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Thursday, August 15th, 2024 1:25 AM

Is it possible for existing Internet customers who were on ACP to convert to Internet Essentials Plus?

I am an existing Xfinity Internet customer. I was getting the ACP discount for a while, until the ACP program was canceled. So now my Internet costs a lot more than it used to. When the ACP program was canceled, I got an email from the government saying I could use Lifeline instead of the ACP program. However, my research today says that Xfinity does not participate in Lifeline. I looked up online, and it seems that Internet Essentials (50 mbps, for 9.95) and Internet Essentials Plus (100 mbps, for 29.95) are the only low-income options that Xfinity offers. I have seen various conflicting information about this. Some things I read say that only new customers who have never had Xfinity Internet can get these plans. Other sites say other things that are unclear. So I don't know what the actual answer is.

Anyway the point is, I am an existing Xfinity Internet customer who qualified for ACP and was getting that until the ACP program was canceled. Is it possible to convert my existing Xfinity Internet to the Internet Essentials Plus program for 29.95/month? And if so what is the process for doing that?

And if it is possible to get on the IE Plus program, does that require a contract? (I am not on a contract right now)


Also, I have my own modem. So equipment is not needed.

Accepted Solution

Official Employee

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1.5K Messages

3 months ago

 

ineedinternetnow Thank you so much for your post to see what options you can take advantage of with our low-income programs. That is correct! Normally there is a 90-day time frame you would not be able to be an Xfinity customer before setting up Internet Essentials however due to the ACP program ending we are waiving that time frame for current customers we know the loss of the ACP benefits can impact the ability to keep services so we have made sure anyone that was already taking advantage of ACP can continue to get help.  You can reach the Internet Essentials team directly by calling 1-855-846-8376 8:00 a.m.–12:00 a.m. ET, seven days a week for help with the change.

 

Is there any way to direct chat with the Internet Essentials people?
And the business hours are really 8:00 am to 11:59 pm ET? That seems far-fetched that they would really be there during those hours.

Also, is this actual people on the phone line? Or just robots?

Official Employee

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1.5K Messages

 

ineedinternetnow That is a great question those are their hours we have Internet Essentials customers all across the US so having late hours helps make sure they can help every and yes they are live agents when you call for help. I am not aware of a direct chat to them at this time but that is a great recommendation. Most issues other than set up for Internet Essentials are helped just like normal accounts but since there is extra information to get you enrolled they need to stay secure they have to help get you set up directly.  Give them a call!

 

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I'm posting this here to help other people in the same situation. I called the number and was able to get set up, as an existing Internet customer who had ACP switching to Internet Essentials Plus. I was able to do this using my own equipment. After dealing with various robot menus and getting transferred a few times I was able to talk to a person who got me set up. It took about 20 minutes. Since I already had ACP I did not have to make any new application or prove any documents.

Official Employee

 • 

1.5K Messages

 

ineedinternetnow Thank you so much for sharing your update with the Community! I am glad I was able to get you pointed in the right direction with that 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
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