We know there are times when you may need to change the ownership of an account. For example, you may need to handle the account of a family member or friend deployed in the military, or your roommate may be moving out. We’re here to help.
In the event of an account holder passing away, refer to What to do when an account holder passes away.
What to do
Contact us and provide the type of change you wish to make to your account. We’ll ask you for some information to help process your request, including your preferred email address and account number.
- Following your conversation, you'll receive an email with a link to upload your completed forms and any needed supporting documents.
- If you don't have an email address, visit your local Xfinity Retail Store for further help.
- The change of account ownership may result in the existing account being closed and a new one started, depending on the scenario.
Please allow three business days from your time of submission for someone to contact you by email with next steps about completing your account ownership change request.
What to do when an account holder passes away
If an Xfinity account holder (often the 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:
- Visit our bereavement support page on xfinity.com.
- Review the steps on the page and click Continue.
- Choose Close the account permanently and upload the documents listed.
- 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.
- Enter information about the deceased and yourself and click Continue. Please note some fields are required.
- Disconnect services on the account. You have a few options:
- For a date in the past, select A Different Date to Disconnect. This is available up to 120 days before today's date.
- To disconnect the services as soon as possible, choose Disconnect now.
- To continue service for a while, choose Select a different date to disconnect, then select a date to disconnect that’s up to 60 days after today.
- Click Continue once you choose when to disconnect the services.
- Let us know where to mail the final statement. When you’re done, click Continue.
- You can choose an address already associated with the account or enter a new one.
- Review all the information you entered to make sure it’s correct, then click Submit.
- Read the confirmation message, including the information on how to return any equipment.
For additional information regarding this process including refunds, 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:
- Visit our bereavement support page on xfinity.com.
- Review the steps on the page and click Continue.
- Choose Transfer account ownership to me and upload the requested documents.
- 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) and affidavit (if applicable), then accept the terms and conditions to continue. Without the death certificate, we may reach out to you for more information.
- Enter information about the deceased and yourself, then click Continue.
- Please note some fields are required.
- Review all the information you entered to make sure it’s correct, then click Submit.
- 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.
FAQs
Do I need to contact Xfinity Mobile to transfer my Xfinity Mobile account?
No. When you contact us, we will assist you with all services on the account including Xfinity Mobile.
What is the Account Change Request form?
The Account Change Request form is used to identify specific changes a customer or person acting on behalf of the customer needs to make to an account for the death of a customer, military deployment, or other life-changing event. You can get the Account Change Request form by contacting us.
What is the affidavit?
The affidavit is a support document for the Account Change Request form and can be used in place of other legal documents, like a death certificate.
What documentation do I need to be added as a manager for someone who is currently deployed in the military?
You need to provide active duty deployment papers for the account holder/Primary user and 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 naming 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 currently incarcerated?
You need to provide proof the account holder/Primary user is incarcerated and 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. You may be asked to pay a deposit or authorize us to perform a credit check.
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?
Xfinity can transfer all Xfinity Voice call details, voicemail, and email into your name if you can provide the requested documentation.
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