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. 

Visitor

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12 Messages

5 m ago

After I posted my EBB issue and chatting with xfinity still they are saying same thing and putting me in loop.Don’t know why xfinity acting like that.Even I verified everything they are saying same thing both xfinity and National verifier information should be same..ahh..what a shame

Visitor

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2 Messages

5 m ago

It works now try it but for some reason it says $0.00 discount upon checking out 

New Poster

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4 Messages

@user_cada41 what works now? I’m still getting the same error message

Visitor

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1 Message

5 m ago

I keep getting an email message saying the following:

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.

All of my information is the same and I no other internet provider. It seems to me I am not the only one experiencing this problem. I am getting nowhere even after I sent the email with the application approval from lifeline. I have been with Comcast nearly ten years but I'm seriously thinking of switching to another company with an easier process.

Visitor

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3 Messages

Oh trust me. Just give up. That is the only email you'll ever get from xfinity about the Ebb. That is literally the ONLY email you're going to get from them. 

It just doesnt work brother. Sure you qualified with the national verifier but until comcast comes up with a different way of verifying peoples eligibility... it just wont work with them. I suggest changing companies if this 50 dollar monthly credit is really going to be beneficial to you and your current situation. Dont even pay attention to xfinity replies bc they dont helo at all. Oh call us do that do this...... we have and if you were any help.. we wouldnt be in this chat.

New Poster

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4 Messages

5 m ago

The same thing is happening to me.  I’ve been attempting since May 13 to sign into XfinityEBB to no avail.  Then I get an agent finally who doesn’t know or do anything to assist in the matter

Official Employee

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354 Messages

@joycreates Hello! Let's take a look at the account and see if we can see what the issue is. Please click on the chat icon in the top right-hand corner. Then search for Xfinity Support. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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4 Messages

Yeah,

like we all have t done that!  You really should be ashamed of yourselves.  You customer service is absolutely the worst! Like people on this forum don’t call, chat, or email you.  You call centers are staffed by friendly folks who have no idea what you are doing!

get a grip and get it together!

paulie k

Visitor

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2 Messages

5 m ago

@ComcastMarcos I was approved by EBB on May 25, 2021.  I changed my account name to match my EBB application exactly.  I don't have another carrier.  I don't understand why I keep getting denied.  It's really frustrating.  Should I file a complaint with the FCC? EBB program?  

I don't know what else to do.

Regards, 

Tina

This comment was created from this reply
XfinityRay

Official Employee

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300 Messages

@user_44a311. I am sorry that the steps you have taken have not helped. I would be happy to look further into this and am very sorry for the frustration. Can you please send me a chat message with your first and last name along with your service address?

 

 Here are 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 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.
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Visitor

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2 Messages

5 m ago

If you are an internet essentials customer with xfinity, going to step 3 works.  In the beginning it was frustrating and clear none of the kinks were worked out.  I tried a week later again and it worked in 3minutes!!  Then the approval came through and within 72 hours the credit showed on my account.  Hope this helps.

Visitor

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1 Message

I too have had the ENDLESS Comcast loop. I qualified in May with the Lifeline form and documents. Got my first rejection email from Comcast. I tried xfinity chat and the young lady claimed they were having internet issues, try again to fill out the xfinity-ebb form the following Friday. Filled it out AGAIN. Got a second rejection email. On May 24, I chatted with a ShawnOliver at xfinity. He ASSURED me that my June 1 bill would reflect the EBB discount. Bill arrives on June 3 - NO discount. I phoned a so-called EBB specialist at Comcast June 3. He told me to fill out the xfinity-ebb form for the THIRD time. Voila, the rejection email arrives AGAIN today.  What Comcast SHOULD do is let the applicant put the Q number issued by Lifeline ON the Comcast form. Match up two numbers, how hard is that?  I am so SICK of Comcast and their constant head-up-the-rear shenanigans!!! Oh, and NOWHERE on that rejection rubber-stamp email is there any way to figure out what is REALLY wrong....other than the fact that it's Comcast at the wheel. 

Visitor

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2 Messages

5 m ago

I have been rejected 4 times even though I was approved for EBB Lifeline May 20th. Made sure that everything matched up but I keep getting a rejection letter from Xfinity saying that 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. 
  • I have done everything correctly and still get this

Official Employee

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246 Messages

Hi there @user_21a05c! Thank you for reaching out to us here over our Forums platform. Have you already contacted our Internet Essentials Department at 1-855-846-8376? They would be able to assist you with any questions or concerns you may have regarding your EBB application. 

 

Please let us know if you have any other questions or concerns, we are here 24/7 to help. 😊

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

Visitor

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4 Messages

Like we don’t call endlessly and get told a different excuse every time.  I swear if I had any other options where I live I’d dump Comcast IMMEDIATELY!

Customer service is the absolute worst!

Official Employee

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270 Messages

Hello @user_47db50, this is not the experience we want you to have. Could you please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account? 

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

Visitor

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10 Messages

4 m ago

I've been receiving the same response from Comcast as most people here since I started applying on May12. .. However when I recently started reapplying after step 3, I get the following message.. .''Thanks , here is your xfinity order confirmation''. When I open the email it gives me my account information but it doesn't show the $50 being applied to my account .  Anyone know what that means? 

I called xfinity and they're useless. Their message says to wait 2 billing cycles to see if the money's been applied to the account.. And they said not to ask to speak to an xifinity representative because they won't know if the money's gone through or not.. What a joke!    

Official Employee

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220 Messages

@user_40b816 Once you receive confirmation of your enrollment, you could see the EBB credit on your very next bill. However, depending on when you enroll, the credit may not appear until your second bill after enrollment, in which case it would appear twice to account for your first and second month enrolled in the program.

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.
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Again

Expert

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26.5K Messages

4 m ago

@Sosick1 You need to call Internet Essentials and discuss it with them as they are handling EBB.

1-855-8-INTERNET (1-855-846-8376)

This comment was created from this reply
R2017

Frequent Visitor

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24 Messages

4 m ago

I keep getting same error.  Just called +1 (855) 846-8376.  Internet essential team and now they say someone will look at it. Crazy way to process these 

This comment was created from this reply

Visitor

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2 Messages

4 m ago

On May 9th after my 5th rejection email I called in and spoke with someone and she told me that the credit will apply when the bill cycled again on 6/15. I checked my account on 6/15 and NO CREDIT. She lied just to get me off of the phone. Finally I spoke with someone yesterday and they said my birthday didnt match up and thats why I was getting the error message and that it should go through now and I should see my credit next month on the Julys bill. I was very upset and wanted my credit for June since the other lady told me that I was going to get it, but I cant get it until my application was accepted. I actually work for an internet company and when you qualify it goes right through and we add the credit. Not sure why Xfinity is making you jump through hoops. We will see if my credit applies next month

Visitor

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10 Messages

4 m ago

Silly me. I thought that because Comcast hadn't gotten back to me with their usual rejection notice that I had finally been approved by Comcast. What a joke! . No sooner did I leave a message here yesterday saying that there may be hope, I checked my e-mail and there it was again.. another rejection notice.  

XfinityEthan

Official Employee

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389 Messages

I am sorry for the hassle and we can check your account to see if it is in a pending approval stage or not. Send us a private message with your name and address using the top right chat icon near the bell icon. You must be signed in with your Xfinity credentials to access the chat icon. Thanks!

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

Visitor

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2 Messages

4 m ago

I am having the same problem with my EBB. I have been eligible since May 26th and have now missed out on nearly 2 months of eligibility. I have used the same exact information as I have on my EBB application and still I receive an error message saying the information did not match exactly right down to the commas in the address. Just a "nice" way for Xfinity to be difficult and NOT give people a discount.  Why bother accepting the discount just to make it impossible to get. This is very frustrating. I am patiently waiting for another internet company to come to my area so I can switch. I wish COX would come over the line, they are so much better and cheaper.

Official Employee

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105 Messages

Hello @cyrilplace! Thanks so much for taking a moment out of your evening to leave a post on our community forum! I'm sorry to hear you're having issues with your EBB application, but you have definitely come to the right place for assistance! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

Visitor

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1 Message

4 m ago

I have tried repeatedly over the course of the past week to apply and I keep getting an error message. I have been verified and am eligible. But can't fill out the xfinity application. The customer service chat bot says it can't help me and I can't get anywhere on the phone. So frustrating!!! Why do you encourage people to apply and then not be able to accommodate them? 

(edited)

Official Employee

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289 Messages

Hello @user_485bac. I'm glad to hear you've been verified and eligible to participate in this program. You'll need to call Internet Essentials at 1-855-8-INTERNET (1-855-846-8376); they are handling all EBB issues.

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

Visitor

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10 Messages

@user_485bac Sorry to hear you're having a problem.. Did you enter your EBB accepted application number ( which starts with  B or Q) on the Xfinity application?   I tried for over a month until the application added that request. Good luck

Visitor

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2 Messages

3 m ago

that link STILL doesnt work! i stopped trying for two months and tried to log in today thinking it would work it still doesnt. pathetic. they dont care to really help but i bet the link to make a payment works JUST FINE

Visitor

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10 Messages

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