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user_3cb2b8
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Saturday, March 12th, 2022 7:17 PM

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ACP - Cannot start the Xfinity ACP application

Hello! As other users have pointed out, the "Start ACP application" link doesn't work for some of us, myself included. From the official Xfinity ACP page <https://www.xfinity.com/learn/internet-service/ebb> I scroll down and click "Start ACP application" but it takes me to an error page that reads "Your request couldn't be processed at this time" (query string: errorCode=DFPLN10007). The ACP FAQ is not of any help unfortunately.

I already got approved by the National Verifier. I tried for a couple of hours with different browsers and deleted cookies but the error persists. If it is of any help, just to let you know that I might be under some sort of bulk tenant agreement: TV is included for free in my rented apartment, but I pay for Xfinity Internet. And that I'm currently still under the 1-year agreement for the internet service, maybe that's what causes an error in the system (I think I read about another user in a similar position with the same error).

Thanks!

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3 years ago

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CCDaryl

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828 Messages

3 years ago

This error that you are getting, was this just today, or have there been other days that you tried to enroll and received the same error message?

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user_3cb2b8

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4 Messages

@XfinityDaryl​ Today and yesterday, the error remains the same. I'm trying to follow step 2 under "I am an Xfinity Internet customer" at <https://www.xfinity.com/learn/internet-service/ebb>.

3 years ago

0

CCDaryl

Problem Solver

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828 Messages

Have you set up service yet?

I no longer work for Comcast.

3 years ago

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user_3cb2b8

Visitor

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4 Messages

@XfinityDaryl​ Yes of course. I'm already in a 1-year agreement for Xfinity Internet since last year.

3 years ago

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CCDaryl

Problem Solver

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828 Messages

@user_3cb2b8

 

Thank you for replying back. I did some more digging, here is what I found out. If an account is a bulk account and not an individual Xfinity account, the account would not be eligible for the Affordable Connectivity Program. I am sorry. Trust me when I say, I didn't want to bring the news to you. 

I no longer work for Comcast.

3 years ago

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user_3cb2b8

Visitor

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4 Messages

Oh well thanks. But just to clarify what I meant: I'm living in a rented apartment, and I got the TV Digital Starter with three set-top boxes for free because it's supposedly included in my community. But I AM paying for Xfinity Internet on my own, are you sure I don't qualify? 

(I don't really know what a bulk account is, I just read it off somewhere; I'm an individual customer)

Sorry I didn't express myself clearly before.

3 years ago

user_e9c569

Visitor

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4 Messages

3 years ago

Hi. I was having the same problem. I solved it this way:  After clicking the How to apply box, Choose the  2nd option : I am an Xfinity Prepaid Internet customer. Then it will open up in a drop down with these instructions:

  1. Check eligibility for ACP.Complete the National Verifier form
  2. Once you’ve confirmed eligibility, please call 844-963-0288 to enroll in ACP through Xfinity and have your ACP credit applied to your Xfinity Prepaid Internet service. For this step, you’ll need the application ID you received from the National Verifier when you were approved.

 

Expect to hear a status update from us within 48 hours of applying for ACP.

Call that phone number and you can speak with an actual person and apply over the phone. They will need your ACP approved application ID number.

You will be able to apply over the phone even if you have bulk cable tv with

your rental home. As long as you have a separate prepaid internet contract.

That just means it is billed one month in advance. Hope this helps. I just successfully applied for ACP by calling that phone number.

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