We know there are times when ownership of an Xfinity account may need to be changed and we’re here to help. For example, you may be deployed for military service or experience a death in the family or another life-changing event.
For answers to your questions on how to handle an account change or disconnect, please see the FAQs below.
FAQs
What is the Account Change Request form?
The Account Change Request form is a document used to identify specific changes a customer or person acting on behalf of the customer needs to make to an Xfinity account in instances of the death of a customer, military deployment or other life-changing event. You can get the Account Change Request form by contacting us. Or you can go to the bereavement support page and follow the instructions provided.
What is the affidavit?
The affidavit is in support of the Account Change Request form and can be used in place of other legal documents, like a death certificate.
What do I need to be eligible to take ownership of another person's account?
- The current account can’t be past due.
- You need to provide us with certain documentation including signatures from both the current and new account holders/primary users.
- You need to provide some information, so we can verify your identity.
- You may be asked to pay a deposit or authorize us to perform a credit check.
What documentation do I need to disconnect an account due to death?
We’re sorry for your loss. To maintain the account security, you will need (i) a copy of the account holder's/primary user's death certificate or (ii) a valid government-issued picture identification and Xfinity Affidavit for Deceased Customer.
If the account holder/Primary user dies, how will I receive any refunds owed on the account?
All refunds are processed within 30 days of the disconnect date. All equipment must be returned on the account prior to any refunds being processed. For addition details see Xfinityrefunds.com customer experience overview.
What should I do with the equipment when disconnecting an account due to death or equipment I no longer want after taking over an account?
All Xfinity equipment (TV Boxes, remotes, power cords, modems etc.) should be returned to your local Xfinity Retail Store or to your nearest UPS location.
Is there an early termination fee if I disconnect an account due to death?
No. An early termination fee is not applied when an account is disconnected due to the death of the account holder/Primary user.
Is there an early termination fee if I disconnect an Xfinity Mobile account due to death?
No. An early termination fee is not applied when an account is disconnected due to the death of the account holder/Primary user. However, the final bill will include the remaining balance of the device payment plan (DPP) where applicable.
What documentation do I need to be added as a manager for someone that is currently deployed in the military?
You need to provide active duty deployment papers for the account holder/primary user along with either a letter from the account holder/primary user giving you permission to act on their behalf or a copy of the account holder's/Primary user's power of attorney that names you as the person authorized to act on their behalf.
What documentation do I need to be added as a manager for someone that is currently incarcerated?
You need to provide proof the account holder/primary user is incarcerated along with either a letter from them giving you permission to act on their behalf or a copy of the account holder's/Primary user's power of attorney that names you as the person authorized to act on their behalf.
What documentation do I need to be added as a manager for someone who is incapacitated?
You need to provide a court order that names you as the guardian or conservator of the account holder/primary user.
What documentation do I need to change the name on an account (e.g., marriage, divorce, legal name change)?
You need to provide proof of the name change by supplying a marriage license, divorce decree, or government-issued identification with your new name.
How do I submit the documentation needed?
There are two ways you can submit required documentation:
- Visit our self-service bereavement support page and follow the instructions provided, or
- We can open a case for you.
- You’ll receive an email with a link where you can securely upload your documents.
- You’ll receive an email with a link where you can securely upload your documents.
Will I receive a new account number?
No, you will maintain the same account number.
How can I transfer Xfinity Voice details, voicemail, and email from an old account to my new account?
We can transfer all Xfinity Voice call details, voicemail and email into your name if you can provide the requested documentation.
