2 Messages
ACP De-enrollment
Hello,
I enrolled and got approved in ACP and signed up for Xfinity internet and got the $29.95 credit for the first month, which took my bill down to 0. However, the second month of service I received a bill for $29.95, and noticed that there is De-enrollment from ACP, however, I did not de-enroll, so what I did for now, is re-enrolled in ACP again... now I am worried that this is going to be a monthly thing... why am I being de-enrolled, isn't there a way to just keep my ACP active and I only recertify when needed as in once a year?
XfinityRay
Official Employee
•
2.7K Messages
1 year ago
Good evening, @user_x39n6c! Congratulations on qualifying for the ACP credit! The only time someone is de-enrolled without asking to be is if the Universal Service Administrative Company (USAC), which is the administrator for the ACP program for the FCC, lets us know that you are not eligible. I have seen this in instances where the customer is listed as being enrolled by 2 providers or things of that nature.
We would be happy to check on your account to see what notes there are from when that happened. That will shed some light on this so we know what to do and expect moving forward. We can also help you to get in touch with the USAC if that is needed.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
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