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user_5a0675
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Wednesday, June 16th, 2021 8:47 PM

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Emergency Broadband Benefit awarded on May 18, 2021 & Xfinity CS does not acknowledge

The Emergency Broadband Benefit was awarded to me on May 18, 2021, but there are problems with Xfinity Customer Service.  I've called Customer Service several times, and they give a canned response, take my contact information, tell me they've entered the Application ID number into the record file and I should see the discount reflected on my next bill.  CS is a waste of time. My bill arrived today and the discount was not applied.  The instructions on the email give specific instructions for users to follow and what to expect, but it's just not happening.  Does anyone know how to resolve this?

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4 years ago

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Again

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31.9K Messages

4 years ago

Did you call regular customer service or Internet Essentials, which is handling the EBB and issues?

 1-855-8-INTERNET (1-855-846-8376)

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Reading this might help understand some of what is going on [wrong].

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user_5a0675

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2 Messages

4 years ago

Yes, I called Xfinity customer service, and the xfinity customer service number on the acceptance letter, I called Internet Essentials, none of which resulted in positive action taken. I am posting it publicly, Next I will write headquarters, and post an announcement on BBB.  For a communications company, ironically Xfinity makes it very hard to do just that.

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XfinityJosephA

Official Employee

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1.8K Messages

Hello, @user_5a0675, thanks for sharing this experience and for calling our Internet Essentials team. I know not seeing the discount is frustrating, especially if you have been working on this issue since May. The application process can be tedious, and I apologize this has not gone smoother. If you can send a peer to peer my message, I promise we will do all we can to help. We have a dedicated team that aims to resolve any issue. If you can click the "Chat Icon" on the top right corner of the page send your name and service address to "Xfinity Support." Once we locate your account, we can research your application and take the right actions to help. When is the last time you called our Internet Essentials team?

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.
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4 years ago

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