cancel your Xfinity internet service online. While you might be able to initiate the process through their online chat, you’ll likely need to speak with a representative via phone or visit an Xfinity store to complete the cancellation.

2. Will I be charged an early termination fee (ETF) if I cancel my Xfinity internet service before my contract ends?

Yes, you will likely be charged an ETF if you cancel your service before your contract’s term is up. The fee amount varies depending on the remaining months of your contract. Review your contract carefully to understand the specific ETF structure.

3. How do I avoid paying an early termination fee?

There are a few potential ways to avoid an ETF:

Moving to an area where Xfinity doesn’t offer service: If you can provide proof of your new address outside of Xfinity’s service area, they may waive the ETF.
Negotiating with Xfinity: Sometimes, you can negotiate with Xfinity to waive the ETF, especially if you’re switching to another Xfinity service or experiencing significant service issues. Be prepared to explain your situation and request a waiver.
Contract transfer: You may be able to transfer the contract to another person, such as a new tenant in your old home.

4. What if I’m moving and want to transfer my Xfinity internet service to my new address?

In this case, you don’t need to cancel. Contact Xfinity to schedule a service transfer to your new address. There might be a transfer fee, but it’s typically less than an ETF. Ensure that Xfinity services are available at your new location.

5. What happens if I don’t return the Xfinity equipment after cancelling my service?

Failure to return the Xfinity equipment will result in significant charges to your account. The charges can be substantial, often equivalent to the full retail price of the equipment. Return the equipment promptly and obtain a receipt to avoid these charges.

6. How long do I have to return the Xfinity equipment after cancelling my service?

Xfinity usually gives you 30 days to return the equipment after your service is disconnected. However, it’s best to confirm the exact timeframe with the representative during the cancellation process.

7. What if I’ve already returned the equipment, but Xfinity says I haven’t?

This is where keeping records becomes crucial. Provide Xfinity with your return receipt and tracking information (if applicable). If you don’t have these documents, try to recall the date, location, and any details about the return. Escalate the issue to a supervisor if necessary.

8. Can I cancel my Xfinity internet service if the account is not in my name?

No, you cannot cancel the service if the account is not in your name. Only the account holder or an authorized user can cancel the service.

9. How can I find the nearest Xfinity store to return my equipment?

Use the Xfinity store locator on their website (xfinity.com) to find the nearest location. You can search by zip code or city.

10. Will my Xfinity email address be deactivated after I cancel my internet service?

Yes, your Xfinity email address will typically be deactivated after you cancel your internet service. It’s best to switch to a different email provider (like Gmail or Outlook) before cancelling to avoid losing access to your emails.

11. Can I pause my Xfinity internet service instead of cancelling it?

Xfinity does offer a “Seasonal Convenience Plan” that allows you to temporarily suspend your internet service. This is a good option if you’re going to be away for an extended period and don’t want to completely cancel your service. Contact Xfinity to learn more about the eligibility criteria and associated fees.

12. What should I do if I’m having trouble cancelling my Xfinity internet service?

If you encounter problems cancelling your service, don’t give up. Keep detailed records of all your interactions with Xfinity. If you’re not getting anywhere with customer service, try escalating the issue to a supervisor or filing a complaint with the Better Business Bureau (BBB) or the Federal Communications Commission (FCC).