How to Cancel Internet Service After a Loved One Dies: Spectrum, Xfinity, AT&T, Verizon and More

Closing a parent's or spouse's internet account is one of many small tasks after a death, and it's often more confusing than it should be. Most providers have a bereavement process that lets a family member or executor close the account or move it into their own name. Here's what to expect and what to have ready.

Before you call: what to gather

• A copy of the death certificate. Most providers ask for it.
• The account number or the service address and the account holder's full name. A recent bill has both.
• Your own photo ID, and paperwork showing you're the executor or administrator if you have it.
• A list of the equipment at the home, such as the modem, router and any TV boxes.

Decide: cancel or transfer?

If someone still lives in the home, it's often easier to transfer the service into their name than to cancel and start over. That can keep the same equipment and avoid a new install. If the home will be empty or sold, cancel, but think about timing. You may want the internet on for a security camera, a smart thermostat or a realtor's showings.

Xfinity

Xfinity handles this through its Account Change Request page. Choose "Account change," then "Customer has passed away," and pick either Disconnect or Transfer. You'll enter details about the account holder and yourself and upload documents. You don't need to be an authorized user. You can search for the account by name and service address or by account number.

• You can set the disconnect date up to 120 days in the past, up to 60 days in the future, or today.
• Xfinity says there's no early termination fee when an account is closed because the account holder died.
• Return all equipment to an Xfinity store or a UPS location. Refunds are sent within 30 days after service ends, and only after the equipment is returned. Our guide on returning Xfinity equipment covers the details.

Spectrum

Spectrum has separate online forms for closing an account and for transferring ownership when the account holder has died. Both ask for proof of death, usually the death certificate, and information about you. If you'd rather talk to someone, call Spectrum's customer service and say you're calling about a deceased customer's account.

AT&T

AT&T did not publish a clear death-specific home-internet workflow that we could verify during this review. Contact AT&T customer service, explain that the account holder has died, and ask which documents are required before sending anything. Have the account number and service address ready, ask how to return any gateway, and request written confirmation of the cancellation date.

Verizon (including former Frontier customers)

Verizon publishes instructions for transferring a Fios account after the account owner dies. Contact Verizon with the account number and have the death certificate and any executor paperwork ready. If the bill still identifies the provider as Frontier, use the contact details on the latest bill and confirm which company currently owns the account before sending documents.

Satellite and other providers

Starlink, Viasat and Hughesnet each have their own cancellation and equipment rules. See our guides to cancelling Starlink and returning the kit and cancelling Hughesnet. Cox customers can check where to return Cox equipment.

Don't forget these

• Autopay. Ask the provider to stop autopay, and tell the bank if the card or account is being closed.
• The final bill. Ask where it will be mailed and send it to whoever is handling the estate.
• Email addresses. If your loved one used a provider email address, save anything important before the account closes.
• Confirmation. Write down the date, the name of the person you spoke with and any confirmation number.

Frequently asked questions

Do I have to be on the account to cancel it?

Usually not. Providers such as Xfinity let non-account holders close the account through a bereavement process if they provide the required documents.

Is there an early termination fee after a death?

Xfinity says there is no fee when an account is closed because the account holder died. Ask other providers to waive any fee.

What documents do I need?

A copy of the death certificate, the account number or service address, and your ID. Executor papers help.

Can I keep the service in my name instead?

Yes. Xfinity, Spectrum and Verizon offer an ownership transfer for a deceased customer's account.

What happens to the equipment?

Return it to the provider. Xfinity holds refunds until all equipment is returned.