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user_346eac
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Thursday, January 2nd, 2025 5:21 PM

Internet Essenials / Billing

I was enrolled in the acp program until it ended, at that point I received an email from xfinity telling me i was automatically eligible for internet essentials.  I did not avail myself of that option..  On 12/31/24.  I contacted Xfinity regarding the decrease in the autopay deduction.  I further spoke to the internet essential div.  to inquire if that option was stilll viable.  I was informed that it was.  All that was needed from me was to let Xfinity know and they would make the change effective within one day.  I inquiired what additional info you would require and was told none.

I called Xfinity Internet Essentials this morn and spoke with several agents.  First they said I wasn't eligible,  Then they checked and said I was.  Then I queried billing and billing said i wasn't eligible... To make a long story shorter.  I was on the phone for 45 minutes, transfered 3 times and placed on hold more than half a dozen times.  I had to end the call as i had a drs appt.

I was able to ascertain that I am eligible but  making the change now would result in double billing for this month.
(my present plan month is 1/2-2/1)  After that time I would receive a prorated bill.  

My questions now are:
1) pls confirm my eligibilty.  She mentioned completing an application.  Pls advise what info I would need to have on hand for said application.

2)  If I wait til 1/25/25 to switch to Inernet essentils, will Xfinity bill me 14.95 for feb minus a prorata discount for the unused days in my current plan? (My monthly bill on my current plan is generated the 27th of the month.)

3) how can I effect this change without all the back and forth and confusion.  

Your knowledge and consideration in this matter is greatly appreciated and anticipated.

Thank you

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XfinityGabriel

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2 days ago

 

user_346eac, Great questions. Thank you so much for allowing us the opportunity to help with this. Our internet essentials program is available to qualifying income-constrained households such as those participating in the National School Lunch Program (NSLP) and receiving housing assistance, Medicaid, SNAP, SSI, and others. 

You may qualify for Internet Essentials if you:

At Comcast, we strive in ensuring you are only charged for the services that you pay for. Since we bill one month in advance, you would normally recieve a credit for the differnece on the following billing statement. For the best support on Internet Essentials, we recommend that you contact our Internet Essentals support team at 1-855-8-INTERNET (1-855-846-8376) to confirm eligibility. How does this sound so far?

 

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user_346eac

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@XfinityGabriel​ unfortunately your response does not address my queries

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2 days ago

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XfinityPaula

Official Employee

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1.2K Messages

My apologies' user_346eac. It seems we missed the mark here and did not fully explain the details that we have access to and the help we can provide. I'm sorry about that. I know you have done a lot of work on this to obtain the information from the internet essentials team, and they are amazing. You more so for managing the back and forth. I know it's cumbersome for you and the agents as previously being a part of the ACP program changes the criteria set for eligibility. 

 

To answer your questions to the best of my ability I will share what I know, however the best support since this is an internet essentials request would be to talk with the internet essentials team. They have the specialized training and access to the system and forms needed to complete setting up the account with those services. The internet essentials team is best reached by phone at 1-855-8-INTERNET (1-855-846-8376). 

 

1. Usually with the internet essentials program an application is needed. That may be waived since you were part of the ACP program, but the internet essentials team will be able to provide those specifics and eligibility. 

 

2. In my experience the pricing for services on accounts is prorated, so if you changed over the the internet essentials program today, I would expect that your current service rate would end and your next statement would be adjusted. That is how it works when you set up new promotions for customers. The new rate takes place when the order is completed and the account is adjusted to reflect the start date of that new promotion. 

 

3. The best way to communicate the changes needed and to have them completed is to stick with the internet essentials team. They are the only team that can process the requests and make the changes needed on the account. No other team has the ability. 

 

I'm sorry that I can't be more of a help directly on this matter. It's one of the few services that we don't have access in to assist our customers first hand. 

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2 days ago

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