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user_84d0b8
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3 Messages

Thursday, April 21st, 2022 10:38 AM

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Not getting the ACP Credit on my Xfinity Bill

Qualified for ACP Credit 3/1/2022. Received a Credit for March. Was charged full price in April, Received no credit. I am Qualified until May 2022. Why did I receive no credit for April and will I receive one for May?

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Updated 

3 years ago

1.5K

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CCHeather

Problem Solver

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1.1K Messages

3 years ago

@user_84d0b8 Earlier this month, customers enrolled in the Emergency Broadband Benefit (EBB) program who remain qualified for the Affordable Connectivity Program (ACP) were automatically migrated to ACP. Customers who no longer qualify received a notice from the government in January that they had 30 days to reapply. If they applied and didn’t qualify or failed to respond within 30 days, they were de-enrolled from the program. Did you receive a notification? 

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user_84d0b8

Visitor

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3 Messages

3 years ago

No I never received a notification, our EBB doesn't expire until 5/2022. I verified that we are still qualified. But I think I understand what the issue is after reading so many complaints on your website. My Xfinity account is in my name, my step-daughter, who is disabled, lives with me and her Mom in the same house and qualifies for the EBB program has a completely different name then we do. She uses the Xfinity services, is an Adult and pays her portion for the Internet. 

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CCHeather

Problem Solver

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1.1K Messages

@user_84d0b8 Thank you for that information. That would make sense, as you would want the qualifying name through the National Verifier to match the existing account. You can enroll here: https://comca.st/3vBfFKS, to see if you may qualify again. 

I no longer work for Comcast.

3 years ago

0

user_84d0b8

Visitor

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3 Messages

I've done that already, went to that exact page, logged into my account. When I go to submit, it shows my credit for ACP to be $0.00. There's no option to enroll again, even though my household is qualified.

3 years ago

0

CCHeather

Problem Solver

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1.1K Messages

@user_84d0b8 Thank you.

Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

I no longer work for Comcast.

3 years ago

0

user_1ae73c

Visitor

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1 Message

I’ve been waiting for months and applied several times and still no credit. 
I reapplied to ACP and still was approved. Reapplied to Xfinity and still nothing. 

3 years ago

0

XfinityEmilyB

Official Employee

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2K Messages

Welcome to our community forum, @user_1ae73c! You've reached the perfect place to get help with any questions you have about your Xfinity service :). When you tried to apply for the discount here did you receive an Email with any details about why it didn't go through? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_1cf1ca

Visitor

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2 Messages

3 years ago

Got my credit for 2 months then xfinity not loading I'm spoke with acp I'm currently enrolled why xfinity is not crediting my account 

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XfinityJamesC

Official Employee

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2.1K Messages

Thank you for clarifying what was going on. If it was there originally, then we may need to see what happened. 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 session.

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

3 years ago

0

user_d3ad16

Visitor

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1 Message

I also have enrolled in the ACP program and was qualified. I received the discount in September, but it is not shown on the October bill. I have tried to re-apply but the ACP program won't open when I go to the Xfinity page.  

3 years ago

0

CCValerie

Official Employee

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974 Messages

Hi there, @user_d3ad16, thank you for taking the time to reach out to us through our Xfinity Forums. I know how important it is to ensure your bill is correct. Please rest assure you have reached the right team for assistance. To get started, please send us a direct message with your full name and service address. 

Here's the detailed steps to direct message us: 

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" 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.

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

3 years ago

0

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