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Visitor

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3 Messages

Sat, Aug 6, 2022 12:40 AM

Losing ACP because of false non-usage.

Yesterday, I recieved an email from you people claiming that I have not used my internet in 30 days and that I would be losing my ACP benefits on the 15th if I did not start using it. Looking at the data usage on my account, it claims that I have not used the internet since June. This is outrageously false, contradicting the fact that my ethernet connection shows over 100 gigabytes of network traffic in the past month and the fact that I'm using it right now in order to make this complaint.

I attempted to resolve this using your customer support phoneline, but the person I ended up speaking with in billing was never told about this policy and took a full ten minutes just to find it in your system, and had no idea how to resolve this.

The person I was transferred to in the Internet Essentials department was even worse, as she clearly was not paying attention and kept repeating the same line that there was nothing to worry about, despite my recieving a warning and confirming it with your billing department.

Now, 24 hours later, the usage statistics are exactly the same. No matter what I try on my end, I am not recognized as using the internet. The deadline you gave me is fast approaching, and I refuse to accept losing my internet over YOUR inability to take even the most basic of metrics.

Official Employee

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218 Messages

10 d ago

Hi @user_1a10c1 thank you for reaching out to our team here in the forums! We appreciate the opportunity to look much further into the matter, and ensure your services remain active as they should be.

Could you please send our team a private message with your full name and full address?

To send a private message, you may need to:

  • Click "Sign In"
  • Click the "direct message" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

Visitor

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3 Messages

10 d ago

Sent, as instructed.

Official Employee

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218 Messages

Thanks for sending in your information, Samuel! May I ask if you happen to still have the email that indicated you would be losing your benefits? 

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

Visitor

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3 Messages

@XfinityLayla​ Yes, though it seems that for some reason it was sent to the email I switched back in May, rather than the one currently associated with my account. Regardless, I did call and confirmed with the billing department that it was a real policy that you have.

Official Employee

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264 Messages

We definitely want to get this addressed so you don't lose the benefit of ACP. From what I see you have reached out to our Internet essentials team and billing so far to confirm the policy is true, but I don't show you have spoken to the team that assists with usage to find out why your being registered with no usage at this time. Have you spoken to the Customer Security Assurance team that can figure out why the usage isn't registering for your internet usage? They would be best to find out why usage is at 0 even when using the service for you. You can reach them at 1-888-565-4329 to get this fixed so you don't lose the benefit of ACP. 

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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