Call Xfinity customer service to start the cancellation process

The only way to cancel Xfinity internet is to call their customer service line at 1-800-934-6489. You cannot cancel online, through the Xfinity app, or by email. When you call, have your account number ready — you'll find it on your bill or in the Xfinity My Account app.

Xfinity will ask why you're leaving and may offer you a lower rate to stay. If you've decided to leave, say so clearly. The representative will walk you through the cancellation, tell you when your service ends, and explain what happens to your equipment.

The call usually takes 10 to 15 minutes. Ask the representative to email you a cancellation confirmation with your final bill date — this protects you if there's a dispute later about when the service actually stopped.

Key Takeaways

  • Call 1-800-934-6489 to cancel; this is the only method Xfinity accepts.
  • Your service will stop on a date the representative gives you, usually within 7 to 30 days depending on your contract.
  • You must return all Xfinity equipment (modem, router, cable box) by the date they specify or face equipment fees.
  • Ask for a final bill estimate before you hang up so you know what to expect in the mail.
  • If you signed a contract with an early termination fee, you will owe it unless Xfinity waives it during the call.

Understand what happens to your equipment

When you cancel, Xfinity will tell you how to return the modem, router, and any other equipment they provided. Most customers can drop equipment at an Xfinity store or mail it back in a prepaid box. Ask during your cancellation call which option is faster in your area.

If you don't return the equipment by the important date, Xfinity will charge you a non-return fee — typically $100 to $200 per device. These charges appear on your final bill. Keep the tracking number if you mail equipment back, so you can prove Xfinity received it.

If you own your own modem (you bought it instead of renting from Xfinity), you keep it. The representative will tell you whether your modem is Xfinity-owned or yours during the cancellation call.

Know your final bill and any early termination fees

Your final bill includes charges through your cancellation date, plus any equipment fees if you don't return gear on time. If you signed a contract with Xfinity and cancel before it ends, you may owe an early termination fee — this varies but is often $10 to $15 per month remaining on the contract.

Some customers have had early termination fees waived during the cancellation call, especially if they've been loyal customers or if Xfinity offered a promotion that locked them into a contract. It doesn't hurt to ask, but don't count on it. The representative will tell you the exact amount before finalizing the cancellation.

Xfinity will mail your final bill within a week or two. If you set up autopay, make sure to turn it off after cancellation so you don't get charged again by accident.

Return equipment at an Xfinity store or by mail

During your cancellation call, ask whether you can drop equipment at a nearby Xfinity store or whether you need to mail it back. Dropping it off is usually faster and gives you a receipt on the spot. Find store locations at xfinity.com or by calling the number on your bill.

If you mail equipment back, Xfinity will provide a prepaid shipping label. Pack the modem, router, and cables carefully, and keep the tracking number. Take a photo of the package before you drop it off — this is your proof if Xfinity later claims they didn't receive it.

Return equipment by the important date the representative gives you. Even a few days late can trigger a non-return fee on your final bill.

What to do if you're locked in a contract

If you signed a promotional contract with Xfinity, your cancellation date may be locked in. Some contracts require you to stay for 12 or 24 months. If you cancel early, you owe the early termination fee for the months remaining.

During your cancellation call, ask the representative to review your contract terms. Some customers have had fees reduced or waived if they can show they were misled about the contract length or if they're moving to an area without Xfinity service. It's worth asking, but the representative has limited power to override the contract.

If you're moving and Xfinity doesn't serve your new address, mention this during the call — some areas allow fee waivers for moves outside service territory.

Cancel any bundled services at the same time

If you have Xfinity TV, phone, or mobile bundled with your internet, canceling internet alone may change your bundle discount. Ask the representative what happens to your other services and whether your rates will go up if you keep them.

Some customers find it cheaper to cancel everything at once rather than keep a service that loses its bundle discount. Get the numbers from the representative before you decide. If you want to keep TV or phone but drop internet, the representative will adjust your account during the same call.

Frequently Asked Questions

Can I cancel Xfinity internet without paying an early termination fee?

Only if your contract has ended or if you're moving to an area without Xfinity service. If you're still under contract, you owe the fee unless the representative waives it. Ask during your cancellation call — some representatives have discretion to reduce or remove the fee for long-time customers.

What if I don't return my modem by the important date?

Xfinity will charge you a non-return fee, usually $100 to $200, on your final bill. If you mail it back, keep the tracking number as proof of return. If Xfinity claims they didn't receive it, you can dispute the charge with your credit card company using the tracking information.

How long does it take for my internet to actually shut off?

The representative will give you a specific date, usually 7 to 30 days from your cancellation call. Your service will stop at the end of that day. If you need internet after that date, arrange a new provider before your Xfinity cancellation date.

Will I get a refund if I've already paid for the next month?

Xfinity will credit any overpayment to your final bill. If you've paid for a full month and cancel mid-month, you'll see a credit on your final bill statement. The amount depends on how many days of service you used.

What if I change my mind after canceling?

Call Xfinity back within a few days of your cancellation call. If your service hasn't been shut off yet, they can usually reverse the cancellation. Once your service is actually disconnected, you'll have to sign up as a new customer, which may mean losing any promotional rates you had.