Lifeline approval expiring 9/14 — multiple agents, no resolution, need Digital Care Team help

I'm posting on behalf of my father, a longtime Xfinity customer and senior on Medicaid who was approved for the federal Lifeline benefit. His benefit has a deadline of September 14, 2026 to be applied before the approval lapses.

On 8/15/2026, he chatted with an agent and was told a request was submitted on his behalf, and was promised an email confirmation within 7-8 business days regarding Internet Essentials eligibility. That email never came.

When he tried to follow up again today, he spent three hours on chat, during which time he was transferred through at least eight different agents across multiple chat sessions, several of which disconnected mid-conversation. He has received contradictory (and in some cases incorrect) information, including:
- Being told a request was "in progress" that apparently was never actually actionable
- Being told Xfinity does not participate in the Lifeline program at all
- Being offered an unrelated $110/mo Gigabit plan upgrade and a free mobile line during a call meant to address his low-income internet request
- Being told he must cancel his internet service and go 90 days without it before he can apply for Internet Essentials

He cannot go without home internet for 90 days (he's homebound, uses a desktop computer, and has no mobile hotspot access), and his Lifeline approval expires September 14. He is not asking for anything beyond what he was already approved for by the federal government — he just needs a real path to get it applied to his account before the deadline, or clear guidance on his options if that's not possible.

Could someone from the Digital Care Team please review his account and help directly? I'm happy to share the account details and full chat transcript by private message. Thank you, from John's daughter (and financial POA), Joanna