We know that there are times when you may need to change the ownership of a Comcast account. For example, you may need to handle the account of a friend deployed in the military, or you may experience a death in the family or another life-changing event. We are here to help.
What to Do
Post your request here or contact us via one of our other contact methods outlined here. Our agents will ask that you provide information in regards to the type of account change you wish to make. They will ask you for some information they need to help process your request, including your email address. Following your conversation, you will receive an email with a link to upload your completed Account Change Request form and any necessary supporting documents. (You can review the Account Ownership Change Request Form to learn more about the documentation that is required.) If you don't have an email address, you can simply download the Account Change Request form here, fill out the necessary information and bring it to your local Xfinity Store along with your required supporting documentation for further assistance. The change of account ownership may result in the disconnection of the existing account and creation of a new account, depending on the scenario. Please allow three business days from your time of submission for a representative to contact you about completing your account ownership change request. Xfinity Mobile customers experiencing a life-changing event impacting only their mobile account or any secondary lines on their account should contact Xfinity Mobile directly at 1-888-936-4968 to request necessary changes.
Frequently Asked Questions
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 events. 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 such as a death certificate. What is a notarized document? A document carrying authenticated signature(s) of the person(s) authorized or required to sign it, and the signature of a Notary Public witnessing the signature(s), accompanied by an impression of his or her official notary seal. Where can I find a Notary Public? Local Notaries Public can be found by doing an online search. What do I need in order to be eligible to take ownership of another person's account? The current account can’t be past due. You will need to provide us with certain documentation including signatures from both the current and new account holders. You will need to provide some information so that 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? You will need a copy of the account holder's death certificate or provide us this affidavit . If the account holder dies, how will I receive any refunds owed on the account? All refunds are processed within 30 days of the disconnect date and will either be mailed to the person and address on the affidavit or to the billing address on file in care of the estate of the deceased customer. All equipment must be returned on the account prior to any refunds being processed. 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 Comcast equipment (TV Boxes, remotes, power cords, modems etc.) should be returned to your local Comcast Service Center/Xfinity 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. 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; however, the final bill will include the remaining balance of the Device Payment Plan where applicable. What documentation do I need to be added as an authorized user for someone that is currently deployed in the military? You will need to provide active duty deployment papers for the account holder along with either a letter from the account holder giving you permission to act on behalf of the account holder or a copy of the account holder's power of attorney that names you as the person authorized to act on behalf of the account holder. What documentation do I need to be added as an authorized user for someone that is currently incarcerated? You will need to provide proof that the account holder is incarcerated along with either a letter from the account holder giving you permission to act on behalf of the account holder or a copy of the account holder's power of attorney that names you as the person authorized to act on behalf of the account holder. What documentation do I need to be added as an authorized user for someone who is incapacitated? You will need to provide a court order that names you as the guardian or conservator of the account holder. What documentation do I need to change the name on an account (e.g., marriage, divorce, legal name change)? You will need to provide proof of the name change by supplying a marriage license, divorce decree, or government-issued identification with your new name. 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? Comcast can transfer all Xfinity Voice call details, voicemail and email into your name if you are able to provide documentation that we have requested.
How can I make/modify my Comcast payment?
You can pay your bill using the self-service options provided below:
Comcast automated phone system
Xfinity.com/myaccount on your desktop
Xfinity.com/myaccount on your mobile device
Xfinity My Account app on your mobile device
**Note**: The above options are all free of charge. Processing through a live agent will incur charges.
Paying online is quick and easy. You can pay your bill without your username/password or sign in to My Account to make a payment .
Pay Your Bill with the Xfinity My Account App
To make a payment:
Select Billing from the home screen.
Select Pay Now.
Select the payment amount and the date you wish to pay. Please note that if your account is currently delinquent, you will see an option to pay the specific amount needed to restore your service:
Select a stored payment method or use a different method. If you choose Use a different payment method, go to step 5. For more information on Apple Play, refer to How to Pay Your Bill Using Apple Pay.
Select the payment method you would like to use: Credit or debit card or Bank Account. To enter a credit or debit card, go to step 6. For a bank account, go to step 9.
Enter your credit or debit card information with the billing address that you wish to use. To enter the card number, you can enter the card information manually or select the camera icon (step 7) and scan your card. The option to Store this card for future payments is automatically checked. Note: Entering this information using the app will also update your Stored Payment Methods on xfinity.com/myaccount. If your credit or debit card is about to expire, we will send you an email reminding you to update your payment method.
Select the Camera icon, which will open your camera, and align the card so that it's inside the framed border. Once your card is framed, the picture will be taken automatically.
The card number and expiration date will be populated based on your picture scan. Verify that this information is correct, enter the CVV number from the back of your card and click Done.
If adding a bank account, select Checking or Savings. Enter the Account holder's name, Routing number and Account number.
If you need assistance with the routing or account number, select the Help icon next to that item.
If you wish to have your payment information stored, select Store this account for future use, then select Next. Note that when you use the app again, you will have the option to choose a stored payment method, or add a new one.
**Note**: This will also be saved for payments on xfinity.com/myaccount.
Verify the amount that you wish to pay. Click Submit.
If you attempt to make a duplicate payment, the following message will appear: "Unable to Process Payment. It looks like you are attempting to make a duplicate payment. You have to wait 24 hours before making another payment of the same amount using the same payment method." Tap OK to confirm. **Note**: If you’d like to make two payments of the same amount on the same day, you can do so as long as you use different payment methods for each. Otherwise, your second payment will be rejected as a duplicate.
Once your payment is successfully processed, you will receive a confirmation.
Make a One-Time Payment Using Your Mobile Device
When setting up a one-time payment, keep in mind that credit card payments and checking account deductions can take up to two days to process and post to your account. Also note that if you want to get ahead of your bill, you can always pay more than the amount due. Any extra you pay will go towards your next bill. To set up a one-time payment on your mobile device:
Open a browser on your mobile device and type www.xfinity.com/m or customer.xfinity.com/m.
Tap My Account.
Tap Pay your bill.
You will be presented with two options to pay your bill:
Pay using My Account: Make a payment by logging in with your Xfinity username and password.
Pay using account number: This feature allows you to pay with only your Comcast account number and payment information.
If you wish to sign in, tap Pay using My Account and proceed to Step 10.
If you wish to pay without signing in, tap Pay using account number.
You will be prompted to either take a picture of the payment coupon that came with your statement to determine your account number, or to enter your account number manually.
You will then be prompted to enter the last four digits of the telephone number associated with your account.
Tap Continue. After completing these steps, proceed to Step 12.
Enter your Xfinity username and password.
Once you have logged in, you must accept the Terms and Conditions.
The screen will show your account balance, with the option to view your bill. Tap Make a payment.
Enter the amount you wish to pay and tap Continue.
Select your payment method and tap Continue.
Based on the method you have chosen, enter your payment information and tap Continue. Note: For card payments, you will also be asked for the three-digit Card Verification Value (CVV) that appears on the back of your credit card. (The CVV on American Express-branded cards has four digits and appears on the front.)
Review your payment information and tap Submit.
A payment verification screen will display. Note: If you make two payments of the same amount on the same day, you will need to use two different payment methods to ensure that the second payment is not rejected as a duplicate.
Chat With Us to Make a Payment
To make payments with an eChat agent:
Access chat on My Account at: https://support.xfinity.com/chat.
Navigate to Account and Bill.
Choose Make a Payment from the Account and Bill menu.
The chat agent will then validate your account and walk you through the payment process.
Payments may be made by:
Credit or debit card
Pay Your Bill Using Comcast's Automated Phone System
Information Required to Pay Via the Automated Phone System
Billing account number
Home phone number (phone number associated with the account)
If using credit/debit:
Credit/debit card number
Card validation value (CVV): The CVV is located on the front of American Express cards (four digits) and on the back of all other cards (three digits).
If using checking/savings account:
Checking or savings account number
Bank routing number (9 digits)
Steps for Payment via the Automated Phone System
Call 1-800-xfinity (1-800-934-6489).
Select prompt #2 for Billing and Payments.
Follow prompts to pay your bill.
**Note**: You can also use this system to enroll in automatic payments to avoid missing your bill's due date.
For additional assistance updating your payment information, follow this link.