What to do if your Xfinity Mobile device is lost or stolen

If your device is lost or stolen, you can suspend Xfinity Mobile service for up to 14 days through:

• Your Xfinity Mobile account online.
• The Xfinity app.

While suspended:

• Billing for services and device payments continue as scheduled.
• Service to smartwatches that are paired with a phone will also be suspended.
  • To suspend service on the watch only, chat with an agent.

How does it work

Suspend Xfinity Mobile service through your Xfinity Mobile account online

To suspend your Xfinity Mobile service for up to 14 days through your Xfinity Mobile account online:

1. Sign in to your Xfinity Mobile account.
2. Visit the Devices tab.
3. Select the device that’s lost or stolen.
4. Select the Learn More button beneath Suspend this line.
5. To proceed, select Suspend Line.
6. You’ll receive a confirmation email when service is suspended.

Suspend Xfinity Mobile service through the Xfinity app

To suspend your Xfinity Mobile service for up to 14 days through the Xfinity app:

1. Download or open the Xfinity app.
2. Sign in to your account using the Primary user’s Xfinity ID and password.
3. Go to the Services tab.
4. Select Mobile lines and data usage in the Mobile services card.
5. On the Xfinity Mobile landing page, select the line you want to suspend.
6. Under the Line Management section, select Suspend for up to 14 days.
   • You may be required to sign in to complete the transaction.
7. An email confirms service is suspended.

Replace your device

If you have Xfinity Mobile Care (XMC) and you need a replacement device:

• File a claim online.
  • Learn more about filing a claim.
• Call 1-855-884-9771 and speak with an Assurant Care Specialist.

You can also bring a compatible phone to an existing line.

Cancel or continue the suspension

• Contact us to continue or cancel the suspension of your Xfinity Mobile service within 14 days, or service will restart automatically.
  • You’ll get an email when service restarts.