What we verified
What we verified
This guide is based on publicly documented cancellation details. It does not claim Kept completed a private account cancellation, and company flows can change after the verification date.
- officialXfinity: How to cancel, pause, or move your Xfinity services
Xfinity's cancel page: to cancel, call 1-800-934-6489, schedule a call, or visit an Xfinity Store; options to move, pause, or lower the bill; and a separate path for NOW Internet.
- officialXfinity Support: What to know when canceling your Xfinity services
Xfinity's FAQ on the final bill (prorates and equipment charges), unreturned equipment charges, refunds, comcast.net email after disconnecting, and the $25 Xfinity Mobile fee without other Xfinity service.
- officialXfinity Support: How to return your Xfinity equipment
Xfinity's equipment return options: the Digital Return Center at xfinity.com/returns (usable after disconnecting), Xfinity Retail Stores with a receipt, and UPS prepaid labels; only the device, remote, and power cord need to be returned.
- officialXfinity Support: What to expect with a refund from Xfinity
Xfinity's refund timing after closing the account and returning equipment (about four to six weeks to the last payment method), xfinityrefunds.com for refunds of $500 or less without a payment method, and prepaid refund card terms.
Before you click cancel
Decision points that change the outcome
Regular service or NOW prepaid?
Regular Xfinity service is canceled by phone, a scheduled call, or in a store. NOW prepaid service has its own online path.
Capture:Capture the account page showing which kind of service you have.
Everything or just some services?
Keeping Xfinity Mobile without Internet, TV, or Home Phone adds a $25 monthly fee. Partial cancellations change your bill in ways you'll want on record.
Capture:Capture what the agent says will remain and the new monthly price.
What equipment do you have?
Every rented device that isn't returned can be charged on the final bill.
Capture:Capture the equipment list on your account and a receipt for each return.
Are you moving instead?
Xfinity handles moves separately. Canceling and re-signing up can mean new terms.
Capture:Capture which option you chose and the confirmation.
Fee risk map
Plan types to identify before canceling
Month-to-month service, all equipment returned
A final bill with any prorated charges. If you overpaid, a refund to your last payment method in about four to six weeks.
The disconnect date, confirmation number, and equipment return receipts.Equipment not returned
Charges for the unreturned rental equipment on the final bill.
Store receipts or UPS tracking showing when each device was returned.Xfinity Home on an Equipment Installment Plan
Xfinity says the remaining equipment balance is due when you disconnect.
The installment balance before canceling and the final bill.Keeping Xfinity Mobile only
A $25 monthly fee for unlimited talk and text, per account or per line depending on your plan.
The new Mobile bill and what you were told on the call.Xfinity dispute packet checklist
If the issue is an early termination fee, a missing cancel option, or a charge after cancellation, this is the evidence set that would make the timeline easier to reconstruct.
- The account page before canceling, showing services, price, address, and equipment.
- Your dated call or store notes: agent, what was canceled, disconnect date, fees quoted.
- The confirmation or ticket number and any confirmation email or text.
- Equipment return receipts or UPS tracking for each device.
- The final bill and any later bills or charges after the disconnect date.
- Refund notices, or proof the expected refund didn't arrive after six weeks.
How this guide was built
For Xfinity, Kept organized the guide around the fact that regular service has no online cancel button, so you have to create your own record. We used Xfinity's cancel page for the cancellation channels, its canceling FAQ for final-bill and Mobile details, its equipment return article for return options, and its refund article for refund timing.
Cancellation steps
Get your account details ready
Before contacting Xfinity, sign in to your account and capture the services you have (Internet, TV, Home Phone, Mobile), the monthly price, the service address, any agreement or contract terms, and the rental equipment listed on the account.
Contact Xfinity through a listed cancel channel
Xfinity's cancel page says that to cancel you can call 1-800-934-6489, schedule a call, or visit an Xfinity Store. Expect retention offers, plan changes, or a pause suggestion first. Say clearly that you want to cancel and give the date service should end.
Write down everything from the call
Note the date and time, the agent's name or ID, the services being disconnected, the disconnect date, any fees quoted, and the confirmation or ticket number. Ask for confirmation by email or text and save it. If you cancel in a store, keep the paper or email receipt.
Return every piece of rental equipment
Xfinity's returns page lists an Xfinity Retail Store (the device comes off your account right away and you get a receipt), UPS with a prepaid label from xfinity.com/returns, or the Digital Return Center, which works even after you disconnect. Only the device, remote, and power cord need to be returned.
Check the final bill
Xfinity says the final bill can include items not on earlier bills, such as prorated charges or equipment fees, and you may see charges for rental equipment that hasn't been returned. Compare it against your disconnect date and return receipts.
Track the refund
If you're owed money after closing the account and returning equipment, Xfinity says the refund goes to your last payment method on file and usually takes four to six weeks. Without a payment method on file, refunds of $500 or less come by email from xfinityrefunds.com, and larger ones by mailed check.
Common pitfalls
- There's no online cancel button for regular Xfinity Internet, TV, or Home Phone. Xfinity's cancel page lists phone, a scheduled call, or a store; online cancellation applies to NOW prepaid service.
- A phone cancellation leaves no paper trail unless you create one. Without a confirmation number and date, it's hard to dispute a later bill.
- Unreturned rental equipment shows up as charges on the final bill. Keep the store receipt or UPS tracking for every device.
- If you keep Xfinity Mobile after canceling Internet, Xfinity says you'll see a $25 monthly fee for unlimited talk and text (per account on the latest plan, per line on older ones).
- Refunds to a card usually take four to six weeks after closing, and mailed prepaid refund cards expire in six months, after which a monthly fee is deducted.
What to capture as proof
- The account page showing your services, monthly price, service address, and listed rental equipment, before you contact Xfinity.
- Your notes from the call or store visit: date, time, agent name or ID, what was canceled, the disconnect date, and fees quoted.
- The confirmation or ticket number and any confirmation email or text.
- Equipment return proof: the Xfinity Store receipt, UPS drop-off receipt, or tracking number for each device.
- The final bill, with any prorated or equipment charges.
- The refund notice or deposit, and any charge that appears after the disconnect date.
Frequently asked questions
Can I cancel Xfinity online?
Not for regular Internet, TV, or Home Phone service. Xfinity's cancel page says to call 1-800-934-6489, schedule a call, or visit an Xfinity Store. NOW prepaid service has its own online cancel option.
What's the Xfinity cancellation phone number?
Xfinity's cancel page lists 1-800-934-6489. Write down the date, the agent, and the confirmation number.
How do I return Xfinity equipment after canceling?
Use the Digital Return Center at xfinity.com/returns (it works after you disconnect), drop the device at an Xfinity Store for an immediate receipt, or ship it with a UPS prepaid label. Return the device, remote, and power cord.
Why is my Xfinity final bill higher than usual?
Xfinity says the final bill can include prorated charges and charges for rental equipment that hasn't been returned.
How long does an Xfinity refund take after canceling?
If you closed the account and returned the equipment, Xfinity says the refund goes to your last payment method and usually takes about four to six weeks.
Kept isn't affiliated with or endorsed by Xfinity. Xfinity and other names are trademarks of their owners and are used here only to identify the service. This guide is general information based on Xfinity's public help pages, not legal advice.