Visitor
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3 Messages
ACP help
I've been certified for ACP and receiving it for number of months by now. Yesterday 10/20 I received an email from Xfinity saying (also see image attached):
"Xfinity
We've reversed your last
federal Affordable Connectivity Program credit
The federal Affordable Connectivity Program and the Maryland Emergency Broadband Benefit (MEBB) do not allow consumers to be enrolled with more than one service provider at a time, and our records show that you are receiving your ACP credit from another service provider. As a result, we want to make you aware of a few changes on your next Xfinity bill. First, the ACP credit that you received last month will now appear as a charge. Second, you will resume being charged the full price for your service prior to having the ACP credit applied. Additionally, if you live in the state of Maryland and are currently enrolled in the Maryland Emergency Broadband Benefit (MEBB), you will no longer remain eligible for that credit with Xfinity.
We apologize for any confusion this may have caused. If you believe you have been transferred in error and would like to re-enroll in the ACP program through Xfinity, or if you have any other questions or concerns about your ACP de-enrollment with Xfinity, please visit us at www.xfinity.com/acp or call us at 1-800-Xfinity.
Thank you for being an Xfinity customer"
I DO NOT receive ACP from another service provider!
Call yesterday and got nowhere speaking with 2 representatives who could not find the message and told me I'm still getting ACP.
Again called to day asking either to have Xfinity send me an email stating that they still provide me with ACP or re-enroll as per the email. Again talked with 2 different representatives; the 1st said that maybe it is one of the 86,000 emails sent in error and I'll not know until 11/05 two days before my bill if I ACP will be applied. I asked to be re-enrolled in case that it is not an "error", was send to the Xfinity ACP representative that after collecting all my information said that I'm till enrolled with Xfinity. I asked for it in writing but he couldn't help me.
Any advice how to make sure I will lose the ACP completely? We really need this help.
Thank you!
CCYvonne
Contributor
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340 Messages
2 years ago
Hello @user_b3bfc2 I understand how concerning it is to receive this letter about your ACP credit ending. It is true that there were customers that were incorrectly enrolled, but that has been resolved. You can re enrolling https://www.xfinity.com/support/articles/emergency-broadband-benefit-enroll if this gives you peace of mind. I can also review your account to see if there are notes about the ACP benefit. Just send over a DM with your full name and address.
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t.gorenflo
Visitor
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1 Message
2 years ago
I do not live in Maryland but I just discovered i was "de-enrolled" from the ACP program as was said in my xfinity monthly bill for May. I have been charged 9.95/month every since that bill and I had absolutely no idea until about a week ago. So anyways, I guess what I am wondering from you is, did you get credited back for the months they were charging you for or did those charges become your responsibility until you were able to be re-approved?
Thanks :)
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