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user_fb8fdb
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Visitor

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6 Messages

Tuesday, March 1st, 2022 12:42 PM

Closed

affordable connectivity program

Chat told me to go to xfinity.com/acp and fill out the form. When I click the link it brings me to Review my order page and it shows 0.00 with ACP Application in Progress

Then submit order on the bottom. 

never shows the form for me to fill out.

Where is the form? What do I do?

Question

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Updated 

3 years ago

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XfinityPaula

Official Employee

 • 

1.4K Messages

3 years ago

@user_fb8fdb Thanks for reaching out to us for help with the ACP application form. It seems like the system is already logged into an account that may be in progress of processing an application. Are you able to sign out and clear the browsers cache/history and try to visit the site again?
Were you able to complete the national verified already? This site has the enrollment process if you need a reference.  

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user_fb8fdb

Visitor

 • 

6 Messages

3 years ago

Yes, I tired multiple browsers and computers and the same thing happens. Yes, I am already approved and they said to contact my internet service provider to let them know I am approved. I then did the chat yesterday and they told me to go to xfinity.com/acp to fill out the form. When I go to that site it brings me to the review my order page with no form to fill out. 

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XfinityPaula

Official Employee

 • 

1.4K Messages

Thank you for trying those options. I am looking at the application my self and I have a message that shows let's review your changes followed by a breakdown of account charges, added to your plan and summary with ACP being added $0.00. Followed by that is shows Due today no payment necessary and 3 check boxes to agree to ordering the ACP enrollment. After checking those boxes the option to submit order is available. Is that the same layout that you are seeing?

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
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

3 years ago

0

user_fb8fdb

Visitor

 • 

6 Messages

that is correct. It never shows me a form to fill out which is what the chat agent told me to fill out yesterday. So since it showed 0.00 I never submitted it and since I never filled anything out.

3 years ago

0

XfinityPaula

Official Employee

 • 

1.4K Messages

No problem! I'm glad we are on the same page. This is the correct application, the $0.00 is only a place holder while the application is processed. It triggers the system to search for your eligibility and apply the credit to the account. The first check box is the most important since it is for the acknowledgement of the ACP program. Essentially what the system will do, with your approval on this page is search the national verify, confirm all the details match for the verify/Xfinity account and if it meets the criteria the credit will be applied to the account. So it's using the details that you already submitted, but we need this to be completed for approval of the program. Please review the selection items and submit the order. You will receive a status update in 48 hours. 

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
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

3 years ago

0

user_fb8fdb

Visitor

 • 

6 Messages

Thank you for that information. Your chat agent yesterday should of known what you know and told me to submit yesterday. All she said to me was refresh, refresh and if that doesn't work wait a few days.....

3 years ago

0

CCTravis

Problem Solver

 • 

546 Messages

You are very welcome. I apologize for any confusion. In the event that you experience any further complication in the enrollment process, our Internet Essentials Center of Excellence can address your concerns.

They can be reached by phone at 1-855-846-8376.

I hope this helps!

I no longer work for Comcast.

3 years ago

0

user_fb8fdb

Visitor

 • 

6 Messages

3 years ago

I have waited 48 hours and don't see any email sent to me. I have checked the application site and it still says "ACP Application in Progress" 

What is the status? 

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XfinityPaula

Official Employee

 • 

1.4K Messages

If you would please send me a direct message with your name and service address I will see if there are any new details for us. 
Also our internet essentials team are the experts and have the access to review applications and not just look at the status. If you would like you can call them at 1-855-846-8376. This is our team that is specialized in helping with the ACP application process.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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 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
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

3 years ago

0

user_fb8fdb

Visitor

 • 

6 Messages

3 years ago

To anyone that reads this entire post. Your best bet is to "NOT" use the website to submit your application. It does nothing!

Call internet essentials  1-855-846-8376 and talk directly with them and have your application "finalized". I waited 48 hours for nothing. They told me the application never submitted and nothing went through. She had to do it for me and I have to again wait the 48 hours. 

1

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CCChelseaA

Problem Solver

 • 

637 Messages

We're happy to hear that our Internet Essentials team was able to assist with your application! We offer a variety of ways to complete this process and if one for any reason does not work well for one, then we're glad to explore other ways to ensure that it's done!
Please do not hesitate to reach out if anything arises, as our team is here to help! 

I no longer work for Comcast.

3 years ago

0

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