Skip to main content

    Support

    Offers

U
user_9efe0c
1st Topic
1st Like

Visitor

 • 

1 Message

Sunday, June 6th, 2021 7:47 PM

Closed

EBB xfinity problems

Im approved threw everyone but xfinity. Tried 3 times all I get is this.

Thank you for applying for the temporary Federal Emergency Broadband Benefit program through Xfinity. Unfortunately, we could not completely process your EBB application at this time.

Here's why


Your application may have failed for one of the following reasons:

  • You must first complete your eligibility application with the National Verifier before completing your enrollment application for the EBB program through Xfinity. Click here to complete your application with the National Verifier. Then re-submit your enrollment application through Xfinity.
  • If you were verified through the National Verifier more than 90 days ago, you may need to reapply. Click here to complete your eligibility application with the National Verifier.
  • You may already be enrolled in EBB program with another service provider. Click here for more information.
What you can do next


Please verify that you are not currently enrolled with another service provider. In order to enroll in the Emergency Broadband Benefit program with Xfinity, the information on your EBB application with the National Verifier must match the information on your Xfinity account. To make corrections, you may need to submit additional documentation to the National Verifier and then re-apply through Xfinity.

Im about to leave xfinity and find another internet company.

Question

 • 

Updated 

4 years ago

1.6K

10

0

This conversation is no longer open for comments or replies and is no longer visible to community members.

Accepted Solution

Official Solution

user_PeterC

Contributor

 • 

150 Messages

4 years ago

Hi there @user_9efe0c welcome to the Xfinity Community Forums! I'm so sorry to see that you're having issues getting approved for the EBB program on the Xfinity side of things. I know this would be extremely frustrating especially having gone through the process 3 times and only to still get an error regarding the application. We do have our Internet Essentials Team who is specifically providing assistance for EBB enrollment and issues and questions related to that. I'm not sure if you've reached out to them yet, but if not they can be reached directly by calling 1-855-846-8376.

3

0

user_2a2aa9

Visitor

 • 

1 Message

@ComcastPeter I have the same problem. All the info is matching exactly, and I still get the error message. The Essentials Team is absolutely useless. They just tell you to fill out the application again. So frustrating....

4 years ago

0

CCDevin

Problem Solver

 • 

735 Messages

Hello, @user_2a2aa9 I can certainly see how that is frustrating and we want anything you do with us to be as easy as possible. Thanks for verifying that the information is matching exactly and for calling our Internet Essentials team. Has this team given you any further information on how to submit the application other than resubmitting it? Also, one thing I ran into was that the information on the application such as name and address need to match what we have on your account as well. If you load your billing statement (paper copy or through the Xfintiy MyAccount app) you can see how we have that listed for you. Can you doublecheck this against the application you submitted to be sure the spelling and details are correct?

I no longer work for Comcast. 

4 years ago

0

Again

Expert

 • 

31.8K Messages

4 years ago

@user_9efe0c 

@ComcastPeter 

Also note that information given must match exactly.  Your EBB application must match the information in your Comcast account otherwise it will be rejected.

Just an FYI.

2

0

sfla886

Contributor

 • 

26 Messages

4 years ago

Same thing exactly.  They claim I have not registered with EBB.  I have proof on the letterhead of USAC-National Verifier that I am approved and registered with them and to sign up with an ISP.  I also have an ID number from EBB.

sfla886

6

0

XfinityArmand

Official Employee

 • 

2.2K Messages

Hi there @sfla886!  Thanks so much for taking the time to reach out to Comcast here on our Community Forum.  We are so glad to hear from you and ready to assist you in any way that we can with your EBB enrollment.  Our Internet Essentials Team is specifically providing assistance for the EBB enrollment and issues and questions related to that. Have you reached out to them about this issue you are running into?  They can be reached directly 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

4 years ago

0

sfla886

Contributor

 • 

26 Messages

I wasn't going to say that but I am sure that is the answer. {edited for violating forum guidelines}

sfla886

(edited)

4 years ago

0

sfla886

Contributor

 • 

26 Messages

@ComcastArmand 

I have tried Internet Essentials several times in the past week once I am able to reach a human, no thanks to the Computer from Hell that answers all calls to anything Comcast.  Each of the humans has given me a different answer. That says they are just more ordinary Comcast phone answerers unable to go past the "script cards" in front of them  Why does Comcast not want us signed up to EBB?  Could it have anything to do with money?  

{edited for violating forum guidelines}

sfla886

(edited)

4 years ago

user_aed2f5

Visitor

 • 

1 Message

4 years ago

Same here I have the ebb email where I was approved and this was over a month ago and I have called xfinity 3 times and all they say is they have someone working on the issue. The 1st time someone was supposed to call me back within 48 hrs, of course that was a lie. 2nd time they would send me an email in about a week since someone is working on my case and that was a lie. 3rd time they r still working on it and it's over a month! If this isn't fixed by this week I am canceling my service!!! 

3

CCKorie

Problem Solver

 • 

1.1K Messages

I can surely understand your frustration @user_aed2f5. There have been some hiccups with this program, but rest assured, our team is doing everything we can to get it resolved. If you are continuously having issues, please reach out to our Internet Essentials Team at 1-855-846-8376.

I no longer work for Comcast.

4 years ago

0

user_e5cf96

Visitor

 • 

3 Messages

Comcast is a scam!!! I qualify and have many problems with EBB AND my box shipment. employees don't care, don't call back, don't answer and have no idea what is going on, nor they care. This company is a joke and I hope there is a class lawsuit against them soon.

4 years ago

XfinityDena

Official Employee

 • 

3.4K Messages

It does seem that you have been having an issue getting the EBB program started. At this time you would need to contact our Internet Essentials team though the link: https://comca.st/3efgn8W  to speak to them or by calling 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

4 years ago

0

user_3c9bef

Visitor

 • 

2 Messages

4 years ago

OMG, I have been trying to resolve the same problem.  It appears that Xfinity is giving customers the run around and does not want to provide us with this benefit.  They keep telling me that its the National Verifier, but I have been approved.  It's Xfinity's issue and they are not trying to correct the problem, as it appears many customers are having this same issue.  I have even been provided with the Executive Customer Relations number, but no one answers there either.  Terrible.   

2

XfinityAnthonyT

Official Employee

 • 

1K Messages

Hey there, I understand your frustration and apologize that this has not gone as smoothly as we have all hoped for, the number to contact our team that handles this is our Internet Essentials Team 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

4 years ago

0

Again

Expert

 • 

31.8K Messages

@user_3c9bef 

The information you gave to EBB must match exactly the information on your Comcast account.  If your name is Robert and that's what you put on the EBB application, but your name on your Comcast account is Rob or Bob, it's going to get kicked out.  Ditto for street names.  Any misspellings will also kick out an application.

You will need to follow @ComcastAnthonyT's advice and contact the Internet Essentials Team as they are the ones handling these problems.

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

4 years ago

0

user_b3af47

Visitor

 • 

2 Messages

4 years ago

I was approved for EBB and when I try to start an application on Xfinity I get a sorry page....

So I called in and the no one could help me..  Does anyone know what to do???

https://www.xfinity.com/error/buy/sorry?errorCode=DFPLN6102

(edited)

5

0

XfinityMartyR

Official Employee

 • 

2.3K Messages

Hello, @user_b3af47! Thank you for reaching out to our Community Forums. I do apologize you are having issues with the EBB application process. This is not the experience we want you, or anyone to have at all. 

 

Our corporate Digital Care Team that monitors our Community Forums does not have the support tools available to assist with the Emergency Broadband Benefit credit and application.

 

For assistance with your EBB application, and to speak with the team of representatives who can assist with reviewing your application, please call our Internet Essentials team at 1-855-846-8376. Press '0' when you reach the Interactive Voice Response system to speak with a representative. 

 

Thank you! 

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

4 years ago

user_b3af47

Visitor

 • 

2 Messages

thanks for the help Martin

  

4 years ago

0

XfinityMartyR

Official Employee

 • 

2.3K Messages

@user_b3af47 you are more than welcome!

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

4 years ago

0

user_748976

Visitor

 • 

1 Message

The issue with the EBB is entirely the fault of Xfinity and Comcast knows this. I've spoken with a member of the Executive Customer Service team, and was told the issue was with the system. While you need to enter the information exactly as you put in the National Verifier, Comcast systems are not making the connection. I was told to go back in after an update of the system on June 24 and reapply on Comcast's end. I did. I hope this works, because right now I did not get my benefit last bill, and I wonder if I'll get it this upcoming bill. 

It also seems to me that Comcast programmers could provide a manual approval option for Customer Service reps. When I ran a large call center and we had issues of this sort, our programmers would make these custom changes when needed. I'm sure it must frustrating for CSRs not to be able to resolve a customer's issue. Also, the lack of disseminating information both to the public and the CSRs is not a best practice. Roll-outs of new programs are bound to have glitches, but when you have this level of customer complaints, it is a systemic fail of the company's mission.  

4 years ago

0

user_e0e990

Visitor

 • 

1 Message

4 years ago

I have tried to connect my EBB credit 4 times to my xfinity account (twice with people from the hotline!!!) and yet I never receive an email saying if my application is even being processed! All of my info matches up completely and I have been approved through the national verifier, have my application ID everything! Do they not understand people need this credit for a reason???? Like I’m obviously approved for it please just connect it to my service! 

1

0

CCJoseph

Problem Solver

 • 

729 Messages

I am so sorry that you are having this issue with the credit, but we can help you get this looked at! If you don't mind, can you send me a DM to get this started? 

To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat 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 "Peer to peer chat" 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

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

• Press Enter to send your message

I no longer work for Comcast.

4 years ago

0

user_474b53

Visitor

 • 

3 Messages

4 years ago

They are giving everybody the run around and not wanting to provide ppl with the program benefits

0

0

forum icon

New to the Community?

Start Here