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user_44a311
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2 Messages

Friday, June 4th, 2021 12:04 AM

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EBB

I was approved on May 25, 2021.  I was denied by Xfinity.  I looked at my application for EBB and my name did not match my Xfinity account so I changed my name to match the EBB application.  I do NOT have another carrier.  I sent Xfinity my approval letter also and I was still denied. I can't reapply because I have already been approved.

Why is Xfinity doing this? Should I complain to the FCC? EBB program?  Who can I talk to straighten this out? 

Thank you for your help, it's really fustrating.

Question

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Updated 

4 years ago

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EG

Expert

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111.5K Messages

4 years ago

Concern moved here for greater exposure to actual Comcast employees. 

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Expert

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31.9K Messages

4 years ago

@user_44a311 

You'll need to call Internet Essentials at 1-855-8-INTERNET (1-855-846-8376); they are handling all EBB issues.

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user_948f13

Visitor

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1 Message

4 years ago

0

XfinityAirelle

Official Employee

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2.7K Messages

Hi there! @user_948f13 

You can check your eligibility and learn how to apply to the EBB program here: https://www.xfinity.com/learn/internet-service/ebb

We hope this answers your question. Lets us know if you need further assistance! 

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

4 years ago

0

user_8521bb

Visitor

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3 Messages

I am accepted (EBB), but am not allowed to communicate this to Comcast. I only get an automated system or texts that don't have a clue what I am saying.

. It did not used to be this BAD!!!!

4 years ago

0

user_8521bb

Visitor

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3 Messages

I'm beginning to think that Comcast is horrible and needs to be reported to the FCC and BBB.

4 years ago

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CCSelena

Problem Solver

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892 Messages

Hey there @user_8521bb! I am sorry you are frustrated, I totally understand, especially since you have already been approved. To confirm, have you already contacted our Internet Essentials Department at 1-855-8-INTERNET (1-855-846-8376)?

I no longer work for Comcast.

4 years ago

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user_a0ba3e

Visitor

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2 Messages

4 years ago

Thank you for posting the number to call.  I will try that because I'm having the same problem.  I know someone who has WOW and all they had to do was call customer service and give the Qualifier number and the credit was immediately applied to their account.  I expected at least the same result from Xfinity, a larger and more expensive service.

2

user_a0ba3e

Visitor

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2 Messages

@user_a0ba3e 

I called the number and a very kind person helped and said they completed the app again and posted it on my account. Two billing cycles later, the credit is not yet applied.  This is veryfrustrating!

4 years ago

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CCGina

Official Employee

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800 Messages

I'm sorry to hear that the process has been frustrating, @user_a0ba3e. 

 

Our Internet Essentials team has been wonderful at handling all these EBB requests, so I'm glad to hear that you called them. I was able to find this on our EBB site, regarding the timeline for credits to appear:

 

When will the credit appear on my bill?

Once you receive confirmation of your enrollment, you could see the EBB credit on your very next bill. However, depending on when you enroll, the credit may not appear until your second bill after enrollment, in which case it would appear twice to account for your first and second month enrolled in the program.
I hope that helps but our awesome Internet Essentials teammates will be the best to contact for further assistance, if needed. 

I no longer work for Comcast.

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

4 years ago

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user_8521bb

Visitor

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3 Messages

4 years ago

I've been having the exact same issue. I believe this is a program designed to FAIL for anyone who tries to apply.

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user_a539f3

Visitor

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1 Message

4 years ago

I was also approved but I continue to get an error message when trying to apply my credit to my account. I have talked to several employees and still no results. My approval expires on January 10, what am I supposed to do to get my credits applied to my account?

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