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user_htlbai
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Monday, September 15th, 2025

How do I cancel xFI complete

This new charge just showed up on my bill. I do not use this service (I have my own wifi router.) How do I cancel it?

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26 days ago

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XfinityJustinC

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1.7K Messages

26 days ago

Hello, @user_htlbai thank you for taking time to reach out over Xfinity Forums. I'd be reaching out as well if I saw a charge that shouldn't be on my statement as well. You're correct, that if you're using your own modem there shouldn't be a charge for xFi complete as that include the modem lease charge with unlimited data and advanced security. 

- Did you ever receive a Xfinity modem? 
- If you had a modem, and it was returned was that returned to a Xfinity Store or shipped back via UPS? 

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user_htlbai

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Ah, I got a new modem but haven't returned my old modem yet, maybe that's the problem. Wasn't clear from the name of the charge, would be better to call it "modem rental" or something. Thanks.

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26 days ago

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XfinityJustinC

Official Employee

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1.7K Messages

@user_htlbai I appreciate the update, and yes if you haven't returned the Xfinity gateway the charge would still be on there until returned. Here is a great article that goes over all the return options, the sooner you return it the better to get the charge removed from the account: https://www.xfinity.com/support/articles/returning-your-equipment

That is a great call out for simplifying the charge on the billing. There is a standard modem lease, and will reflect that on the billing if you had just had the standard lease fee. XFi complete has the additional features with the unlimited data and advanced security, so is labelled differently on a bill. We also have this helpful broadband facts website that has helpful information:

https://www.xfinity.com/broadband-labels

I do like to ensure I'm not overlooking anything, was there any other questions or concerns I can help with today? 

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26 days ago

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