samm8056's profile

Contributor

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23 Messages

Fri, Jul 23, 2021 1:17 AM

Unenrolled from ebb email

I was approved by lifeline for EBB, and Xfinity adjusted my bill accordingly. Today, I received an email from Xfinity saying

There's been a change to your enrollment in the Federal Emergency Broadband Benefit program

 
We've received your request to unenroll from the temporary Federal Emergency Broadband Benefit program. This change will soon be reflected on an upcoming Xfinity bill.

II never made this request, what is this all about?

Official Employee

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2.5K Messages

3 m ago

Hey there, @samm8056

 

Have you checked on the main EBB federal sight for info on what changed with your enrollment? Here are some helpful links: 

 

Go to https://comca.st/3zrCgtL for more information and to view the list of frequently asked questions. Additional details on the Emergency Broadband Benefit Program can be found at https://comca.st/3i0wCcl.

 

Let us know if you would like us to look more into it. We are here to help 24/7! 

samm8056

Contributor

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23 Messages

@XfinityMartin I checked and nothing has changed. My app# B79646-99272 was created 5/24/21. If something was wrong I would be notified by lifeline. Do not know what Xfinity is up to, but someone better find out.

Official Employee

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317 Messages

Thank you for checking that. At this time, we will have to refer you to our Internet Essentials Team who work on a more in-depth level with the EBB Enrollments. They can be reached at 1 (855) 846-8376. I hope this helps and I apologize for any inconvenience. 

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

Expert

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89.7K Messages

3 m ago

Concern moved here to the proper help section.

Visitor

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1 Message

3 m ago

I have the same issue. Somehow got through to a person (I think) on chat who told me there's nothing in my account that shows this, which tells me it's probably an Xfinity screw up but they're going to make us do the work to try and figure it out. The rep, after telling me there was nothing that indicated the change, told me to apply again, just to be "safe". When I went to do that, it got to the National Verifier field (which I don't remember doing initially), went to the site to fill all that out, I was told that it's not something done in Oregon. But how did it get done the first time? So I have no idea what to do now, as I'm pretty sure Xfinity will say to fill it out again, and I can't because of the verifier...So confused by all this...

Visitor

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2 Messages

3 m ago

I also received this email, but made no such request. I got the email the day after upgrading my internet service to the $50 level. Interesting timing.

Official Employee

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235 Messages

Thank you for reaching out to our forums with your concern about the EBB program, @user_0ba15b! I definitely want to make sure you're getting all the benefits you're eligible for so I apologize for the Email that was sent. Please call our Internet Essentials department at (855) 846-8376 and they will be able to take a closer look at what happened. They are a wonderful group of highly trained representatives who have the tools necessary to get to the bottom of this. I'm confident they'll be able 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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2 Messages

I discovered that I can get help from EBB with either monthly internet (up to $50/mo) or I can get help with my phone (through Safelink). I chose to get the (up to $50/mo) on my internet. 

samm8056

Contributor

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23 Messages

3 m ago

@user_e45c32 Comcast rep told me to contact Internet Essentials Team 855 846-8376. So, I did and got a nice lady who I think understood the problem saying several customers received that email. She asked for my original application ID which I gave her, then verified my name, address, phone, etc. She found my app and sent me a text with a code number to verify it was me. Then sent a text link with a new application to approve. She basically reapplied my app and said I would get an email within 48 hours. So, we will see.

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