Learn how to suspend a line on your Xfinity Mobile account and replace your device if it’s lost or stolen.

If you’re confident your device is lost or stolen, you can suspend Xfinity Mobile service for up to 14 days through your Xfinity Mobile account online or through the Xfinity app.

Notes:

While your line is suspended, billing for services and device payments will continue as scheduled.
If you’re suspending service to a phone with a paired smartwatch, service to the watch will also be suspended.
- To suspend service on the watch only, chat with an agent.
If you don’t contact us to resume or cancel the suspended line within 14 days, service will resume automatically.
- You’ll receive an email notification when service resumes.

Suspend Xfinity Mobile service through your Xfinity Mobile account online

Follow the steps below to suspend your Xfinity Mobile service for up to 14 days through your Xfinity Mobile account online:

Sign in to your Xfinity Mobile account and visit the Devices tab.
Select the device that’s lost or stolen.
Select the Learn More button beneath Suspend this line.
To proceed, select Suspend Line.
You’ll receive a confirmation email when service is suspended.

Suspend Xfinity Mobile service through the Xfinity app

Follow the steps below to suspend your Xfinity Mobile service for up to 14 days through the Xfinity app:

Download or open the Xfinity app.
Sign in to your account using the Primary user’s Xfinity ID and password.
From the Services tab, select Mobile lines and data usage located within the Mobile services card.
Once you’re on the Xfinity Mobile landing page, select the line that you’d like to temporarily suspend.
Under the Line Management section, select Suspend for up to 14 days.
- You may be required to sign in to complete the transaction.
You’ll receive a confirmation email when service is suspended.

Replace your device

If your device is enrolled in the Xfinity Mobile Care (XMC) and you need a replacement device:

File a claim online.
Call 1-855-884-9771 and speak with an Assurant Care Specialist.
Learn more about filing a claim.

To use a different device on your line, learn about bringing a compatible phone to an existing line.