RandomAnn's profile

Frequent Visitor

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14 Messages

Sat, Dec 4, 2021 1:53 PM

Internet Essentials Plus 100/5

On internet essentials website it shows new plan called Internet Essentials Plus. Says

Double the Speed and Gateway Included Free with the Emergency Broadband Benefit. I am currently on Internet Essentials 50/5 and enrolled in Emergency Broadband Benefit. Will they automatically upgrade people or will have to talk to someone?

https://www.internetessentials.com/

Accepted Solution

Official Employee

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344 Messages

Hace 6 m

Thanks for reaching out with your questions about our new Internet Essentials Plus trial! The trial offers an option to upgrade to a new tier of Internet speed, Internet Essentials Plus, for $29.95 a month, including speeds of 100/5 Mbps. Under the Emergency Broadband Benefit, the cost of the modem rental is still included at no additional cost.

 

If you are interested in upgrading to the Internet Essentials Plus program and want to see if you qualify, you'll need to chat with one of our expert Internet Essentials specialists. The Internet Essentials Call Center is available from 8:00 AM - 12:00 AM ET, seven days a week, at 1-855-846-8376. 

Visitor

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1 Message

@XfinityMacey my great aunt was called by an xfinity agent about this offer, and that she would get 10 months free, is that true?

Visitor

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1 Message

Hace 5 m

I got a call about this today. The caller was so sketchy I didn’t believe him though. 

Visitor

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1 Message

Hace 2 m

I was told the $29.95 was "covered".

Again

Expert

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27.4K Messages

@user_0015d7​ 

I was told the $29.95 was "covered".

Probably "covered" if you are enrolled in ACP with the $30 discount and are qualified for Internet Essentials.

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Visitor

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1 Message

Hace 2 m

no one knows anything about this offer. probably a scam

Again

Expert

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27.4K Messages

@user_52e9c2​ 

no one knows anything about this offer. probably a scam

Check the webpage: https://www.internetessentials.com/  Scroll down mid-way.

I am not a Comcast Employee.
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Visitor

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2 Messages

Hace 2 m

Switched to Internet Essentials Plus about a week ago, however, my Mbps still remain around 50mbps when checking my speed. When switching my Comcast router was reset by the representative I spoke to, he stated that the speed increase would be available immediately upon the reboot, however, that has not been the case.

Who can I speak to at Comcast that can help me with this issue?

Does the Comcast router need to be upgraded in order to get something close to 100mbps?

Please let me know because paying $30.00 per month even though it's through the Emergency Broadband Benefit is still a rip off If I'm only getting the 50mbps from the regular Internet Essentials program that costs $9.95 per month.

Official Employee

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291 Messages

I will be happy to take a look at this issue with you.

Will you please send our team a direct message with your full name and full address?
~~~~

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Visitor

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2 Messages

After speaking with customer support I have to take my router to a Comcast store for a replacement for one that can actually get 100mbps rather than the 50mbps I get with the router I have.

Now I have another issue aside from not receiving the 100mbps. On March 24, 2022, I was approved for the ACP program that supposedly gives me a credit up to $30.00 per month, however, on April 11, 2022, I was charged $23.87 for Internet Essentials Plus when I'm still getting the same speeds of up to 50mbps Internet Essentials offered for $9.95 per month.

Can't Comcast get their billing correct?

I shouldn't have been charged anything for a Plus program that doesn't work rather than being charged $23.87 for the same exact Mbps I was getting with Internet Essentials.

At this point, I'm ready to start looking for another provider if there is one in my area that can provide 100mbps under the ACP program as Comcast evidently can not do at present.

This is beyond ridiculous.

Official Employee

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230 Messages

@user_6c3f38, I can understand the frustration this would cause and this is not the experience we want you to have. I am glad to hear you are getting the gateway switched to the one that can support your new speed tier which should resolve the internet speed issue portion.

 

We would be more than happy to look over your account and billing with you today. Can you send us a direct message with your first and last name and address to get started?

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Visitor

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2 Messages

Hace 2 m

I had asked to switch from the internet essentials in December to the internet essentials plus and unbeknownst to me the representative removed me from internet essentials and put me on a regular plan.  Now I’m getting a bill for $60 a month.   

Official Employee

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158 Messages

Hello @user_9b70a1 I am so sorry that this has happened. I am sure that this can get straightened out for you. I do suggest that you reach out directly to the internet essentials team at 1-855-8-INTERNET or by the chat service at https://comca.st/3ueV66A

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Visitor

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1 Message

Hace 2 m

I can verify that this isn’t a scam actually. 

I received an email saying I was qualified for IE+ because of my AARP plan. 
I had called the number in the email and yes at first the people on the phone do sound sketch [Edited: "Language"], but I think tht whoever I was talking to was new at their job and seemed like my age (I’m 22), singing on the phone and whatnot.

they had asked for my account number and I gave it to them & asked questions for verification purposes and I complied.

long story short they pulled up my information, sent me an official email that’s from Xfinity and had me verify the change of the service on my end to let you know your changing your plan from $9.95 a month to $29.99.

if anyone has questions just reply to this comment 

(edited)

Visitor

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2 Messages

Hace 2 m

I've had extensive dealings with Comcast and Internet Essentials which seem to be somewhat distinct departments within the company (with Internet Essentials seeming a 2nd class department as you might expect). Internet Essentials and Comcast are not always on the same page, the reps are either not always fully informed or are withholding of certain information in favor of their script, and it is up to the user to navigate the maze they have created at this point. You can even get accidentally and silently transferred back to Comcast through the Internet Essentials bot menu, which is basically the same terrible bot menu used by Comcast, and the reps from either side won't be able to help you with issues from the other. That said, I'll take the savings on my bill now that the hassle is done.

Internet Essentials can directly help you apply for the $30 ACP federal benefit which in turn also immediately qualifies you for the Internet Essentials plan at $9.95/mo. You can also apply online to qualify for both or either program on your own relatively quickly, but you can do it all right over the phone in real time with Internet Essentials. After becoming a customer on the basic plan, you can then call and upgrade your plan to the 100 mb/s @ $29.95/mo Internet Essentials Plus. They would not let me apply for plus directly from the start, and I asked a few different reps. My family's bill went from over $50 to $0 while keeping the same speed and gaining access to a few perks.

Also noteworthy is at this time you do not need to be a new customer to apply for this benefit for the next few months, according to their FAQ, and I presume you would then be grandfathered in for as long as they maintain the program. In the past my family qualified financially, but we were not new customers and were not in a position during remote work/school/appts to cut off our access to the world for 3 months to reapply as such. I was outright denied by multiple reps that I qualified for the program despite the recent change to their rules and had to speak to several people, advocating and referring them again and again to their own updated rules, which they either did not know or were working around on their script. Eventually, a more knowledgeable and helpful rep higher up the chain was able to tell me: I had to cancel my existing service with Comcast, immediately reapply as an Internet Essentials customer, and then wait for deactivation/reactivation, my new equipment to be shipped, and all of that. It was essentially getting new service but without a 90 day wait to qualify for the program. I had to use their equipment instead of my own as I had been using, but there was no rental fee under the program.

It took me several hours on the phone figuring out what to do and an hour or two actually getting it all done in a timely manner. Had I not again advocated for my family, we may have been waiting upwards of 10 days just for a disconnect (which was done in minutes after a quick transfer and conversation), followed by the rest of the process over the next week or few - or we'd be overpaying indefinitely. You've got to be a squeaky wheel with this company if you want anything done, and you've got to be willing to cut ties if they still can't make it work for you.

Visitor

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4 Messages

Hace 12 d

I found this FAQ on xfinity.com that says upload is 10mbps with regular IE. 

faq 
https://internetessentials.com/get-help#mostasked&all_Speedincreasequestion
"I heard that Internet Essentials is increasing speeds, how do I get faster speeds?
For all new and existing Internet Essentials customers, the speed of the program’s Internet

service is now 50 Mbps downstream and 10 Mbps upstream! There is no need to do anything,

existing customers are automatically included in this speed increase."

My upload currently measures at almost 12mbps!  My question is what is going to happen to my upload speed if I upgrade to IE+ ??  I am not upgrading unless my upload speed and bandwidth allotment is increased as well.  I just got 4k60p working on youtube and amazon prime and I would like to be able to use a sling box or something similar.  Remote access to a sandbox on my home network would be really fun to learn.    

P.S. 

I am pretty happy with the customer service I am receiving from Xfinity.  There are always issues with technology and billing.  The real measure is how we address the issues. Xfinity reps have solved every problem.  If I cannot find the answer online then online chat does the trick 99% of the time. 

(edited)

Official Employee

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229 Messages

 

I'm glad to hear that you are happy with your service. Currently, our Internet Essential + package is up to 100 Mbps down / up to 10 Mbps up for just $29.95 a month plus tax.
Please let me know if you have other question or need help with making the change. 

 

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Visitor

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4 Messages

So the quota stays at 1.2 tb.  I cannot really put more pc's on the network or watch 4k video without going over.  The upload stays the same so I cannot use a 4k webcam either.   So you are offering me 100mbps that I won't be able to use, no upstream speed increase and no quota increase.  It is just another big lie to take advantage of the government dollars.  Thanks but I will pass.

Official Employee

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252 Messages

I am super, super proud to work for a company that offers affordable Internet options for eligible households. Internet Essentials offers low-cost, high-speed Internet to 10 million Americans connecting them to all the opportunities the Internet has to offer – from education and job skills training to healthcare resources.

If 4K videos, 4K webcams, and upwards of 1.2 TB of data is your thing, we might want to look at other options. Have you checked out our ACP program, here - https://comca.st/3wxqfTG ?

As part of our ongoing commitment to keeping you connected, Xfinity is proud to participate in the Affordable Connectivity Program (ACP), which provides eligible households a credit of up to $30/month towards your Internet and mobile services.

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Visitor

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4 Messages

Yes I am grateful that the IE deal was made available before the ebb was even appropriated by congress.  Xfinity's need to make a profit was well balanced against the needs of the working class to access the internet at a reasonable speed.  The upgrade to 50/10mbps is much appreciated as well. 

Yes, I just approved for the acp benefit.  That is why I mentioned inappropriately taking advantage of the public dollar.

The offer to upgrade to 100mbps is disingenuous and misleading.  You have failed to refute the details of my argument.  What am I supposed to do with the this so called upgrade if I cannot use it for 4k video? Why is the upload not upgraded as well? Why is the quota not increased either? 

How much does Xfinity charge for a plan that does offer increases to these amenities?   Apparently that would be the 600/15 plan at $80.  But still no increase in quota.  That would cost an extra $30 per month.  

What if I just want you to increase my increase the upload speed?  You can have my extra ACP dollars for 50/20mbps and a 2tb quota. 

(edited)

XfinityGina

Official Employee

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539 Messages

Thank you letting us know your feelings on this, @user_658eee.

 

You can currently find more information on the 100Mbps Internet Essentials Plus package on the main page of our Internet Essentials page, we definitely don't want you to feel misled! The feedback on the upload speed is appreciated, we are always looking to improve our products, and customer input is vital to that :) 

 

You definitely don't need to upgrade if you don't feel like it will be valuable to you to do so. The download speed upgrade would be useful for things like downloading files, streaming music or video, or loading websites faster.

Despite growth in upstream traffic in 2020 as more people used videoconferencing applications for virtual work and school, actual customer usage remains highly asymmetrical. Throughout 2020 and into 2021, downstream usage was 14x higher than upstream.

 

With that being said, over the years, we have consistently increased both our upload and download speeds.

 

And you are correct, there may still be a data plan and there is quite a lot of information, specifically in reference to Internet Essentials, here. There's also an FAQ here

 

It looks like you were able to find a promotion online for the 600/15 package, and if you would like to increase your upload speed changing the package would be the correct way to do so. We are not able to change only the upload speed. 

 

I hope that the above information is helpful and answers your questions! 

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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Visitor

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4 Messages

Hace 12 d

Well I am not signing up for IE+ until it offers a value that reflects the extra money to paid for it.

I think you have it backwards.  People do not use upload bandwidth because you restrict it, not the other way around. 

In closing I must admit 50/10 is pretty awesome. :)

Official Employee

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229 Messages

I'm glad to hear that you think it is awesome. I'm glad that we offer many options to chose from so our customer can chose a package that works best for their household and needs. 

 

I can tell you we are installing more fiber throughout our network by replacing some coaxial cable with fiber lines. This is so that we’ll be able to offer you even more reliable service, greater network capacity and more gig speeds to more homes down the line.

 

 

 

 

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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Visitor

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1 Message

Hace 11 d

From xfinity someone call me for the new offer they have internet essentials plus and now I received bill $59 and I usually had internet essentials plan $9.99 but I called internet essentials to switch back to regular plan but I don’t see any changed yet how does it take to see in my account.

Official Employee

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3.2K Messages

@user_angfco89

Often times changes to customer accounts are not reflected online until the next bill print date. Your bill print date will be listed in the top right-hand corner of each bill. 

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
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