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Visitor

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7 Messages

Thu, Jun 3, 2021 8:01 PM

EBB

We have called 4 times over the course of the last 9 days and spent over 5 hours reviewing my account and not one person has been able to resolve our concerns. We are approved & received an application ID number through the National Verifier. However, my applications to Xfinity were denied FOUR times. This is obviously an issue on Xfinity end and it is extremely frustrating for a qualified customer. Can somebody please assist us with our request???  


 

Important information about your EBB application

 

Thank you for applying for the temporary Federal Emergency Broadband Benefit program through Xfinity. Unfortunately, we could not completely process your EBB application at this time.

Here's why


Your application may have failed for one of the following reasons:

  • You must first complete your eligibility application with the National Verifier before completing your enrollment application for the EBB program through Xfinity. Click here to complete your application with the National Verifier. Then re-submit your enrollment application through Xfinity.
  • If you were verified through the National Verifier more than 90 days ago, you may need to reapply. Click here to complete your eligibility application with the National Verifier.
  • You may already be enrolled in EBB program with another service provider. Click here for more information.

What you can do next


Please verify that you are not currently enrolled with another service provider. In order to enroll in the Emergency Broadband Benefit program with Xfinity, the information on your EBB application with the National Verifier must match the information on your Xfinity account. To make corrections, you may need to submit additional documentation to the National Verifier and then re-apply through Xfinity.

Click below for more information and next steps.

 

Click here for more information

 

Responses

Official Employee

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275 Messages

2 m ago

Hello, @user_262502, thank you for taking the time to reach out in our forum for help with your EBB application concerns. I'm sorry you've been having to deal with this for as long as you have, but I would be happy to take a look and help you. I know it's a great benefit to take advantage of, so I totally get why you're needing this taken care of and I have your back. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Holls215

Visitor

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6 Messages

2 m ago

Do you by chance qualify through a dependent? If so, try applying through Comcast again if you haven't already done so. I qualify through my son and my application kept getting denied through Comcast because they were saying I either had to apply with the national verifier, my application with the national verifier is over 90 days, or I have the EBB benefit through another provider. Neither of those things are true. After speaking with the national verifier, they told me that Comcast needs to add my son's information to their application before it would register that I qualify. A few days ago, I spoke to a supervisor with Internet Essentials (they are the ones handling the EBB) and told him what the national verifier said about my son needing to be added to the application. He informed me that Comcast was working on updating their application for you to be able to add your dependent. 

I just re-applied today, 6/4/21, and the application this time asked if I was qualified on my own or through a dependent. It never used to say that, believe me I know, I have been applying every 2 days since May 18. Once I checked that I qualify through my dependent, the application then opened up to input my son's information. I received an email stating my Xfinity application was approved on 6/5 and the benefit was credited to my account on 6/6.

Visitor

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7 Messages

2 m ago

Last week (6/9/21), we spoke to a supervisor, Melissa, about why our application is not approved on the Xfinity side. She stated that she would call us back today (6/14) with a resolution and denote why the application had been rejected (ticket #101146053). She stated that she entered all the possible codes to our account and that this time we would get approved, email would come over the weekend. Of course, the email never arrived and we have yet to hear from her today. We have been at this since 5/19/21 without any resolution from Xfinity. 5 denials and counting. If you are having the same challenges, this forum is of no use to you because nothing will get resolved. Why does the customer service rep./supervisor escalate our case and gives us a number (twice) to then ask us when we call back what is the problem? Are these case # phony and everyone we talk to just keep kicking the can down the road? We really wonder the point of this process. This program was approved last Dec. by the FCC and your company has no explanation how to resolve this matter. Please do not DM me to call Internet Essentials because this department has done absolutely nothing to assist us but is very effective at deflecting and offering false narrative about our account status. 

Note: This comment was created from a merged conversation originally titled EBB

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