Visitor
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9 Messages
applying for Internet Essentials program
I have been an Xfinity Internet customer for a while. Recently, I applied for and was approved for ACP with Xfinity - I got the confirmation email today.
I am interested in the Internet Essentials or Internet Essentials Plus program and want to apply. However, the online application process at https://www.xfinity.com/learn/internet-service/internet-essentials/apply fails to handle my situation (an existing Xfinity Internet customer that is now enrolled in ACP with Xfinity).
I had earlier connect with a Chat Agent to confirm this (and a few other questions) and was ensured that the online application process would handle my situation. But it does not.
Because of the erroneous information the Chat Agent provided I am now concerned about the other answers I was provided are not correct either...
Can you help?
XfinityJamesC
Official Employee
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2.1K Messages
2 years ago
Greetings, @user_0d6225! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues switching from traditional internet service to Internet Essentials, but you have definitely come to the right place for assistance.
Due to the privacy and security requirements involved with both ACP and Internet Essentials, our options here on this platform are fairly limited. We can help with just about every aspect of the service itself, but we don't have any involvement with the application process, unfortunately.
Under normal circumstances, you should be able to complete all the application steps online at the link you referenced, but as you noted, there isn't really an option there for an existing customer wanting to switch over to Internet Essentials. Have you already tried calling 1-855-846-8376, and speaking with one of our amazing Internet Essentials team members about this?
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XfinityJamesC
Official Employee
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2.1K Messages
2 years ago
Question 1 is a little complicated, in all honesty. The requirements are generally the same for both programs (ACP and Internet Essentials), meaning if you qualify for one, you would most likely qualify for the other one, but there can still be minute distinctions that we don't have the ability to differentiate between. That's why we usually need to refer someone to the website or Internet Essentials Team.
Question 2 is a little easier. While I can't speak to the actual requirements for maintaining Internet Essentials service, I have assisted Internet Essentials customers who have their own personal modem, so I assume it wouldn't be a problem.
Question 3 has a couple different answers. I'm pretty sure you can upgrade and/or downgrade between Internet Essentials and Internet Essentials Plus, depending on your household needs at the time, but I don't know if you can apply the ACP credit to both Xfinity Internet and Xfinity Mobile at the same time. You would need to ask the Internet Essentials Team about that one.
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