@Again

yes i did fill out the information requested and was able to submit the application to xfinith. 

Hello and thank you! I really appreciate you being a member of the Comcast Family! Please send a private message with your name and service address by clicking on the chat icon at the top right of the page. Then select the Xfinity Support tab to start the chat session.

UserElite, thank you so much for leaving your comment here about the EBB program. I'm sorry to hear that the EBB application is giving you trouble. There are several things that could cause this error and email to occur. For a common and easily fixed example: if the National Lifeline Accountability Database (NLAD) system that the FCC uses to collect and verify applicant information for programs associates a different name with a the personal information provided by an applicant the application may cause an error. Please make sure you are applying using this link:

https://comca.st/3wlxXi7  and that all information you provided is accurate.

You can learn about the EBB program, including eligibility requirements, by visiting the FCC website https://comca.st/3ypWTXz.  A household is eligible if one member of the household meets one of the following criteria:

• Qualifies for the Lifeline program, including any of the following benefits:
• Medicaid
• SNAP
• Supplemental Security Income (SSI)
• Federal Public Housing Assistance
• Veterans and Survivors Pension Benefit
• Tribal Programs for Residents for Qualifying Tribal Lands:
• Bureau of Indian Affairs General Assistance
• Tribal TANF
• Tribal Head Start
• Food Distribution Program on Tribal Reservations
• Receives benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision, or did so in the 2019-2020 school year.
• Experienced a substantial loss of income since February 29, 2020, and the household had a total income in 2020 below $99,000 for single filers and $198,000 for joint filers.
• Received a Federal Pell Grant in the current award year

 [Edit: grammatical error]

Hello @ComcastLizzy  I have entered EXACTLY the same information as I had given to National Verifier. Comcast email said there are three instances why my EBB application was not approved: 1. I wasn't verified by National Verifier; Not true as I have the proof and Application ID from National Verifier. 2. I was verified by National Verifier more than 90 days ago; Not true again; I was approved just two days ago. 3. I might have signed with another ISP; Not true again, I have been with Comcast for more than 20 years. Now what shall I do? This is such a headache to deal with this. I am going in circles and ABSOLUTELY no recourse in sight. Comcast your turn to FINALLY fix this. National Verifier has already Verified and Qualified me and you are just shirking your end of the deal. WHY??

Hm, that is not good at all. We know that this is a program that is going to help our customers out a lot, so we definitely want to ensure everyone can take advantage of it! I'd like to get your account pulled up to see if we can help determine why it denied your application. If you send us a private message with your full name using our peer-to-peer chat service, we'll be able to help out with this further! Just hit the chat icon in the top right-hand corner of the screen, click "new message", type "Xfinity Support" and select that profile to send us a message directly. I look forward to hearing from you!

Katie,

Did you get her issue resolved about being qualified with national verifier having an application I'd and Xfinity failed me also! I received that dreaded letter from Xfinity also. All info the same and applied with Xfinity 2 days later 

 Help !!

Hello, @user_51243a. I have been following all of this closely and thank you for working through this process with us. In some instances, there have been issues with the application when it went into our system and it sounds like that may have happened to you. We need you to contact our Internet Essentials team at 1-855-846-8376. They can manually submit your application and get the process moving forward again. From there you will get further email communications from Xfinity or you can reach out here and we can check on things. Please let me know if you are able to touch base with them or have additional concerns. 

Hello NOTATALLPLEASED. For further assistance with your EBB application, and to speak with the team of representatives who can assist with reviewing your application, please call 1-855-846-8376. 

The phone number you gave here is for Internet Essentials and is for signing up for that program.  I am not an Internet Essentials customer.  I am a long time comcast member and I have Lifeline thru Safelink Wireless.  I should qualify for the EBB program but like others here I was denied twice.  I talked to the people in charge of the program and there is nothing they can do for me.  They said my name and address had to match yours exactly but there is no way to change my name in the account.  I called comcast and they were unable to help me and referred me back to Lifeline.  I have the information that Lifeline game to give to comcast, name, address and application ID in order to look me up but nobody asks for this at comcast nor is it asked for when submitting the application with comcast.  I don't know what else to do.

Thank you for reaching out and providing this information for us, @user_5a042a. That number is for our amazing Internet Essentials team, but they are also currently handling the EBB applications as well, since there are qualifiers for the discount much like the Internet Essentials program. In addition, if there are changes to your name that need to be made to your account, this can be done in-store with a valid ID with the corrected name. This is for security reasons that we are unable to perform this task online or over the phone.

@NOTATALLPLEASED

You can change your name to Ken with The national verifier program.. You'll have to fill out the application over again.. provide them with a different ID and password. 

And then submit an application with Comcast.

Don't expect miracles but at least your names will match up. 

@user_06cc44 Hey there! Did you also get the Comcast email about getting denied or no email at all from Comcast? 

Yes, I got the same email in the post above.

Have you already attempted to click the link to try to re-submit your application through the National Verifier as outlined in the email?

I'm unable to submit another application the National Verifier, because I'm already qualified.

Good morning, @user_06cc44. If you are still having issues with your EBB application, and to speak with the team of representatives who can assist with reviewing your application, please call 1-855-846-8376. They will be able to help moving forward. 

@user_c1d1da Thank you for your comments on your personal experience. It seems even Comcast is having problems with the EBB program. It took several calls to even speak to a human which is typical for Comcast. When I did get thru I was told that I needed to contact the National Verifier program because they were denying the request. Yet most of us know this is not true because we have already been accepted into the program. In fact, I was accepted long ago and they don't allow re=applying if you've already been accepted so it clearly, in my case, is an issue on the Comcast side. As I said earlier, my 30-year old account with Comcast has my name{edited for violating forum guidelines} with the NV program. I too was first told I had to go to a Comcast store (35 miles away) to get my name changed. Then, mysteriously, an agent made the change over the phone. I am waiting to be rejected again on my 2nd attempt prior to getting my name updated before trying to sign up a 3rd time thru Comcast. If I get rejected a 3rd time, I will have no choice but to drive 35 miles to try to get the issue resolved. This is quite frustrating given that Comcast isn't losing any money since these are federal funds being used. I continue to regret having Comcast as my internet carrier but they do have the best speeds right now. Good luck in your attempts. I will post an update should I get approved by Comcast but I am not too confident. Maybe all of us who have been approved within the national Verifier program and denied by Comcast should get together to form a class action suit against them should our issue not be resolved expeditiously. The are limited funds and the longer we are denied the less funds are available to us for assistance. Good luck!

I'm in agreement with your last thought @NOTATALLPLEASED. I am a long time customer and have spent many many hours/days that I will never get back, trying to apply (days receiving error messages with no direction at all through customer service, even receiving information such as "you cannot apply with us until 30 days after you are approved through the national verifier") and now being denied. (I am verified and approved with USAC, the national verifier and have an application ID number). None of the reasons listed for my application failure are true in my case. There is no clear reason to me why it is being denied and no one at xfinity can tell me why either; I just have to wait 2-3 days and if I don't hear back as to why, I have to call again. (more hours I won't get back) I am seeing posts where customers have been denied multiple times, same as you. I am not very hopeful. The longer these issues continue and customers are given the run around, the less likely we will be able to utilize this benefit. :(

Hello all, I am sorry for all the issues you are experiencing. Our Internet Essentials team would be the point of contact for all EBB issues at 1-855-846-8376. Thank you!

@raptyrred They can blame Covid all they want but Comcast customer service has to be the worst I've ever experienced. I had a small issue with my Dad's credit card today and was immediately put in contact with a live agent at the CC company. Comcast on the other hand is under the impression that their automated phone system handles everything for them and you apparently never have a need to speak directly to a living human. The only way I was able to speak to a Comcast rep was to select an option that was not correct to my needs. They then patched me thru to IE group which just runs you around the phone system. I was able to speak to someone but it was in the wrong department. I can't even duplicate what I did a couple days ago where I did speak to a human but they kept saying it was the government's fault yet it was Comcast sending out the rejection email. I have given up. [Edited: "Inflammatory"]

The part of my text above that they edited out was my link to the FCC complaint department. I have submitted my complaint with them. Ironically, I get better response from the government than Comcast!

I am sorry you are still experiencing EBB issues, please continue to refer to 1-855-846-8376 to speak with our Internet Essentials department for further assistance. Thank you so much!

Third time was the charm for me.  After speaking to someone thru the chat feature on comcast's support page they said I could reapply on the 24th.  I reapplied on the 25th and was allowed to enter my info; name, address and last 4 of my social.  Make sure everything matches exactly to your lifeline application including upper and lowercase.  I got an email shortly after saying I was approved and another email after that with a $49.71 credit to my account.  Not sure why it was not the full 50.  I agree, the phone number is useless.  I was never able to speak with anyone no matter what menu option I pressed.  However, if you go on the support page you can schedule a call back, but, no one was helpful there either.

Congrats... 

I just reapplied and I'm waiting to hear... 

There may be hope yet? 

I've gotten the same email from xfinity. Something is definitely wrong with xfinity computer system infrastructure if everyone that applied through their EBB website are getting the same email and tells them to call National Verifier. I was approved with a Application ID. I called back to xfinity and gave them the ID# which starts with a B and numbers. She then tells me my application is pending and to keep watching my email for a updates.

[ Edited for violating forum guidelines ] 

Hello, @user_2b2197. We want to ensure you're able to take advantage of the program if eligible. Please ensure all information matches exactly on your applications, and if you continue to run into issues with submitting the app, please reach out to our Internet Essentials team at the below number. They'll be able to help further review the application with you and figure out what may be causing the email to generate. Thank you!

 1-855-846-8376

I tried this number & it was automated run-around. They are obviously avoiding implementing the credit.

@ user_tSundy Please send a private message with your name and service address by clicking on the chat icon so I can further assist. Here are the steps:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support” in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

@ComcastStephanie 

You guys keep saying "please reach out to our Internet Essentials team" for help. It did not work. they even gave you more frustration. If the Internet Essential team should be able to help customer on the first time, then the customers would not have to contact them 3,4,5,... times. 

FIX YOUR SYSTEM !!!!

Sounds just like my experience so far! Same run around, same complete misunderstanding (disregard?) of what you explain, same excuses! (and then some!!) So horribly frustrating!! I feel as if it's purposeful almost and yes, we're all going to end up missing out on any benefit from this program because so far it seems they are not planning on resolving this craziness. Most really need this relief! :( And yes, to whomever you can...report it! I certainly am! Just awful. 

@user_2b2197  Excellent reporting. It also helps to vent your frustrations through the writing process. Keep good notes and records. As I said, I have already filed a complaint with the FCC. I can't even speak to a knowledgable human who can resolve the issue. When this is all said and done, we can use these forum threads as proof of our continued attempts to apply and the lack of response on the part of Comcast. I plan on applying via Comcast after each rejection just...well, just because.

Hello and thank you! I really appreciate you being a member of the Comcast Family! Please send a private message with your name and service address by clicking on the chat icon so I can further assist. Here are the steps:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support” in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Hello, @raptyrred. Thank you for reaching out here on our forums regarding the EBB program application process. We want to ensure everything goes smoothly for our customers when applying, and I apologize for the issues you've faced while attempting to get the discount applied. Our Internet Essentials team handles the application process and can further review any errors or issues that pop up during the application submission process. I know you mentioned calling two different numbers, was this one of them? 1-855-846-8376 

Hours of operation are from 8 AM to Midnight (EST), seven days a week.

I tried this number & it was automated run-around. They are obviously avoiding implementing the credit.