UnamusedPerson's profile

New Poster

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6 Messages

Wed, May 12, 2021 9:03 PM

Has anyone been able to apply with Xfinity for the EBB?

I keep getting error messages. I've tried calling and chatting,  and they tell me the ONLY way is the Xfinity EDD step 3 button. Is my only answer to switch providers? The EBB discount is good at all my other options,  but I'd hate to have to switch. 

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Accepted Solution

Official Solution

Administrator

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4.3K Messages

1 m ago

All,

Here is some helpful frequently asked questions that may be able to assist those experiencing issues when enrolling in the Emergency Broadband Benefit Program. 

How do I sign up to receive the Emergency Broadband Benefit?
For instructions on how an eligible customer can enroll in this program, see https://www.xfinity.com/support/articles/emergency-broadband-benefit-enroll

Who determines eligibility for the Emergency Broadband Benefit?
The FCC determines eligibility for the Emergency Broad Benefit. We will be relying on both our Internet Essentials verification process (approved by the FCC) and the National Verifier, which was established by the federal government to check eligibility for this program and similar government benefits.

When will the credit appear on the customer’s bill?
Once you receive confirmation of your enrollment, customers could see the Emergency Broadband Benefit credit on their very next bill. However, depending on when they enroll, the credit may not appear until the second bill after enrollment, in which case it would appear twice to account for the first and second month enrolled in the program.

How will I know if I am approved for the Emergency Broadband Benefit program?
After completing the enrollment process from the xfinity.com/EBB site, you will receive an EBB application in-progress $0 email confirmation which indicates your application is under review. Once you have been approved, you will receive an approval email that provides the details of the program and when to expect the credit to be applied to your bill statement.

What does the Emergency Broadband Benefit cover?
The Emergency Broadband Benefit applies to monthly charges for broadband Internet service and modem rental. Qualified households will temporarily receive a federal subsidy of up to $50 per month toward Xfinity Internet service, including Internet Essentials, and any applicable Xfinity Internet modem rental charges for the duration of the program. Qualified households within tribal lands will receive up to $75 per month. The level of the credit depends on the rate for the Internet service they choose.

How to Enroll in the Emergency Broadband Benefit Program

To enroll in the Emergency Broadband Benefit program, follow the steps in order as outlined below:

NEW CUSTOMERS

New Xfinity Internet Customers

  1. New Xfinity Internet customers should check eligibility through the National Verifier and, if eligible, sign up for Xfinity Internet services at xfinity.com.
  2. If you’re eligible as confirmed by the National Verifier and you’ve enrolled in Xfinity Internet services, you’ll need to enroll in the Emergency Broadband Benefit program at xfinity.com/EBB using your Xfinity ID, and complete the consent and application process.
  3. Make sure the information (name, address, etc.) submitted on your National Verifier form matches the information submitted on your Xfinity Emergency Broadband Benefit enrollment form.

New Internet Essentials Customers

  1. New Internet Essentials customers should apply for Internet Essentials at www.internetessentials.com and activate service.
  2. After activating your Internet Essentials service, you’ll need to enroll in the Emergency Broadband Benefit program at xfinity.com/EBB using your Xfinity ID and complete the consent and application process.

EXISTING CUSTOMERS

Existing Xfinity Internet Customers

  1. Existing Xfinity Internet customers will need to check eligibility through the National Verifier.
  2.  If you’re eligible as confirmed by the National Verifier, you’ll need to enroll in the Emergency Broadband Benefit program at xfinity.com/EBB using your Xfinity ID, and complete the consent and application process.
  3. Make sure the information (name, address, etc.) submitted on your National Verifier form exactly matches (in some cases, this includes case sensitivity and any abbreviations) the information submitted on your Xfinity Emergency Broadband Benefit enrollment form.

Existing Internet Essentials Customers

  1. Complete the enrollment from the xfinity.com/EBB website.
    • Note: Existing Internet Essentials customers do not need to check eligibility through the National Verifier.
  2. Enroll in the Emergency Broadband Benefit program at xfinity.com/EBB using your Xfinity ID and complete the consent and application process.

Additional Questions?

Go to xfinity.com/EBB for more information and to view the list of frequently asked questions. Additional details on the Emergency Broadband Benefit Program can be found at www.fcc.gov/broadbandbenefit.

(edited)

Official Employee

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270 Messages

3 m ago

Hello, @, thank you for reaching out in our forum regarding this awesome new program that Xfinity is part of. I was very happy to see that we're participating and helping customers in any way possible. We certainly don't want to see you leave, and I appreciate you giving me the chance to help you apply. Does the error message you're running into providing a reason as to why you need to call in to complete it?  

BruceW

Gold Problem Solver

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22.6K Messages

3 m ago

@ComcastMarcos wrote: ... Does the error message you're running into providing a reason as to why you need to call in to complete it?

At https://forums.xfinity.com/conversations/billing/emergency-broadband-benefit-program/6081738c43a1b761d4e7c5c3?commentId=609c43f643a1b761d4e9f876 the poster stated:

... The web page apply now button gives an error message that tells me to call to complete. But I've called and chatted and they tell me it must be done via that button ...

Visitor

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8 Messages

3 m ago

I qualified for the program and even received and application ID from the government verifier, but when I go directly to STEP #3 to apply on the Xfinity site I see my regular bill with NO change or discount. I don't know where I have to put in my information or what I am supposed to do other than cancel my service. I have been on the verge of canceling my service for several months now because it is SO expensive! This government discount is the perfect solution for me, but if Xfinity won't give it to me, I too will just find another provider who will.

Regular Visitor

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4 Messages

3 m ago

I was also approved for the benefit but when I click step #3 is gives me an error and to chat with a friendly rep, which i have and been told it is a technical error and they are working on it and will email me when it is ready? I also got email from goverment verifier but cannot apply this credit due to xfinity site not working, no error code just tells to call or chat and they not much help, very frustrating.

Visitor

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8 Messages

3 m ago

I'm sorry but I am extremely frustrated as well. I completed the verification application and qualified then went on the Xfinity site and completed STEP #3, submitting the application. It said that it could take up to 48 hours, but within a few hours I received and email from Xfinity the check my UPDATED SERVICE ORDER. When I did that, under EBB application, it shows $0.00. There is ZERO change in my service even though I qualified! I cannot get anyone to help me and am so frustrasted that I just want to find another provider.

Visitor

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8 Messages

3 m ago

Ok, but in STEP #3, I do not see a discount at all. It says the following (image attached). Should I submit anyway?

This comment was created from this reply
Again

Expert

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26.1K Messages

3 m ago

@ComcastDena 

Please make your links live by clicking on the link icon and inserting your URL.

Thanks.  😉

(edited)

Visitor

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4 Messages

3 m ago

This is the most frustrating part about Comcast. I was approved by the National Verifier in step 1, so I went to step 3 because I'm an existing xfinity internet customer. However, the step 3 link just leads to an error please contact us page after login. I chatted online and called customer service. It takes forever and many loops to speak to a live agent from the Internet Essentials team, and at the end, they will just give you the link xfinity.com/ebb and ask you to follow the instructions on website.

Visitor

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1 Message

2 m ago

I've been having the same problem,and called Xfinity several times with the same complaint. The chat service was no help either. They keep telling me to apply and I did and was already approved by lifeline. Lifeline says I must contact the broadband company and apply with then for me to receive the credit. I tried the xfinity.com/ebb site and it hasn't been working for days now. Can anyone here help?

Visitor

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3 Messages

2 m ago

I'm having this exact same issue!  I go to "apply" at step 3 and receive the same error msg that tells me to call.  And then I call,  I'm told the only way to apply in online.    Frustrating!

Visitor

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3 Messages

2 m ago

I got an error message too. Seems like a lot of people have tried to apply and cannot do so. I contacted Xfinity twice and no one can help me, so calling or chatting with them online is a waste of time. I'm seriously thinking about switching to another provider. I'm tired of the slow Internet and the lack of customer service and no help when needed. Sickening. 

Visitor

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2 Messages

2 m ago

I have Internet essentials and when I try to do the xfinity ebb deal it keeps telling me I owe $125 today????  Obviously I’m not going to pay that.  Really angry how xfinity it seems is try their hardest to be unhelpful.  Ridiculous I have to talk to a guy in India who just made things worse.  Xfinity clearly doesn’t want anyone to use this offer.🤬🤬🤬

Visitor

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12 Messages

2 m ago

I already applied 7times with xfinity ebb and every time I am getting same email that I am not qualified for EBB but I already qualified for EBB.So when I called xfinity with this issue they gave me 3 different number on 3 different days to talk with FCC,USAC and lifeline program people.I already talked with them and confirmed my all information is correct with them and xfinity.Last Friday when I called again xfinity they manually put my all information again and told me it should be fine by Monday but yesterday I got the same email again from xfinity.Today I went to xfinity customer service office for 8th time and they are saying they are not EBB people so I have to call their hotline.

This comment has been converted into a post

Visitor

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1 Message

2 m ago

What is the $125 for?

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