If an Xfinity account holder (often the Primary user) passes away, we’ll do all we can to help you through this difficult time. We’re sorry to hear of your loss.
You may close the account permanently or transfer ownership of the deceased’s account to yourself. Begin the process here, and read below for step-by-step instructions.
If you need to change the ownership of an Xfinity account for other reasons, refer to Changing ownership of an Xfinity account.
Closing the account
If you would like to close the account, take the following steps:
- Visit our bereavement support page on xfinity.com.
- Review the steps on the page and click Continue.
- Choose Close the account permanently and upload the documents listed.
- If you don’t have the death certificate, you must upload a valid form of your identification (like your state-issued driver's license, ID card, or U.S. passport), then accept the terms and conditions to continue.
- Enter information about the deceased and yourself 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, select A Different Date to Disconnect. This is available up to 120 days before today's date.
- To disconnect the services as soon as possible, choose Disconnect now.
- To continue service for a while, choose Select a different date to disconnect, then select a date to disconnect that’s up to 60 days after today.
- Click Continue once you choose when to disconnect the services.
- Let us 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.
- Read the confirmation message, including the information on how to return any equipment.
For additional information regarding this process including refunds, refer to Account change request FAQs.
Transferring account ownership
If you'd like to transfer ownership of the account to yourself, take the following steps:
- Visit our bereavement support page on xfinity.com.
- Review the steps on the page and click Continue.
- Choose Transfer account ownership to me and upload the requested documents.
- If you don’t have the death certificate, you must upload a valid form of your identification (like your state-issued driver's license, ID card, or U.S. passport) and affidavit (if applicable), then accept the terms and conditions to continue. Without the death certificate, we may reach out to you for more information.
- Enter information about the deceased and yourself, then click Continue.
- Please note some fields are required.
- Review all the information you entered to make sure it’s correct, then click Submit.
- 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.
Contact us
In the event you can't use the bereavement support page, contact us.