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Visitor

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4 Messages

Wed, Mar 23, 2022 5:37 PM

Acp credit not applied

I signed up for and received the acp benefit. It applied just fine the first month. This would have been the second month. I saw it wasn't on my bill. So I called. Call 1. Doesn't always apply on exact same day. Can check later. Call 2. Still hasn't applied. Check back later. Call 3. Sometimes won't apply til the day before or the day bill is due. Well, it never appeared. I've seen comments online from other xfinity customers that it wasn't being applied either. Which is why I called all those times. No one has seen it as a problem that needs to be addressed. How do we fix this?

Accepted Solution

Official Employee

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553 Messages

3 m ago

Hi there @user_e29552!  Thanks so much for taking the time to reach out to Xfinity support with Digital Care here on our Community Forum.  We are so glad to hear from you and want to assist in any way that we can to address and resolve your billing inquiry.  I see that you have also sent us a private message with your name and account info.  We will follow up with you via private message shortly.  

Visitor

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1 Message

@XfinityArmand​ i have the same problem right now and no one has been able to help me

XfinityBrie

Official Employee

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601 Messages

Hi @user_6723ab

 

Thank You for connecting with us today and bringing this to our attention. The ACP is a longer-term replacement for the federal Emergency Broadband Benefit (EBB). It was designed to help lower-income households connect to the Internet and stay connected.

 

The Program provides eligible customers of participating broadband providers up to a $30/month ($75/month for Tribal lands) credit toward Internet and mobile services for the duration of the program. It will last for as long as the Federal Government funds the Program, which is expected to be several years. The amount of the credit depends on the rate for the services selected.

 

 

If you are an Xfinity Internet or Internet Essentials Customers;

  1. Check eligibility for ACP. Complete the National Verifier form
  2. Complete the Xfinity ACP enrollment form to receive your credit. For this step, you’ll need the application ID you received from the National Verifier when you were approved. Start ACP enrollment


Expect to hear a status update from us within 48 hours of applying for ACP.

 

If you have Xfinity Mobile, but do not have Xfinity Internet;

  1. Check eligibility for ACP. Complete the National Verifier form
  2. Once you’ve confirmed eligibility, please call 844-389-4681 to enroll in ACP through Xfinity and have your ACP credit applied to your Xfinity Mobile service.


Expect to hear a status update from us within 48 hours of applying for ACP.

 

Once you receive confirmation of your enrollment, you could see the ACP credit on your very next bill. However, depending on when you enroll, the credit may not appear until your second bill after enrollment.

 

We apply a customer's first ACP credit two days after they’re approved for the program. If their bill period extended into the next month, they’ll see a second credit on their first bill. Going forward, they’ll only see one credit per bill period.

 

For example, if a customer's bill period begins on June 8, ends on July 7 and they were approved for ACP on June 12:

  • We’ll apply their first ACP credit up to $30 on June 14.
  • Future credits are then applied two days before the customer's cycle date for the following calendar month.
    • In this example, that would be on July 5, so the customer would see two ACP credits on their June 8 bill statement.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Again

Expert

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27.5K Messages

3 m ago

@user_e29552 

The sending of a Private Message to anyone in the Forums, especially Official Employees, unless specifically requested, is against the Forum Guidelines and the Acceptable Use Policy.  
 
Please do NOT send any of the Official Employees private messages unless they request it. By doing so they are being flooded with PM's and are being bogged down in trying to answer all of them. This keeps them from doing their job effectively here in the forums and defeats the purpose of the forums.
 
Thanks

     

Visitor

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4 Messages

3 m ago

Sorry. When reading the other posts, everyone was asked to do as to get their issue solved. I assumed they would ask me as well, and so sent one. 

I still haven't heard back from anyone. Since I was naughty, I guess that's what I deserve.

Again

Expert

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27.5K Messages

@user_e29552​ Did anyone ever reply to you besides me?  Were you able to get your issue resolved?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Visitor

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1 Message

2 m ago

Having same problem.

XfinityGina

Official Employee

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554 Messages

Hi there @user_f7b32e!

 

Thank you for reaching out about the Affordable Connectivity Program. Is the issue that you are having the same as the original post in this thread, where the credit showed previously on a bill and does not now? If so, please check to make sure that there have not been any messages left on your phone, email, text, or via mail, advising that there was information missing. That may cause de-enrollment, but you can re-enroll on our ACP site

 

If the issue is not the same as the original post, please let us know. We appreciate your time and want to ensure that your bill is as it should be :) 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

xfinity has worst costumer service in the country. they are rude and nobody there knows a damn thing

Visitor

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2 Messages

1 m ago

I applied for the ACP and I qualified. Why isn’t the credit showing up on my bill? 

Again

Expert

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27.5K Messages

@Little_Staps​ Did you also fill out the application for Comcast at Internet Essentials?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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1 Message

17 d ago

exact same problem. The credit applied on May 1st for my bill covering 4/29-5-28, but nothing on my June bill 5/29-6/28. I've called and got no help, they just say that it will show on my next bill. If it shows on the next bill, that will be for July, with no credit in June smh. I'll wait until the last day to pay and see if it applies, but this is frustrating

Official Employee

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31 Messages

Hello @grammaton1  thank you for reaching out to us on our community forums. I see that you are reaching out because you are having issues with the ACP credit. I will be happy to look into your account to see what the issue is.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

7 d ago

I contact Xfinity about my ACP credit too. I figured out myself it’s supposed to credit my acct every 30 days . Mine is supposed to be June 12, but it still isn’t there & in 5 days the full payment will automatically be taken from my acct.  A warning when you contact them. I used chat in the offical website. During that time, I was offered a mobile add that added up to $0. I told them write it up & show me, I’ll wait. Instead, about 5mins later,they told me my bank acct was frozen. I asked why were you trying to get in my bank acct., I hadn’t agreed to or authorized anything.Then they wanted my soc sec# & my husband’s too & he’s not on the acct. Talking to another CSR,I was told there was no such offer. And they confirmed I was in the offical Xfinity website after I gave them the link I used.  They have the info they need by my Xfinity acct,to add anything. I copied & pasted the entire convo. They sent  a verification code,yet the site is not secure.I suggest you be cautious & record your convos. ACP credits are coming from the government who sends them the money every 30days. It’s almost impossible to contact Infinity & get a definite answer .I think it’s best to contact ACP Support Center at (877) 384-2575.

Visitor

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1 Message

@user_bc1556​  I’m having same issue. Xfinity doesn’t know when the credit will be applied, that it just appears. I called the ACP program and the only information they can see is if a person is approved. So nobody seems to know or directed me to person who does. 

Official Employee

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1.1K Messages

@user_bc1556 I definitely understand the frustration. Our team of experts here are able to confirm if it is approved. Have you tried called our team that is dedicated to handling ACP questions at 1-855-846-8376?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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