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Dorothyh1
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4 Messages

Tuesday, February 6th, 2024 6:56 PM

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Can’t get ACP number added to my account

I have applied for ACP, been approved, and have my approval number. I have been trying to get Xfinity to add the number to my account. I’ve called multiple times and they always say they don’t have an ACP rep available to assist. Then they sent me a link (2 different times) to be able to do it myself. When I click the link it’s supposed to take me to a portal. I continually get a’sorry your request cannot be processed at this time’ page. How do I get my ACP added to my account?

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Updated 

2 years ago

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XfinityChristy

Official Employee

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2.9K Messages

2 years ago

@Dorothyh1 Thank you for reaching out via our Xfinity Community Forums.

To add your confirmation number you will need to go back into the Xfinity website and submit it to us, so we can get it added back to the account. You would want to do the following steps to complete this process:

1. Go to https://www.xfinity.com/learn/internet-service/acp

2. Click the How to Apply button

3. Click the black Apply Now button

4. Log into your Xfinity account to fill out the form and have it submitted to Xfinity to have it applied to your account. On the question "Do You have your National Verifier ID?" make sure to use the whole number with the hyphen. You should also be getting emails from us that it's processing, denied, or approved.

 

 

(edited)

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Dorothyh1

4 Messages

When I perform the above steps I still get the Sorry your request cannot be processed at this time’ message. 

2 years ago

0

XfinityChristy

Official Employee

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2.9K Messages

Thank you for trying those steps. I would like to take a closer look at your account and see where things are sitting. To get started, may I have your full name and address? 

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 as Best Answer.tick

2 years ago

0

Dorothyh1

4 Messages

I do not want to post my address in a public forum. Is there a way to reach you directly?  If I go to an Xfinity store can they help me get the ACP number added?

2 years ago

0

XfinityPaula

Official Employee

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2.2K Messages

@Dorothyh1 Unfortunately our store associates are not able to assist, and I'm sorry, we should have asked you to send us a direct message with your name and service address. There's no need to share your details in a public space. Our internet essentials team is the only team that is able to assist with ACP applications and processing. Please send us a direct message and I can send you the number for that team. 

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 as Best Answer.tick

2 years ago

0

Dorothyh1

4 Messages

Thank you-I just submitted a dm to customer support. I also included a photo of the error screen I am receiving 

2 years ago

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