Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_69e5a8
1st Topic
1st Reply
Conversation Starter

12 Messages

Saturday, September 2nd, 2023 2:55 AM

Closed

Internet Essentials - Amnesty

I have been attempting to sign up for the amnesty program through Xfinity. The only requirements are that outstanding balance is more than a year old, and that would otherwise qualify for internet essentials. The only limits on this should be that I cannot have any service other than Internet Essentials. It says this in bold lettering...

Requirements

  • The amnesty program is only for families with outstanding Comcast debt more than one year old.
  • You must be the owner of the past Comcast debt in order to receive amnesty.
  • You must meet all other Internet Essentials eligibility requirements. For more information, visit internetessentials.com.
  • Receiving amnesty does not depend on the outstanding amount of debt.
  • The one-year interval is based on the final disconnection date, as noted in the Comcast billing system.

I didn't make those key words would. That was your website. Your reps are telling me that it is fraud for me to try and sign up for amnesty, without making past due balance. 

I am giving until Friday 9-8-2023, before filing the FCC complaint. 

This whole experience is not ok, and I feel discriminated against. 

Question

 • 

Updated 

1 year ago

938

10

Was this helpful?

XfinityRay

Official Employee

 • 

2.4K Messages

1 year ago

Good evening, @user_69e5a8. Thanks for reaching out about the amnesty program. The Internet Essentials team is the team that handles the program and if you are eligible, apply that to your account. They would be able to further discuss this with you. They can be reached by calling 1-855-8-INTERNET (1-855-846-8376). They are open from 8 AM to Midnight, Eastern, 7 days a week. 

2

0

user_69e5a8

12 Messages

@XfinityRay​ they have been wanting to help, but say my address is locked. They say they cannot sign me up to the program that allows service to those with debt older than 1 year, unless I pay my debt. This is fraudulent advertising. 

1 year ago

0

XfinityRay

Official Employee

 • 

2.4K Messages

Since you have not been able to resolve this by speaking with the Internet Essentials team let's go ahead and open a special ticket that I have for the Executive Relations team to reach out to you directly about this, @user_69e5a8. They are able to work with other departments if necessary to resolve a problem or give you further information on why that couldn't be done. We certainly want to get this setup or a clear answer on why if it is not possible. Our team is almost off for the evening but we will continue our conversation tomorrow if needed. We are able to pick up where we left off.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

1 year ago

user_69e5a8

12 Messages

1 year ago

They are telling people they need to pay past due, contrary to website. Not true. Even government entities are referring to this program with information that past balances only limit you to essential, they do not preclude you from receiving them. 

0

0

user_69e5a8

12 Messages

1 year ago

https://philadelphia.pa.networkofcare.org/pr/services/agency.aspx?pid=internetessentialsfromcomcastamnestyprogram_19_1147_0

0

0

XfinityRay

Official Employee

 • 

2.4K Messages

1 year ago

I can assure you that I have seen the amnesty applied for multiple customers that meet the requirements, @user_69e5a8. It follows the program rules on our website. The Internet Essentials team are the only one that can get that applied. If the address has a block to a previous balance they will need to work with the Collections team to get that resolved. Have you had amnesty in the past? I know some folks did that during the Covid-19 lockdown. 

1

0

user_69e5a8

12 Messages

@XfinityRay​ tell that to them. They are trying to make me pay the balance from may 2021

1 year ago

0

user_69e5a8

12 Messages

1 year ago

 they have been wanting to help, but say my address is locked. They say they cannot sign me up to the program that allows service to those with debt older than 1 year, unless I pay my debt. This is fraudulent advertising

1

0

Again

Expert

 • 

31.1K Messages

@user_69e5a8​ 

Please send @XfinityRay that direct message so that he can get the ball rolling on getting this worked out for you.

To send a direct message:
 
Click "Sign In" if necessary
 
• Click the "Direct Message" icon in the upper right
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line not the Employee's name
• Type your message in the text area near the bottom of the window
• Press Enter to send it
 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

user_69e5a8

12 Messages

1 year ago

I have submitted complaint to the FCC officially. They will contact you soon. 

1

0

XfinityRaul

Official Employee

 • 

1.7K Messages

@user_69e5a8, I would be more than happy to submit this ticket my colleague suggested so we can get you the help you're looking for. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

1 year ago

0

user_69e5a8

12 Messages

1 year ago

Clearly the debt is over a year old. I am being told they cannot unlock it, until debt is paid. The only limitation on your site is the requirement to stay on the Internet Essentials plan. I am ok with that. Your collections department is commiting fraud when they tell me otherwise. 

0

0

user_69e5a8

12 Messages

1 year ago

Photos are attached here.

0

0

user_69e5a8

12 Messages

1 year ago

Photo attached here.

0

0

Again

Expert

 • 

31.1K Messages

1 year ago

@user_69e5a8 

Since you filed with the FCC there isn't anything anyone can do from here.  You will just have to wait to hear from someone.  Posting here now will do no good.  Sorry.

2

0

user_69e5a8

12 Messages

@Again​ I was told I could still resolve with the provider? Are you taking action against me for contacting the FCC, such as refusing assistance in retribution for reporting your clear violations? 

1 year ago

0

user_69e5a8

12 Messages

@Again​ if you are refusing assistance, I will update my claim. If you are able to assist, this is an easy resolution. Just honor the posted policy. 

1 year ago

0

forum icon

New to the Community?

Start Here