Visitor
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1 Message
Early Termination Fee
I got a bill for $120 for an early termination fee after moving in December. I called and the rep I talked to said they would waive the fee since I moved to a new house that wasn’t serviced by Xfinity. Now I got another letter, text, and email saying I needed to pay my balance or I’d be sent to collections!
BruceW
Gold Problem Solver
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27.1K Messages
8 hours ago
Phone and chat reps are often incorrect. https://www.xfinity.com/corporate/customers/policies/subscriberagreement#termination says:
See https://customer.xfinity.com/#/settings/account/contracts.
The general ETF rules are spelled out in https://forums.xfinity.com/conversations/my-account/answered-how-to-determine-if-you-will-be-subject-to-xfinity-early-termination-fees-etf/602daaa3c5375f08cd5d1de5, where it says:
Usually the only exceptions are death or active duty military deployment.
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XfinityJamesC
Official Employee
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2.7K Messages
5 hours ago
Greetings, @user_gcx5vy! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this early termination fee. You have definitely come to the right place for assistance.
I can confirm that @BruceW was correct about the early termination fee policy. Those fees cannot be reversed when someone moves to an area that is not serviced by Comcast, unless the move is the result of a military deployment, or new services are activated within 90 days of cancellation.
Sometimes, a representative will offer to reverse those fees under special circumstances. When this happens, they will leave a note in your account and follow up with you after the account closes to remove the fees. If someone noted your account but missed the follow-up, we should be able to work with them to clear things up.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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