Visitor
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6 Messages
Please help me with an order I just submitted
I just submitted an order online to lower my internet tier to Internet Essentials Plus to save money. I am an 86yr old senior, and I am getting financially crushed everywhere I turn, so I need to save as much money as possible.
I kept every other part of my plan the same during the order process. When I submitted my order, a web page popped up telling me the order could not be completed until an Xfinity Order Specialist contacted me by phone. It also mentioned that I should enroll in the ACP program, but I was already enrolled through Xfinity. In fact when doing the order process, it was mentioned that I was enrolled in ACP already.
Please help!
Thank You.
Accepted Solution
XfinityAldrik
Official Employee
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1.7K Messages
6 days ago
Good morning @user_b7e23b! Thank you for reaching out to us on our community forums! I know I would also be confused if I received a notification to sign up for ACP if I was already enrolled. Our team can certainly take a further look at the submitted order. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.
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XfinityAldrik
Official Employee
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1.7K Messages
5 days ago
Thanks again for reaching out to us @user_b7e23b! I’m glad we were able to assist with completing these changes. As you mentioned, you were already enrolled in the ACP program, so we were able to confirm your account was eligible for the Internet Essentials Plus services.
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