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holymushy
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Wednesday, March 27th, 2024 7:01 PM

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Inquiry Regarding the End of the Affordable Connectivity Program (ACP)

Dear Xfinity Customer Service,

I hope this email finds you well. I am reaching out to inquire about how the end of the Affordable Connectivity Program (ACP) will affect my monthly bill and to explore the options available to me.

As you may be aware, due to a lack of additional funding from Congress, the Federal Communications Commission (FCC) is beginning to wind down the ACP. While the FCC projects that households enrolled in the ACP will continue to receive the discount on their internet service through April 2024, it's crucial for me to understand the implications for my internet service beyond that point.

Specifically, I would like to know:

  1. How will the end of the ACP impact my monthly bill with Xfinity?
  2. What options are available to me to mitigate any potential increase in my bill?
  3. Are there any special offers or programs that I may qualify for to continue receiving affordable internet service?

I would appreciate it if you could provide me with detailed information regarding these questions. Additionally, if there are any steps I need to take on my end, please let me know how I can proceed.

Thank you for your attention to this matter. I look forward to your prompt response.

Best regards,

Oscar L 

[Edited: Personal Information]

Question

 • 

Updated 

3 months ago

 • Edited

1.8K

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Accepted Solution

XfinityAirelle

Official Employee

 • 

2K Messages

7 months ago

 

holymushy 

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

3

0

XfinityKrista

Official Employee

 • 

1.4K Messages

Hello @user_ymrc9b, thank you for taking the time to reach out on social media.  I understand your concern with the ACP discount. This link has information on how Xfinity is helping customers once the program ends https://www.xfinity.com/learn/internet-service/acp. 

 

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

7 months ago

0

Within_Reason

2 Messages

As millions of other Xfinity customers currently receiving ACP credit on their Xfinity bill, I share the same concern as Oscar, and was hoping to find an answer here.

However, the "accepted answer" here is worse than useless. Private messaging with an Xfinity agent has been a complete WASTE OF TIME for me. The agent said she doesn't know when ACP is ending, and when I pointed to the ACP home page that states full funding for the program ends after April 2024, she said that Xfinity will let me know when ACP ends. So the chat went in circles, with no pertinent information forthcoming.

Like Oscar, I am pro-active: trying to prepare, rather than wait to be surprised by a larger bill :P

The same can't be said for Xfinity customer support, which is obviously not prepared, and will be innundated by calls when Xfinity customers will realize their credit was taken away.

The FAQ answer for "What are my options if ACP goes away" is pretty useless as well (https://www.xfinity.com/learn/internet-service/acp)

ACP home page (https://www.affordableconnectivity.gov/) suggests enrolling in Lifeline, another federal program. Many ACP customers are already enrolled in Lifeline. Trouble is, to transfer Lifeline benefits to Xfinity requires that Xfinity initiate the process, and Xfinity agents have no idea how to go about it.

(edited)

7 months ago

XfinityAmira

Official Employee

 • 

3.8K Messages

Hello @Within_Reason! We appreciate you being a customer with us and for taking the time to reach out on our Forums regarding this ACP concern. I do apologize for any inconvenience or frustration you've experienced around getting support with this. Please know that you qualify for Internet Essentials or Internet Essentials Plus if you previously had ACP with another provider and can provide proof of prior enrollment within 60 days.

 

Please follow this link https://www.xfinity.com/support/articles/qualify-for-ie-with-proof-of-acp-from-another-provider, for more information. 

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

7 months ago

0

MayerB

1 Message

3 months ago

Had no idea it was ending a am single dad with blind baby or 5yr old now but he is no different than a infant he can’t talk walk eat and yes has diabetes insepidus (water diabetes) so he goes through 30diapers a day list goes on, It’s a struggle. So never seen the email. Wish I had sooner my bill is very odd consider my there is random charges for the excess credit on what was left over on my bill. Now it’s shut off and it’s made it very difficult to tend to my son needs. I really tried reaching out but apparently no one is concerned. 

(edited)

1

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XfinityEva

Official Employee

 • 

1.3K Messages

 

We apologize for the inconvenience and would be happy to help with your plan. We understand your hands are full with your baby and we want to make this easier for you. Can you please send us a direct message with your full name and service address? 
 
To send a direct message: 
 
  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

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

3 months ago

0

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