The idea of figuring out how to cancel Comcast (Xfinity) fills most people with dread. It’s actually easy and we’ll walk you through how to do it in 30 minutes or less.
Well, have no fear. You can cancel Comcast. You can cancel it today and you can cancel it without waiting on hold for hours. Whether you’re technically cancelling Comcast or Xfinity, we’re going to walk you through a foolproof way of cancelling your service.
Updated 04/24/19: There are a lot of details to keep track of when you’re figuring out how to cancel Comcast, but for those of you looking for a quick and easy guide, here goes:
How To Cancel Comcast
- Call Comcast Retention at 1-800-XFINITY
- Have An Excuse (like moving) Ready
- Be Firm, but Stay Friendly on the Phone
- Make Sure to Return All Your Comcast Equipment
- Call Comcast Back and Double Check on Everything
Okay, so now you know the five steps of how to cancel Comcast. Interested? Let’s dive a little deeper and make sure you don’t miss anything.
Speak to Retention
The most important first step is making sure you’re talking to the right people.
Once you get to to a person, ask them if they’re with retention. If they’re not, ask to get transferred. Literally nobody else will be helpful. Okay, good, you’ve said you want to cancel your xfinity service, you’re speaking to the Comcast retention department, now what?
Prepare Your Excuse
The surest way to get Comcast to let you cancel is to say you’re moving.
Say you’re moving far, far away from Comcast. In 2015, The Verge leaked a Comcast employee manual that gave the reasons why you can cancel service. Comcast made them take down the manual, but we caught that list of reasons why you can cancel Comcast before it was taken down. Here they are, presented to you in all their glory:
- Customer is moving in with an existing Comcast customer (CAE must verify Comcast services active at new address)
- Customer is moving to a non-Comcast area (CAE must verify by looking up zip code)
- Account holder is deceased / incapacitated
- Temporary / seasonal disconnect and Seasonal Suspend Plan is not available in their area
- Natural disaster
- Customer doesn’t know what address they’re moving to
Personally, I recommend saying you’re moving out of the country. You can do like Ken did and say you’re moving to England. Or, have a little fun with it–Timbuktu, Pulau, Liechtenstein–feel free to make up whatever you want. Just make sure you’re moving out of Comcast territory. Saying you’re moving to Philly isn’t going to work. The important thing is that if you tell Comcast you’re moving somewhere they don’t service, they’re not going to fight you.
It’s tempting to tell the rep all the reasons you’re actually cancelling your Comcast/Xfinity service. They charge too much and their speeds are too slow and your TV went out last week. But if you tell them that, they’ll offer a discount and a speed upgrade and a tech visit, but you’ll be back at square one. Pick your story and stick to it. The rep you’re talking to isn’t the reason you got charged too much and you’re better off swallowing your complaints and sticking to the plan.
If you can’t or don’t want to cancel entirely, we can help. We negotiate with Comcast to get you a better rate without losing any service, guaranteed. Try our free savings calculator to find out how much we can save you!
Stay Firm and Be Friendly
The Golden Rule: The way you treat the rep when cancelling will reflect the way they treat you.
The Comcast rep you’re talking to holds your fate in their hands. They can shut off the service too early or just stop sending bills and keep charging you until you get sent to collections. If you’re nice to your retention rep, they’ll set up cancellation on the right day, send out boxes for the equipment, and tie everything up with a bow. If you’re rude, they can make your life miserable. The next step is preparing for either.
How to Return Comcast Equipment
(without getting unreturned equipment fees)
Always be careful when returning Comcast equipment. A remote stuck in the couch can cost you.
First things first, ask Comcast what equipment they have on file as you owning and write it down. Write down the serial numbers they have on file. If you listened to us, you probably already bought your own modem but beware. One of Comcast’s favorite tricks is to have unreturned equipment on the account. You may have forgotten that last year they signed you up with “free” TV service that came with a digital adaptor you put in the back of a closet somewhere. Once you have a list of everything you need back, document, document, document.
You can return equipment one of three ways: in a prepaid box, at a Comcast store, or at a UPS store. Take photos of all the equipment, including serial numbers. If you’re putting them in a box to send back, take photos of them in the box. If you’re taking them to a Comcast store, you can find one here and then take a picture of them on the counter. If you’re dropping them at a UPS store, take a picture. No matter what, get a receipt. Then, take a photo of the receipt. Keep records of everything. There’s a good chance that they mess something up and the only way to contest it is evidence. Get them to send you emails about the cancellation, get them to give you a tracking number, have someone at the Comcast store give you their ID number. The more evidence you have, the better. That brings us to the final step: con