Using Netflix with a Comcast Xfinity Package

Customers in the United States can sign up for an eligible Xfinity package that includes a Netflix subscription, or add Netflix to an eligible Xfinity package.

Once you've signed up, activate to link your new or existing Netflix account.

Use this article if Netflix is included or was added to your Xfinity package. If not, see Netflix Billing through Comcast Xfinity.

How do I activate Netflix?

Link via cable box

  1. Launch the Netflix app from your Xfinity X1 cable box. Refer to the “Set up Netflix” section on Using Netflix on your Xfinity X1 cable box for instructions.

    Note:
    Make sure you're not launching the app from your Smart TV or another device.
  2. Follow the prompts to link your existing Netflix account to your Xfinity package, or create a new Netflix account and link to your Xfinity package.

    Note:
    To begin the linking process, you may need to sign out of your Netflix account on your X1 cable box.


If you accidentally linked the wrong account, refer to "I accidentally linked the wrong Netflix account to my package" below.

Link via Netflix activation link

Once you've signed up for an eligible package, you will receive an email from Netflix that contains an activation link.

  1. Click the link to be directed to Netflix.com.

  2. Follow the prompts to link your existing Netflix account to your Xfinity package, or create a new Netflix account and link to your package.

Link via partner website

Once you sign up for an eligible package, you will receive an Xfinity email that contains an activation link.

  1. Click the link or sign in directly to the Xfinity website.

    Note:
     If you don't know your Xfinity login, please contact Xfinity for assistance.
  2. Select Activate Netflix > Activate Netflix to be directed to Netflix.com.

  3. Follow the prompts to link your existing Netflix account to your Xfinity package, or create a new Netflix account and link to your package.

Note:
If you switch from Comcast third-party billing to the package, your account will be automatically activated.
If you previously paid through Apple and have linked your account to a partner package since October 25, 2021, you must also cancel your subscription through Apple to avoid future charges from Apple.

How can I check if Netflix is included in or added to my package?

Please contact your provider to see if Netflix is included in or was added to your package.

I accidentally linked the wrong Netflix account to my package

Please contact customer service and provide the email address for the Netflix account that is incorrectly linked so that we can help you link the correct Netflix account to your package.

What will happen to my Netflix account if I cancel my package or service?

Go to your Account page to check if you have a Package or a Package Add-on, then refer to the appropriate section below.

Package

If you cancel your package or service, one of two things will happen:

  • If your Netflix account has a valid payment method (credit or debit card, for example) on file, you will continue to stream uninterrupted and we will charge your payment method.

  • If your Netflix account does not have a valid payment method on file, your account will go on hold. To continue streaming, sign in to your Netflix Account page and add a new payment method.

Package Add-on

If you cancel your Netflix package add-on, or you cancel your partner service completely, your Netflix account will be cancelled. If you have a credit balance, it will be consumed before your account is cancelled.

How do I change my Netflix plan?

Package

The option to change your Netflix plan depends on your package.

  • Go to netflix.com/account to check if you're eligible, then choose an available plan. 

    • You cannot downgrade to a plan lower than what is included in your package.

    • Plan changes take effect immediately.

    • The price difference (based on Netflix retail value) will be reflected on your next bill.

  • If you don't see the option to change your plan, contact your package provider to check eligibility.

  • If your plan change is declined by your provider, you may need to contact them to take additional action.

Note:
You must wait 12 hours after changing your plan to make additional plan changes. Your provider determines the plan change eligibility.

Package Add-on

The option to change your Netflix plan depends on your package.

  • Go to netflix.com/account to check if you are eligible, then choose an available plan. 

    • You can change to any Netflix plan offered by your provider (contact provider for available plans).

    • Plan changes take effect immediately.

    • The new plan price (determined by your provider) will apply to your next bill.

  • If you don't see the option to change your plan, contact your provider to check eligibility.

  • If your plan change is declined by your provider, you may need to contact them to take additional action.

Note:
You must wait 12 hours after changing your plan to make additional plan changes. Plan change eligibility is determined by your provider.

Note: Customers on the Xfinity StreamSaver and Xfinity NOW StreamSaver packages are currently only able to change their plan via Netflix. Plan change through Xfinity is currently unavailable.

Can I activate my package if I have extra members?

If you are the account owner with extra member slots and you want to change your payment method to a partner package, you can link your account as instructed by Netflix and your provider. However, we will cancel your extra member(s) immediately once activation is complete and the extra member(s) will receive an email confirmation.


If you are an extra member, you can create your own account and link to a partner package as instructed by Netflix and your provider. Make sure you use the same email address you use for your extra member account to retain your viewing history and settings. Once complete, we will notify the account owner that you have been removed as an extra member from their account.

What happens to my Netflix gift card or promotional balance when I link my account to this package?


Once you link your account to this package, your gift balance will be held on your Netflix account for future use. If you decide to cancel your package, we will continue to bill your gift card or promotional balance.

Why am I still being charged on my previous payment method?

If you have Netflix as part of a package, you must link your existing Netflix account to stop being charged on your previous payment method.

  • If you haven’t linked your account, follow the steps above under “How do I activate Netflix?”.

  • If you linked your account, you may have linked to a different Netflix account or mistyped your email and accidentally created a duplicate account. To resolve this, follow the steps under “I accidentally linked the wrong Netflix account to my package”.

As of October 25, 2021, if you previously paid through Apple and have linked your account to a package with Netflix, you must cancel your Netflix subscription through Apple to avoid future charges from Apple.

I'm having trouble signing in to Netflix

If you don’t remember your Netflix login information, go to netflix.com/loginhelp.

If you see the message “Sorry, we can't find an account with this email address,” it's possible that you accidentally mistyped your email while linking your account. To resolve this, try the following:

  • If you're signed in to Netflix on your Comcast Xfinity X1 cable box:

    1. Launch the Netflix app.

    2. Select Get Help to view your Netflix account email.

  • If you are signed in to Netflix on a mobile or web browser:

    1. Go to your Account.

    2. Select Security to see your Netflix account email.

    3. From here, you can Change account email, if necessary.

  • If you still can't sign in:

    1. Contact Comcast and tell the agent you need help recovering your Netflix login information.

    2. Provide the agent with the email address you wish to use for Netflix.

    3. Your request will be processed within 1-2 days, then you will receive a Netflix email with steps to reset your password.

Why was my Netflix account canceled?

Your Netflix account may be canceled if:

  • you cancel or pause

    • a package that is linked to a Netflix account

    • a Netflix subscription that was added to your package

  • we did not receive payment from your service provider

If you did not request a cancellation and your service provider account is in good standing, try re-linking your Netflix account using the steps in "How do I activate my package with Netflix?". If those steps do not work, please contact your service provider to check your account status.

How do I cancel Netflix?

Please contact Xfinity customer support to cancel your Xfinity package or Netflix subscription.

See "What happens to my Netflix account if I cancel my package?" for more information.

How do I contact Xfinity customer support?

You can contact Xfinity customer support at 1-800-934-6489. Be sure to tell the Xfinity agent that you have Netflix through your Xfinity package.

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