Why did I get this email?

I don't understand why I got this email. I use my internet constantly.

8/5/22, 9:02 PM
Gmail - Action Required: You are at risk of losing your ACP benefit
Victor <[Edited: "Personal Information"]>
Action Required: You are at risk of losing your ACP benefit
1 message
Xfinity <xfinity@emails.xfinity.com>
Reply-To: Xfinity <reply@emails.xfinity.com>
To: [Edited: "Personal Information"]
Thu, Aug 4, 2022 at 9:01 AM
My Account
Please use your Xfinity
Internet service to
continue receiving the
ACP credit from Xfinity
The rules of the federal Affordable Connectivity Program (ACP)
require that a customer use their Internet service at least once in 30
consecutive days in order to remain enrolled in the program and
continue receiving the ACP benefit. This rule applies to ACP
customers whose Internet service is fully covered by the ACP benefit.
According to our records, you have not used your Xfinity Internet
service in the last 30 days. If you do not use the service within 15
days, you will be removed from ACP, lose your ACP credit, and be
responsible for the full cost of your Internet service.
To avoid losing your ACP credit, please be sure to use your
Xfinity Internet service within the next 15 days and then at least
once every 30 days after that.
If you're having trouble with your Internet service and are unable to get
connected online or if you are using the Internet and believe you have
received this email in error, please contact us right away at
844-963-0260. Our agents can provide support or schedule a device
replacement on your behalf, if needed. Otherwise, please remember
to begin using your service or your ACP credit will be removed on
2022-08-16.
1/28/5/22, 9:02 PM
Gmail - Action Required: You are at risk of losing your ACP benefit
Your Xfinity Internet service offers a fast, reliable connection for
multiple devices in your home. You can use it to surf the web, send
emails, stream shows and movies, upload photos, download music,
game online, work and learn from home – and more! And the full cost
of your service is currently covered through the monthly ACP benefit.
Thank you for being an Xfinity customer.
Xfinity App
View Online
My Account
|
Ask Xfinity
Privacy Policy
THIS IS A SERVICE-RELATED EMAIL
Comcast will occasionally send you service-related emails to inform you of service upgrades
or new benefits.
Please do not reply to this email, it is not monitored. If you'd like to contact us, please visit our
website here.
Comcast respects your privacy. For a complete description of our privacy policy, click here.
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All trademarks are the property of their respective owners.
Comcast Cable, One Comcast Center
1701 JFK Boulevard, Philadelphia, PA 19103
Attn: Email Communications

Responses

XfinityAirelle

Official Employee

•

2.5K Messages

3 years ago

Hi there! This email is in regards to our Affordable Connectivity Program. Have you applied recently?

user_658eee

Visitor

•

10 Messages

@XfinityAirelle I had ebb for over a year and switched to acp, I think it was march. Read the message carefully. It seems ti imply that I have not been using my internet often enough but I use it all the time.

3 years ago

CCJimmy

Problem Solver

•

492 Messages

@user_658eee I understand! We can take a further look into things on our end. Can you please send our team a direct message with your full name and full address? We will be happy to help!

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

I no longer work for Comcast.

3 years ago

user_658eee

Visitor

•

10 Messages

Thank you. I get late notices from xfinity (differnet issue: I called customer service again a few day ago) even though I have ACP so I am a bit sensitive to anything that might indicate my service will be at risk of cancellation. Thanx for looking into it. These systems are so big and complex it is amazing they work at all and I really appreciate xfinity and the ACP program.

3 years ago

CCJimmy

Problem Solver

•

492 Messages

@user_658eee I completely understand. We want you to feel at ease when it comes to your account. We can work together to take a further look into things. Go ahead and send us a direct message, and we will be happy to help!

I no longer work for Comcast.

3 years ago

user_80d2d1

Contributor

•

33 Messages

3 years ago

The fact that you make this posting shows your using internet. It contradicts what they say.

user_658eee

Visitor

•

10 Messages

3 years ago

I have received an email and a follow up letter warning that my ACP will be cancelled if I do not use my internet in the next 15 days.

I have already talked to tech support and they are working on it. The xfinity account system reports that my usage over the last 3 months is zero MB. This is not true, something is broken. When I login to my account the usage report shows zero MB downloaded.

***** My current request is that the ACP/Internet Essentials dept be notified that these notifications of non-compliance are false and that tech support is working on it. I have made this request over the phone to the internet essentials dept but I do not seem to be able to get them to understand my request. There seems to be a language barrier. I spent a half an hour trying to explain it and when I asked for a supervisor she (Yvonne) said no and gave me a phone # (855-846-8376). She finally agreed to try to get a sup but failed.

I gave up and came here.

Note: This comment was created from a merged conversation originally titled acp cancellation WHAT???? Request for supervisor denied.

CCKyla

Problem Solver

•

411 Messages

Oh gosh, I'm so sorry to hear that. I'd like to see what's going on but I'll need a better look at the account. Can you please send a privat message? You can do so by following these steps:

Sign in to the community.
Click the message count or envelope icon to go to your Private Messages Inbox.
Click the New Message icon.
Enter the recipient's name in the Send to field.
Type the reply in the Message box.
Click Enter to send your message.

I no longer work for Comcast.

3 years ago

Again

Expert

•

31.4K Messages

@user_658eee @XfinityKyla

Please do not make multiple postings about the same issue. Continue to work with just one group of Official Employees. The Employees here are Corporate employees and will do their best to help you, but continuing to post about this issue is against the Guidelines and the Acceptable Use Policy.

Closing this thread to further replies.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

3 years ago

XfinityOrlandoM

Official Employee

•

2K Messages

@user_658eee

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

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

3 years ago

user_658eee

Visitor

•

10 Messages

Okay. I sent a DM to Xfinity Support.

3 years ago

chase217

Visitor

•

5 Messages

were you ever able to get your problem solved? i am experiencing this right now myself

2 years ago

Customer Service

user_658eee

Why did I get this email?

XfinityAirelle

user_658eee

CCJimmy

user_658eee

CCJimmy

user_80d2d1

user_658eee

CCKyla

Again

XfinityOrlandoM

user_658eee

chase217

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