How to Cancel Comcast / Xfinity in 2026 (Beat the Retention Playbook)

Cancelling Comcast is an endurance sport. Their retention agents are trained to keep you on the line for 20-30 minutes with 3+ rounds of save offers. Here's the exact playbook to get through it in under 10 minutes.

Before You Call: Preparation

• ✅ Check your contract status. Are you on a 1-year or 2-year agreement? Log in at xfinity.com → Account → check for contract terms. ETF can be up to $230
• ✅ Write down your account number (found on your bill or in the Xfinity app)
• ✅ Have your new internet provider set up first (if applicable) — you don't want a gap in connectivity
• ✅ Find a UPS store near you — you'll return equipment there

How to Cancel Comcast (3 Methods)

Method 1: By Phone (Most Common)

Call 1-800-XFINITY (1-800-934-6489). Say "cancel service" to bypass the automated menu.

What to expect on the call:

1. Verify your identity (name, address, last 4 SSN or PIN)
2. They ask why — use the "moving" script
3. First save offer (discounted plan). Say: "No thanks, I need to cancel."
4. Second save offer (different package). Say: "I appreciate it, but please process the cancellation."
5. They may try a third time. Say: "I've made my decision. Please cancel my account today."
6. Get your cancellation confirmation number — write it down!
7. Ask when your final bill date is
8. Ask about equipment return (they'll generate a return label or direct you to a UPS store)

Method 2: Visit an Xfinity Store

Walk into an Xfinity store with your equipment and a photo ID. Tell them you want to cancel and return equipment in one trip. This can be faster than the phone but depends on store wait times.

Method 3: Online Chat (Hit or Miss)

Xfinity's chat can sometimes process cancellations, but agents often redirect you to call. Still, it creates a written record. Use the Xfinity support page to start.

The Early Termination Fee (ETF)

• Contract plans: ETF starts at $230 and decreases by $10/month. At month 12 of a 24-month contract, your ETF is roughly $110
• No-contract plans: No ETF, but you still need to give 30 days notice
• How to avoid it: Wait until your contract ends. Check xfinity.com → Account → Agreement for your end date
• Negotiate: If you're close to the end of your contract (within 2-3 months), some agents will waive the remaining ETF

Equipment Return (Critical!)

• UPS Store: Bring equipment to any UPS Store — they'll pack and ship it free with a Comcast label. Get a receipt
• Xfinity Store: Drop off at any Xfinity retail location. Get a receipt
• What to return: Modem/gateway, router (if separate), TV boxes, remotes, power cords
• Keep your receipt for 6+ months — Comcast has been known to claim equipment wasn't returned

Comcast's Retention Tactics (And How to Counter Them)

• "I can offer you 50% off for 12 months" → This is a promotional rate that expires and reverts to full price. Decline
• "Can I put you on a different plan?" → "No, I'm moving and can't use Comcast."
• "Let me transfer you to our loyalty department" → "Please process the cancellation. I don't want to be transferred."
• "Can I put your account on seasonal hold?" → Only useful if you actually want to keep the account. Otherwise decline

ISP Alternatives to Comcast

• Fiber (best option): AT&T Fiber, Google Fiber, Verizon Fios — symmetrical speeds, no data caps
• T-Mobile Home Internet: $50/month, no contract, no data caps. Works well in most urban/suburban areas
• Starlink: $120/month — only makes sense in rural areas with no other options
• Local ISPs: Check broadbandnow.com for providers in your area — local ISPs often have better service and pricing