Existing customer wants to transition to internet Essenitals due to hardship.

Hey there, user_a972zk, thank you so much for taking the time to reach out here via our Xfinity Forums with these changes to service questions!  The Internet Essentials Program is designed for new customers to Xfinity who meet the qualification guidelines. Existing customers may be eligible if working through state agencies or utilities and have these agreements in place. 

We're happy to review the account to see if any exceptions apply to your account. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

There is no chat icon.

I'm sorry that you're having trouble locating the icon, user_a972zk. Hopefully these steps and link will help!

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

How to: Direct messaging within the forum