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Jmejia1995
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3 Messages

Tuesday, October 24th, 2023

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Losing my ACP benefit due to no data usage

I received an email saying I will lose my ACP benefit if I don't use my internet. I checked my data usage and it doesn't show i used internet the whole month of october, even though, I've been using it every day. I spoke to a person and she said they will send an email to xfinity, but that does not guaranteed me that it will be fixed. Why is my data usage not showing?  My ACP will be cancel in November 6. I don't understand why data usage is not appearing and I've seen many people complaining about the same issue. This seems like a shady thing to do.

Question

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Updated 

2 years ago

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XfinityJoshuaG

Official Employee

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331 Messages

2 years ago

@Jmejia1995 So sorry to hear about this issue. Who did you speak with exactly and what was sent to you?

5

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Jmejia1995

3 Messages

I called this number 18558468376 and spoke to customer service. I told them I did used my internet and for some reason the data usage is not showing this month of october. I received an email saying my ACP will end because I have not use xfinity internet this month, which is not true i use my internet every day. I cannot attach images here unfortunately of the email. The xfinity representative said she will send an email saying that I still use my internet, but I don't know if that will fix it. 

(edited)

2 years ago

0

XfinityJoshuaG

Official Employee

 • 

331 Messages

@Jmejia1995 Could you please direct message us your full name and address so I can take a look at your account? 

 

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

• Press Enter to send your message

2 years ago

0

Jmejia1995

3 Messages

I did already i messaged, but it keeps giving me options that have nothing to do with my issue.  

(edited)

2 years ago

0

XfinityPeterH

Official Employee

 • 

2.2K Messages

It would be best to contact our Data Usage experts at
1-888-565-4329 they have the proper tools to help investigate data usage. 

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

2 years ago

0

user_tk1srk

5 Messages

2 years ago

I have the same exact problem as this individual and they are threatening to remove my ACP credit on 2/23/24 and charge me the cost for the free internet service I have received from them so far, a fee so large that I could never repay it and would prevent me from returning to my internet essentials account such as I had before I received the ACP benefit. Please, can anyone help me with this. Any help would be very much appreciated. Thank you.

(edited)

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XfinityThomasA

Official Employee

 • 

2.7K Messages

@user_tk1srk - We can help! I've responded to your original post detailing this issue, and look forward to helping out in a direct chat message. Talk to you there! 

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

2 years ago

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