What to do when an account holder passes away

If an Xfinity account holder (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:

1. Visit our bereavement support page on xfinity.com.
2. Review the steps on the page and click Continue. 
3. Choose Close the account permanently and upload the documents listed.
   • Note: 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. Without the death certificate, we may reach out to you for more information.
4. Enter information about the deceased and yourself and click Continue. Please note some fields are required.
5. Indicate when you’d like to disconnect services on the account. You have a few options here:
   • If you’d like to choose a date in the past, select A Different Date to Disconnect. Available up to 120 days before current date. 
   • If you’d like to disconnect the services as soon as possible, choose Disconnect now.
   • If you’d like the services to continue for a while, choose Select a different date to disconnect, then select a date to disconnect up to 60 days after the current date.
6. Click Continue once you’ve chosen when to disconnect the services.
7. Let us know where to mail the final statement. You can choose an address already associated with the account or enter a new one. When you’re done, click Continue.
8. Review all the information you entered to make sure it’s correct, then click Submit.
9. Read the confirmation message, including the information on how to return any equipment.
   
   

For additional information regarding this process including refunds, please 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:

1. Visit our bereavement support page on xfinity.com.
2. Review the steps on the page and click Continue.
3. Choose Transfer account ownership to me and upload the requested documents.
   
   • Note: 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. Without the death certificate, we may reach out to you for more information.
4. Enter information about the deceased and yourself, then click Continue. Please note some fields are required.
5. Review all the information you entered to make sure it’s correct, then click Submit.
6. 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 are not able to use the bereavement support page, contact us.