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.
My Account is available online , via the XFINITY My Account app on mobile devices and on your TV Box.
To sign in to My Account online or through the app, you'll need to enter your XFINITY username, email address or registered mobile number and password. If you need additional assistance, you can also create or look up your username, reset your password or add a mobile phone number to your account. **Note**: If you're looking for your XFINITY email, visit the email sign-in page.
Overview of My Account Features
View and pay your bill.
Set up EcoBill and automatic payments.
Find out when your technician will arrive.
View and manage your WiFi network name and password settings.
View TV, Internet, voice, and home security devices.
Program your remote control for your TV or audio device.
Check for outages.
Find your nearest Comcast Service Center.
Troubleshoot technical issues.
Request a call back or chat with an expert on Twitter!
To find more about all that you can do in My Account, visit the XFINITY Self-Service page.
Sign In On Your Desktop or Laptop Computer
Sign in to My Account online with an XFINITY username (or an email address associated with your account or mobile phone number associated with your account) and password. Once you enter your XFINITY login credentials, you'll be securely connected to all your account information. You can tell your connection is secure by looking at the URL - it should begin with "https."
Sign In On Your Mobile Device
You can access My Account on your phone or tablet at My Account or with the XFINITY My Account app for Apple or Android devices. Click to download for Apple or download for Android, and sign in with your XFINITY username and password.
Sign In On Your TV
You can also log in to My Account on your TV Box.
For non-X1 TV Boxes, press Help on your remote control.
For X1 TV Boxes, press xfinity on your remote control and select Settings, then My Account. For additional help on X1, press the A button on your remote control.
**Note**: Some My Account features may not be available on all devices.
Do other members of your household need access to your XFINITY account? You can add up to six additional users. For more information, please see Add Usernames to Your Account. Want to simplify your sign-in experience? If you check Remember me when you sign in, you won't need to sign in every time you want to access certain parts of My Account. The site will remember you even if you restart your web browser or computer. In some cases, you will still need to sign in to access those parts of My Account that contain personally identifiable information. Also, if you use a different Internet connection, web browser, or operating system, you will need to sign in to My Account again. And most importantly, for your security, you should not check Remember me when using public computers, such as at a library or kiosk.
***Created by our Community Experts***
If you are under a contract and you need to cancel service, you may be subject to an early termination fee (ETF).
If you move to a Comcast serviceable area, and transfer service, you are not charged.
If you move to a Comcast serviceable area, and do not sign up for service, then the ETF would apply.
If you move to a non-Comcast serviceable area, then the ETF does apply.
If it is an active duty military deployment, then the ETF will be waived when you send documentation.
If the account holder is deceased, the ETF will be waived upon receiving a death certificate or obituary.
If you downgrade service, then the ETF will not apply.
If you have a Double/Triple Play and remove all but one service, then the ETF will not apply.
Not sure if you are under a contract?
Visit my.xfinity.com from your web browser and select the My Account tab.
Sign in using your XFINITY username and password.
Click the Settings tab.
Click the Legal Agreements & Contract link under Account Details on the left-hand side of the screen.
Click the View link to see more details about your contract and/or legal agreements with Comcast.
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.
How do I change my Comcast billing date?
If you need a one-time payment extension we are happy to review your payment arrangement options. Please start a new post with your request in our Billing board, found here: https://forums.xfinity.com/t5/Billing/bd-p/AccMngt_Bill
**Note**: Please don't include any personal information in your public posts. Also, don't forget to include the date of when you would like to make this extension/when you can make your payment.
If you would like to make a change to your bills due date for all future bills, simply follow the directions below.
Before you get started changing your due date, here are a few things to keep in mind:
Your account needs to be up-to-date, with no overdue balances.
Changing your due date won't cause late fees.
After you make the request to change your due date, you can check its progress on My Account.
Your next bill may come sooner or later than normal. This is a "transition" bill and may be higher or lower than a normal bill.
Your new due date takes effect on the second bill after your request is completed.
If you have automatic payments set up, they'll automatically update to match your new due date.
The change needs to be made by the person in the home with the "primary" username.
If you need to, you can look up your username or your password.
Not sure which one is your primary username? Take a look at What is an Xfinity Username for an explanation.
Hint: It's the username that can create new usernames and set permissions for all the other usernames on your account.
Let’s change your due date:
Sign into My Account.
If you see an option asking, "Want to change when your bill is due each month?" click on Get Started and skip to step 4. If not, go to the Settings page and find Bill Settings in the left-hand menu. Then, click Billing Cycle.
Click View Details.
**Note**: If you don't see View Details, you're not eligible to change your due date.
Choose the day of the month you'd like for your due date. Pick a date between the 1st and the 28th. The 29th, 30th and 31st aren't available. Then, click Continue.
Go over your changes and click Submit.
When you're done, you'll see a confirmation message. It'll tell you when your next two bills will come and how much they'll be for. You can print or save it for your records if you like.
Keep in mind that if you make a change to your account later--like ordering a pay per view movie or changing your package--the bill amount will be different.
If you picked the wrong date or you've changed your mind, don't worry. Just go back and pick the date you want. You have up until your new bill is created to pick a different date. The confirmation message tells you when that is, too.
Frequently Asked Questions
Can I change my due date if I'm a new customer? Or if I'm on a Seasonal Convenience Plan? As long as you've already received your first bill, yes you can change your bill due date. How do I find out what my due date is now? Go to the Billing Dates section of My Account , and click View Details . How will I know if my "transition" bill will be more or less than my regular bill? You'll see an estimate of your next bill while making your changes. What if I sign out of My Account before I'm done making the change? No worries! Your due date won't change. Sign back in to make the change. Will changing my bill due date affect my future scheduled payments? No, it won't affect any previously scheduled payments.
For more information about how to change your bill due date see here: https://www.xfinity.com/support/articles/due-date-change
Can you please help me lower my bill? I am a current customer and there does not appear to be any "deals" available for current customers.
***Created by our Community Users***
Regarding promotional discounted offers, Comcast offers what they call "Promo Pricing" for the first 6 months, 1 year, or 2 years for new customers depending upon the offer. Most of the time these promotions require a minimum term agreement of 1 or 2 years. After the promo pricing period is over, the price does go to their "everyday pricing" or regular rate. This works similar to most cell phone providers or other companies trying to entice new customers to switch to their services.
Unfortunately, there is usually little chance of getting one of those exact same discounts again once the promo pricing period is over. This can be because of your customer status (existing vs. new) or the previous discount/package is no longer available. However, if you add, remove, or modify your services you can make yourself eligible for new promo pricing.
You can always see what packages and pricing are available to you in your area by going here: https://www.xfinity.com/learn/offers
We're committed to delivering the entertainment and services you rely on today - and the new experiences you'll love down the road. From time to time, we may adjust service prices and fees. These increases help us to consistently improve our network, products and services, as well as cover the rising costs to our business. You may not realize that we pay programmers like Fox, ESPN, HBO® and others to be able to bring you their programming. Programming fees - what we pay to programmers - are one of our largest costs and increase regularly. Changes to the fees we charge ensure your access to top networks and the latest entertainment. We're sharing this information to be more transparent about what drives changes in your bill. Below is a list of common fees, taxes and other charges, along with their explanations.
Broadcast TV Fee The Broadcast TV Fee is an itemized charge that you will see on your bill. This charge is not a government-mandated fee and will increase from time to time. It is based on our costs of providing the local broadcast stations that we carry on our cable systems in each area. These costs include the fees that the broadcast stations charge us to carry them on our cable systems. The Broadcast TV Fee is not included as a part of our promotional pricing or pricing under your minimum-term agreement and can increase during your promotion or minimum-term. You will receive advance notice before an increase takes effect. Equipment Rentals If you rent your TV Box, modem or voice equipment from Xfinity, you may see a separate line item on your monthly bill. Your equipment rental fee could be included in your service charge or be provided as part of a promotion, in which case you may not see a separate charge for that equipment. However, depending on your package, we may charge separately for the equipment. If you are receiving equipment under a promotion, you will be charged the rental fee for that equipment when your promotion ends. This rental fee may change from time to time, and you will receive advance notice before an increase takes effect. Regional Sports Network Fee The Regional Sports Network Fee is an itemized charge that you will see on your bill. This charge is not a government-mandated fee and will increase from time to time. It is based upon our costs of providing the regional sports networks that we carry on our cable systems in each area. These costs include the fees that regional sports networks charge us to carry them on our cable systems. The Regional Sports Network Fee is not included in our promotional pricing or pricing under your minimum-term agreement and can increase during your promotion or minimum-term. You will receive advance notice before an increase takes effect. Regulatory Recovery Fee The Regulatory Recovery Fee represents a portion of the costs imposed on our business by federal, state and local governments related to voice services. The fee we charge you is not a government-mandated fee, but these costs are outside our control and so are passed through to our customers. This fee may change from time to time. Universal Connectivity Charge (or Federal or State Universal Service Fund) The Universal Connectivity Charge represents a portion of our contribution to a federal fund that ensures the availability of affordable communications services to low-income and rural customers (as well as eligible schools, libraries and health care providers). The fee we charge you is not government-mandated, but these costs are outside of our control and so are passed through to our customers. This fee may change from time to time. Other Service Providers Third-party companies, such as Netflix, billed through your monthly bill may increase their pricing from time to time. Each third-party company is responsible for notifying you of their price change. Their adjusted pricing will be reflected on your monthly bill.
Taxes, Fees and Surcharges
State or Local 911 Fee This fee helps states and localities fund their 911 and E911 systems, along with other emergency services. The amount of this fee varies by state, and in some states the fee may vary by locality. This fee represents a greater part of what the state or local governments charge us based on voice services. Federal Excise Tax The federal government requires this tax on some types of voice services. State and Local Sales Tax Sales tax varies by state, and in some states, it may vary by locality. State and Local Gross Receipts and Utility Taxes We assess these taxes to recover the costs of certain states and local taxes that we're charged. These taxes vary by state and in some states, the tax may vary by locality. The fee we charge you is not government-mandated, but these costs are outside our control and so are passed through to our customers. This fee may change from time to time. State and Local Communications Services Taxes These state or local taxes are imposed on communications services such as voice, data, audio or TV services. Athletic Fee Charged only in New Mexico, this tax is imposed on live pay per view professional sporting/athletic contests. The purpose of the fee is to cover the costs associated with regulating any professional contest conducted live in the state. FCC Fee Fees collected annually by the FCC from cable operators to reimburse the FCC for administering its regulatory responsibilities under the Communications Act of 1934. FCC rules permit cable operators to recover the regulatory fees from cable subscribers in 12 monthly installments. Franchise Fee Franchise fees are paid to local governments as compensation for our use of the public rights-of-way and easements. The Federal Cable Act authorizes cable operators to collect from customers the full amount of franchise fees paid to local governments. Public, Educational, Governmental Access Fee Public access, governmental access and educational access fees are for costs associated with local access channels required by the local cable franchise agreement.