Hello! Thank you for reaching out for help with your ACP. There a number of reason why this could happen.
You may be de-enrolled from ACP through Xfinity for various reasons, including the following:
• If you no longer meet the eligibility requirements of ACP. • If you notify another service provider that you wish to transfer your ACP benefit to them from Xfinity. • If you request to be de-enrolled from ACP through Xfinity. • If the monthly cost of your Internet service is entirely covered by the ACP benefit and you have not used the service at least once in the past 30 days. • If you are an Xfinity Prepaid Internet customer and you do not refill your 30-day service within the required time period.
Another reason is recertification.
Each year, the Universal Service Administrative Company (USAC) must confirm your continued eligibility for the ACP benefit. If USAC is unable to confirm your continued eligibility through its automated database, you will be contacted with next steps on what you must do to recertify your ACP eligibility. If you do not recertify within the time period provided by USAC, you will be removed from ACP, lose your ACP credit, and be responsible for the full cost of your Internet service.
You can learn more about USAC's ACP recertification process here. You can also contact USAC's ACP Support Center by emailing ACPSupport@usac.org or calling (877) 384-2575.
EG
Expert
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110.1K Messages
2 years ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CCBrandon1
Problem Solver
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770 Messages
2 years ago
Hello! Thank you for reaching out for help with your ACP. There a number of reason why this could happen.
You may be de-enrolled from ACP through Xfinity for various reasons, including the following:
• If you no longer meet the eligibility requirements of ACP.
• If you notify another service provider that you wish to transfer your ACP benefit to them from Xfinity.
• If you request to be de-enrolled from ACP through Xfinity.
• If the monthly cost of your Internet service is entirely covered by the ACP benefit and you have not used the service at least once in the past 30 days.
• If you are an Xfinity Prepaid Internet customer and you do not refill your 30-day service within the required time period.
Another reason is recertification.
Each year, the Universal Service Administrative Company (USAC) must confirm your continued eligibility for the ACP benefit. If USAC is unable to confirm your continued eligibility through its automated database, you will be contacted with next steps on what you must do to recertify your ACP eligibility. If you do not recertify within the time period provided by USAC, you will be removed from ACP, lose your ACP credit, and be responsible for the full cost of your Internet service.
You can learn more about USAC's ACP recertification process here. You can also contact USAC's ACP Support Center by emailing ACPSupport@usac.org or calling (877) 384-2575.
@user_505487
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