Received an email with subject: Action Required: You are at risk of losing your ACP benefit (but I use the internet & data usage confirmed)

I copy and pasted the full email below. It says that I will lose internet service and my ACP credit very soon if I don't use the internet. However, I use it every day and my usage details for December shows data usage of 20GB.

I am a senior citizen and rely on the internet and the ACP benefit to reach family and friends and stay connected. Also we have extreme freezing winter weather here in my city so I'm homebound. Receiving this email on Christmas is very alarming and worrisome and I hope that you can help me establish that it was sent in error. I would just like confirmation my internet will not be shut off and that I won't be losing my ACP credit.

I really hope that you can help me resolve this issue? Thanks for your assistance and I look forward to hearing from you!

Data usage:

Full email received:

Please use your Xfinity Internet service to continue receiving the ACP credit from Xfinity

The rules of the federal Affordable Connectivity Program (ACP) require that a customer use their Internet service at least once in 30 consecutive days in order to remain enrolled in the program and continue receiving the ACP benefit. This rule applies to ACP customers whose Internet service is fully covered by the ACP benefit. According to our records, you have not used your Xfinity Internet service in the last 30 days. If you do not use the service within 15 days, you will be removed from ACP, lose your ACP credit, and be responsible for the full cost of your Internet service.

To avoid losing your ACP credit, please be sure to use your Xfinity Internet service within the next 15 days and then at least once every 30 days after that.

If you're having trouble with your Internet service and are unable to get connected online or if you are using the Internet and believe you have received this email in error, please contact us right away at 844-963-0260. Our agents can provide support or schedule a device replacement on your behalf, if needed. Otherwise, please remember to begin using your service or your ACP credit will be removed on 2023-01-08.

Your Xfinity Internet service offers a fast, reliable connection for multiple devices in your home. You can use it to surf the web, send emails, stream shows and movies, upload photos, download music, game online, work and learn from home – and more! And the full cost of your service is currently covered through the monthly ACP benefit.

Thank you for being an Xfinity customer.

Responses

EG

Expert

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110.1K Messages

2 years ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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CCValerie

Official Employee

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974 Messages

2 years ago

Thank you @EG, for moving the conversation over to us.

Hi there, @user_3d3b66, thank you for taking the time to reach out to us through our Xfinity Forums. I understand how concerning it would be to receive this news especially when you certain you have been using your services. We do have a dedicated team, that assist with specific ACP program outlines. I do see the email does instruct you to contact this team if the email was received in error. Have you attempted to call the number 1-844-963-0260?

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user_3d3b66

Visitor

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4 Messages

@XfinityValerie

Hello XfinityValerie,

Thank you so much for your reply. I am hard of hearing so I have difficulty communicating on the phone. If possible, I prefer to write as it’s much easier for me and it also gives me a record so I can remember who I’ve corresponded with. Please let me know if you can help? It is freezing outside with icy roads, people are falling down when they go out, so I can’t even leave my house. I just want to make sure my internet will not be shut off and that I won't lose my ACP credit which I rely on. I use my internet every day so I don’t understand why I received that concerning email? Thanks so much for your patience and continued help!

2 years ago

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CCJoseph

Problem Solver

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729 Messages

The number we gave you is the direct line to the Xfinity team that handles the ACP. I am sorry I wouldn't be able to do much more with that for you. The screenshot you sent me, is that what you got for your usage in the email or was that from the app or another source?

I no longer work for Comcast.

2 years ago

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user_3d3b66

Visitor

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4 Messages

@XfinityJosephB

Hello XfinityJosephB,

Thank you for your reply. The screenshot is the usage detail I obtained from signing into my account online and accessing this page:

https://customer.xfinity.com/#/devices#usage

Are these emails being sent out in error perhaps? It would be less concerning if maybe other people are also receiving these emails by mistake due to a glitch. Do you think they will automatically shut off my internet without checking my usage details first? I really appreciate your patience and continued help.

2 years ago

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CCJoseph

Problem Solver

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729 Messages

Doing a bit of digging I can say I see that this is happening elsewhere, so at this point, my guess would be that this is a mistake. Clearly, you are using the internet so my best suggestion would be to keep an eye on it. If you don't mind, can you send me a DM with your name and your address so I can check in with you on the 8th? You can do that by following these directions:

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it

I no longer work for Comcast.

2 years ago

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user_3d3b66

Visitor

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4 Messages

@XfinityJosephB

Hello XfinityJosephB,

I really appreciate your response. It is reassuring to know that you’ll be checking in on me regarding this ACP issue. The direct message with my name and address has been sent. Thanks again for your continued help.

2 years ago

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user_c7ee83

Visitor

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2 Messages

2 years ago

I just got the same email at 9pm this evening, 1/13/2023…also use my Xfinity internet constantly…what is going on? I tried calling the number cited in the email, simply informing that the office is closed…on a Friday, won't open till Monday, and I may not be able to follow up on this right away then due to medical procedures. Using the online "support assistant" is USELESS.

On Jan 13, 2023, at 9:00 PM, Xfinity <xfinity@emails.xfinity.com> wrote:

Account

Please use your Xfinity Internet service to continue receiving the ACP credit from Xfinity

The rules of the federal Affordable Connectivity Program (ACP) require that a customer use their Internet service at least once in 30 consecutive days in order to remain enrolled in the program and continue receiving the ACP benefit. This rule applies to ACP customers whose Internet service is fully covered by the ACP benefit. According to our records, you have not used your Xfinity Internet service in the last 30 days. If you do not use the service within 15 days, you will be removed from ACP, lose your ACP credit, and be responsible for the full cost of your Internet service.

To avoid losing your ACP credit, please be sure to use your Xfinity Internet service within the next 15 days and then at least once every 30 days after that.

If you're having trouble with your Internet service and are unable to get connected online or if you are using the Internet and believe you have received this email in error, please contact us right away at 844-963-0260. Our agents can provide support or schedule a device replacement on your behalf, if needed. Otherwise, please remember to begin using your service or your ACP credit will be removed on 2023-01-28.

Your Xfinity Internet service offers a fast, reliable connection for multiple devices in your home. You can use it to surf the web, send emails, stream shows and movies, upload photos, download music, game online, work and learn from home – and more! And the full cost of your service is currently covered through the monthly ACP benefit.

Thank you for being an Xfinity customer.

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user_c7ee83

Visitor

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2 Messages

@user_c7ee83

Ironically, this was less than 4 hours after another email informing me of my ACP account credit:

On Jan 13, 2023, at 5:25 PM, Xfinity < [Edited: "Personal Information"]cast.net> wrote:

Your account credit details

My Account

You’re receiving a credit

You’re receiving a $9.95 credit on your Xfinity account.

You’ll be able to view this credit and additional details on My Account.

(edited)

2 years ago

CCGina

Official Employee

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800 Messages

Thank you for letting us know about this, @user_c7ee83!

We would be glad to check the account for you and make sure all is well :)

Please send a direct message using the following instructions:

(Full credit to @BruceW for this excellent explanation and @Again for the picture!)

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon:

or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "Xfinity Support" graphic replaces the "To:" line

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

• Press Enter to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

I no longer work for Comcast.

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2 years ago

0

C

chase217

Visitor

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5 Messages

I too received this email today!

this is very stressful

2 years ago

0

C

chase217

Visitor

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5 Messages

2 years ago

the very same thing is happening to me right now. please continue to post updates about your situation or even exchange contact info so that we can help figure this issue out. im really stressed out because i rely heavily on this benefit and since i switched it to comcast and got approved this week it has been nothing but confusion with very few people at the company knowing what is going on.

i posted my issue here: https://forums.xfinity.com/conversations/billing/approved-for-acp-benefit-then-got-email-saying-im-at-risk-for-losing-benefit-due-to-not-using-it-even-though-i-use-my-internet-everyday/63c47e6586efae732c85d2f0

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Billing

user_3d3b66

Received an email with subject: Action Required: You are at risk of losing your ACP benefit (but I use the internet & data usage confirmed)

Please use your Xfinity Internet service to continue receiving the ACP credit from Xfinity

EG

CCValerie

user_3d3b66

CCJoseph

user_3d3b66

CCJoseph

user_3d3b66

user_c7ee83

user_c7ee83

CCGina

chase217

chase217

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