Check out our FAQs about what to expect when you make the move with us.
FAQs
What steps do I need to take to move my services to my new address?
- Schedule your move through our online Xfinity moving page.
- When moving, self-move with a Getting Started kit or schedule a professional installation.
- Keep the same services and equipment, or
- Change your services and equipment.
- Unplug and take your equipment with you, or return it if you need new equipment shipped or installed.
- For more details, see our helpful checklist on:
- You self-installed your equipment?
How quickly can I move?
It depends:
- If you're installing equipment by yourself, your services can start as soon as you get to your new place, install your devices and activate them.
- However, we can’t schedule your transfer for a date more than 30 days from today.
- If you schedule a professional installation, your services will be up and running based on your scheduled appointment.
- It might be as early as the next day!
- We can’t schedule a transfer installation for more than 30 days from today.
Note: For Xfinity Voice, it might take up to 48 hours to transfer your phone number.
Can I get new equipment? Do I need new equipment?
Depending on your current service, you might be able to bring your current equipment to your new home, or you might be able to upgrade to the latest Xfinity devices when you move.
How quickly can I get new equipment?
Here are your options:
- Request a Getting Started kit and have it delivered* or pick it up from an Xfinity Retail Store.
- Request a professional installation, and the technician will bring your new equipment on the day of installation.
*Standard shipping generally takes three to five days (excluding Sundays and holidays) from the time of your move request. Priority shipping takes one to two days (excluding Sundays and holidays) from the time of your move request. Shipping and handling charges apply and may vary by area.
Where do I get instructions on how to install and activate my new devices?
If you ordered a Getting Started kit, it includes a guide to help you install your devices. You also can activate your devices using the Xfinity app. For more information, see Getting Started kit installation overview videos.
Can I have services at both my old address and new address while I'm in the process of moving?
Yes. If you let us know the dates that you wish to activate service at your new address and maintain service at your old address, you can have service at each.
Is there a fee to move service?
Depending on the services being installed at the new location, there may be an installation fee or shipping and handling if a Getting Started kit is shipped.
Will my fees and taxes be the same at my new address?
Due to differences in franchise fees and taxes that are set by local and state governments, the cost of service may vary by market.
Will my channel lineup be the same at the new address?
The channel lineup may be different at the new address. Each of our markets is required to broadcast "must-carry" channels, which include public access and commercial channels. Additionally, channel capacity and contracts with programming services vary by market, which can also affect channel lineup.
Will my billing cycle and due date change?
Yes. Your new billing cycle will begin on the date you activate services in your new location.
What can I expect on my first bill after moving?
Your next bill will include prorated charges from the date you begin receiving services in addition to your monthly reoccurring charges for the next month. In some instances, you may see prorated charges for services used at the old address that have not been billed or paid for prior to moving.
Can I change my due date?
You can change your monthly due date once you activate services in your new location.
Can I keep my existing Xfinity email address when I move?
Yes. Your email address and email account settings will remain unchanged.
What if I still have questions or need more information?
You may have more questions or need information on special circumstances, like changing details about your move or service shutting off too soon. If so, contact us or visit your nearest Xfinity Retail Store.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.