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user_j2ez2u
1st Topic

3 Messages

Thursday, January 18th, 2024 1:57 AM

Closed

Unable to link Xfinity account to ACP

I applied for ACP, was approved and have my application ID. However, whenever I follow the instructions on xfininty.com/acp (How to apply > Apply Now) I end up on https://www.xfinity.com/buy/customize with three dot animation and the page never loads.

I've tried reaching out to chat support twice and they both told me to wait a few hours. I also tried yesterday with the same result. Could I get some help linking my account with ACP?

Things I've tried:

- Trying in Incognito/Private mode

- Using different browser

- Using different device (Desktop and Phone)

- Using different network

Same result.

Question

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Updated 

1 year ago

 • Edited

139

3

0

XfinityAmandaB

Official Employee

 • 

2.1K Messages

1 year ago

@user_j2ez2u  If you don't have service? Start by shopping for Xfinity Internet or Mobile.

    • Xfinity Internet
    • Internet Essentials
    • 30-day Prepaid Internet
    • Xfinity Mobile

      The First link may be a better page to pick your plan.  I would make sure you do not have any Xfinity-related windows open already and since you have been running into an error with the page make sure you are logged out of any Xfinity window as well and have a good internet connection when trying to load the page. You can also start from Xfinity.com and select the services you are looking to start at the top. You can set up your Xfinity services and then link your ACP using these steps here as well. 
      Do you have a National Verifier ID or participate in Lifeline?

      If Yes:

      1. Confirm you have a National Verifier Application ID that starts with the letter B or Q, followed by a 10-digit number.
      2. Select YES when asked if you have a National Verifier ID from the Xfinity ACP application.
      3. Remember to enter your information on the Xfinity ACP application exactly as it appears on your ACP or Lifeline benefit confirmation form.
        • Click the Apply with Xfinity button below to enroll with your Xfinity ID and password.
          Button that says, Apply with Xfinity.

4

user_j2ez2u

3 Messages

Hi Amanda, yes I have internet service with Xfinity.

The steps you listed are the same as the ones I followed from https://www.xfinity.com/support/articles/emergency-broadband-benefit-enroll

that lead me to my problem I described in the OP.

1 year ago

0

XfinityAmandaB

Official Employee

 • 

2.1K Messages

@user_j2ez2u Thank you for letting me know. If you already have services there would be no need to access the page you are going to for plans. If you click this link directly it should bring you to a login page. https://xfinity.com/acpenroll What happens once you log in with your, current Xfinity ID you used to manage your account? You can also reach out to our dedicated support team during normal business hours by calling 1-855-8-INTERNET(1-855-846-8376).

(edited)

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
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

1 year ago

0

user_j2ez2u

3 Messages

Is that the correct link? I get a 404 when opening https://xfinity.com/acpenroll

1 year ago

0

XfinityEricB

Official Employee

 • 

2.1K Messages

I would recommend calling in then if the page isn't loading. They can use your approval code to assist with getting the form for us filled out. 

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

1 year ago

0

user_k4widq

2 Messages

1 year ago

I have been experiencing the same issue, and I have contacted Xfinity customer support multiple times, and each time they say they have manually submitted it, but there is no further confirmation regarding the matter. The final deadline for applications is in 2 days and I'm getting nervous that nothing has happened with my bill yet.

1

0

XfinityThomasB

Official Employee

 • 

1.9K Messages

user_k4widq If you have questions about the ACP benefit, you can contact at 855-8-INTERNET (855-846-8376).

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

1 year ago

0

user_k4widq

2 Messages

1 year ago

They have updated the website 2 days early by mistake, Xfinity ACP - Save up to $30/mo. on Internet & Mobile services, using past tense verbiage, such as "The federal government recently announced that the Affordable Connectivity Program (ACP) could end as early as April 2024 and has stopped accepting new ACP enrollments as of Feb 8." It sounds like Xfinity has already stopped accepting applications, and accidentally updated their website 2 days early... I would hope they wouldn't do that because they would be in violation of the FCC.

0

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