Notes

Account Management
One-time bill pay by:
Credit/debit card, including entering card information using a smartphone camera.
Check.
Stored payment method on file.
Enroll in Paperless Billing
Manage stored payment methods on file.
Give saved credit cards nicknames.
Pay delinquent account balance to immediately restore service.
View account information:
Name on account.
Account number.
Preferred email and phone number on file.
Billing and service address.
Security PIN.
Xfinity Voice number(s) in Account Details.
View Internet Usage Meter.
View outage information.
View service status messaging that displays issues with Home Integrity Check.
View Comcast Service Center locations and details in your area.
Change Xfinity password.
Add an alternate email address or modify the preferred email address.
Add or edit the secondary contact phone number.
Check and track the status of orders placed with Xfinity (Overview > My Orders)
View or change your in-home WiFi network name (SSID) or WiFi password for Comcast-owned Xfinity wireless gateways (currently unavailable for customer-owned Wireless Gateways).
Note: The ability to change the WiFi network name (SSID) and WiFi password functionality only applies to the following Comcast-owned Wireless Gateways.
Arris TG862G, Arris TG852G, Technicolor TC8305C and Technicolor TC8717C models under Internet tab > Change WiFi name & password > Change WiFi Name & Password.
All models under Internet tab > Advanced Settings > Admin Tool.
Restart your Xfinity Home touchscreen.
View current Xfinity TV channel lineup and search for specific channels.
Access the Admin Tool in order to customize wireless gateway settings, including:
Your network settings.
Your WiFi network name (SSID).
Your WiFi network key (password).
Parental Controls.
Your public Xfinity WiFi hotspot setting (turn on or off).
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Appointment Information
Manage technician appointments, including rescheduling.
Technician's estimated 30-minute arrival window displayed for appointment.
Note: Not applicable in the Central Division; arrival window only displays once the technician is en route.
Tech Tracker, currently available in the Oregon/SW Washington area and coming soon to additional regions:
Includes name and picture of technician.
Fifteen minutes prior to appointment, map will display with technician's route.
For more information, learn how to get additional TechETA details for Central and West Divisions.
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Help and Troubleshooting
FAQs (searchable).
Self-help videos.
TV Interactive Troubleshooting Guides (ITGs).
Contact options upon failed troubleshooting:
Request a callback (estimated wait time is displayed).
Twitter contact (tweet messages to @XfinitySupport).
Request a callback for billing issues.
Restart wireless gateway and view signal strength.
Support for Xfinity Home devices.
Program your remote (includes XR2, XR5 and XR11 remotes).
View your channel lineup, including the number of channels in current package.
View important alerts about your service, including upcoming maintenance (within three days).
Set up new TV Box and wireless gateways.
Note: Available for wireless gateway models Arris TG862G, Arris TG852G, Technicolor TC8305C and Technicolor TC8717C.
Provide common tips for troubleshooting Xfinity Flex.
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Activity History
Speed tests run.
Appointments made.
Calls made (including reason called, duration, ability to rate the call and other details).
Getting Started kits shipped.
Over time, additional events will be added to the Activity History screen, including billing information, Xfinity On Demand (XOD) rentals and X1 Refresh functionality.

---------------------

Summary
Use this article to learn more about the Xfinity My Account app.
Quick Links
Overview
Account Management
Appointment Information
Help and Troubleshooting
Activity History
Availability Details
Equipment Requirements
Apple
Android
Eligibility
Talking Points
Internal Notes
Collapse All Sections
Overview
The Xfinity My Account app allows customers to easily gain access to self-help information and troubleshooting steps on their Apple and Android mobile devices.

Note: Only Android 4.1 (and later) users can download and install version 1.15 of the Xfinity My Account app. Android 4.0 (and earlier) users can still download and install version 1.14 of the app.

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Account Management
One-time bill pay by:
Credit/debit card, including entering card information using a smartphone camera.
Check.
Stored payment method on file.
Enroll in Paperless Billing
Manage stored payment methods on file.
Give saved credit cards nicknames.
Pay delinquent account balance to immediately restore service.
View account information:
Name on account.
Account number.
Preferred email and phone number on file.
Billing and service address.
Security PIN.
Xfinity Voice number(s) in Account Details.
View Internet Usage Meter.
View outage information.
View service status messaging that displays issues with Home Integrity Check.
View Comcast Service Center locations and details in your area.
Change Xfinity password.
Add an alternate email address or modify the preferred email address.
Add or edit the secondary contact phone number.
Check and track the status of orders placed with Xfinity (Overview > My Orders)
View or change your in-home WiFi network name (SSID) or WiFi password for Comcast-owned Xfinity wireless gateways (currently unavailable for customer-owned Wireless Gateways).
Note: The ability to change the WiFi network name (SSID) and WiFi password functionality only applies to the following Comcast-owned Wireless Gateways.
Arris TG862G, Arris TG852G, Technicolor TC8305C and Technicolor TC8717C models under Internet tab > Change WiFi name & password > Change WiFi Name & Password.
All models under Internet tab > Advanced Settings > Admin Tool.
Restart your Xfinity Home touchscreen.
View current Xfinity TV channel lineup and search for specific channels.
Access the Admin Tool in order to customize wireless gateway settings, including:
Your network settings.
Your WiFi network name (SSID).
Your WiFi network key (password).
Parental Controls.
Your public Xfinity WiFi hotspot setting (turn on or off).
Back to Top
Appointment Information
Manage technician appointments, including rescheduling.
Technician's estimated 30-minute arrival window displayed for appointment.
Note: Not applicable in the Central Division; arrival window only displays once the technician is en route.
Tech Tracker, currently available in the Oregon/SW Washington area and coming soon to additional regions:
Includes name and picture of technician.
Fifteen minutes prior to appointment, map will display with technician's route.
For more information, learn how to get additional TechETA details for Central and West Divisions.
Back to Top
Help and Troubleshooting
FAQs (searchable).
Self-help videos.
TV Interactive Troubleshooting Guides (ITGs).
Contact options upon failed troubleshooting:
Request a callback (estimated wait time is displayed).
Twitter contact (tweet messages to @XfinitySupport).
Request a callback for billing issues.
Restart wireless gateway and view signal strength.
Support for Xfinity Home devices.
Program your remote (includes XR2, XR5 and XR11 remotes).
View your channel lineup, including the number of channels in current package.
View important alerts about your service, including upcoming maintenance (within three days).
Set up new TV Box and wireless gateways.
Note: Available for wireless gateway models Arris TG862G, Arris TG852G, Technicolor TC8305C and Technicolor TC8717C.
Provide common tips for troubleshooting Xfinity Flex.
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Activity History
Speed tests run.
Appointments made.
Calls made (including reason called, duration, ability to rate the call and other details).
Getting Started kits shipped.
Over time, additional events will be added to the Activity History screen, including billing information, Xfinity On Demand (XOD) rentals and X1 Refresh functionality.

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Availability Details
National

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Equipment Requirements
Apple
Apple smartphones with iOS 7 or above. While the app can run on iPads in compatibility mode (the app will remain the size it appears on the iPhone), there is no iPad-specific version of the Xfinity My Account app at this time.

Android
Android devices running Ice Cream Sandwich 4.0.3 or higher with a pixel density of HDPI (high) and XHDPI (extra high). On devices with larger screens, MPDI (medium) pixel density is also supported.

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Eligibility
All customers with an Xfinity ID.

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Talking Points
Will we support single sign-on to other Xfinity apps?
Single sign-on will be provided between the Xfinity My Account app, the Xfinity Stream app and the Xfinity TV Remote app.

What checks do the Interactive Troubleshooting Guides (ITGs) perform?
The ITGs check entitlements, provisioning data, account data, outages and various signal and network checks. The WiFi, home networking and Xfinity On Demand ITGs perform additional relevant checks.

Where does the outage information come from?
The outage information comes from a service that queries open outage trouble tickets. The my.xfinity.com site also uses this service.

Will this be implemented as a native app?
Core app features will be implemented as a native app (iOS). The Xfinity My Account app is intended to extend additional self-care options to our customers.

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Internal Notes
Technician appointments such as Trouble Calls, Installs, Change of Service and certain Special Request Orders (SROs) where the technician needs to access to the home will be visible to customers within the My Account app.
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Summary
This article includes information about features and availability of the Xfinity Stream App.
Quick Links
Overview
Features
Availability Details
Equipment Requirements
Eligibility
Support
Collapse All Sections
Overview
Customers can turn any Apple or Android smartphone or tablet into a personal TV screen using the Xfinity Stream app.

Stream live news and sports, schedule DVR recordings, watch thousands of Xfinity On Demand shows and movies, and download your DVR and purchased movie library. Plus, rent or buy movies and shows (Android devices in-app and from xfinity.com/stream in your web browser) and watch on the small screen or the big screen.

Note: Pay-Per-View programming can’t be streamed through the app at this time.

Features
Xfinity Stream App Features and Benefits
Subscription Type Live TV and On Demand Streaming of Full Lineup (In-Home)* Cloud DVR TV Go Streaming** Download On Demand Programs Watch and Download Purchases
Xfinity TV (Choice TV with Xfinity Flex, X1 or non-X1) with Xfinity Internet X X X X X
Xfinity TV (X1 or non-X1) without Xfinity Internet

X X X
Xfinity Instant TV X X X X
Xfinity On Campus*** X X X X
*Must be connected to your in-home network, as these features are delivered exclusively through the Xfinity-managed network as a cable service, not the Internet.

**Streamed and downloaded via the Internet and will count against Xfinity Internet data or cellular data usage.

***Must be connected to On Campus WiFi network to access live TV and Xfinity On Demand streaming.
---------------------------------------------------


Summary
This article includes information about features and availability of the Xfinity Stream App.
Quick Links
Overview
Features
Availability Details
Equipment Requirements
Eligibility
Support
Collapse All Sections
Overview
Customers can turn any Apple or Android smartphone or tablet into a personal TV screen using the Xfinity Stream app.

Stream live news and sports, schedule DVR recordings, watch thousands of Xfinity On Demand shows and movies, and download your DVR and purchased movie library. Plus, rent or buy movies and shows (Android devices in-app and from xfinity.com/stream in your web browser) and watch on the small screen or the big screen.

Note: Pay-Per-View programming can’t be streamed through the app at this time.

Back to Top
Features
Xfinity Stream App Features and Benefits
Subscription Type Live TV and On Demand Streaming of Full Lineup (In-Home)* Cloud DVR TV Go Streaming** Download On Demand Programs Watch and Download Purchases
Xfinity TV (Choice TV with Xfinity Flex, X1 or non-X1) with Xfinity Internet X X X X X
Xfinity TV (X1 or non-X1) without Xfinity Internet

X X X
Xfinity Instant TV X X X X
Xfinity On Campus*** X X X X
*Must be connected to your in-home network, as these features are delivered exclusively through the Xfinity-managed network as a cable service, not the Internet.

**Streamed and downloaded via the Internet and will count against Xfinity Internet data or cellular data usage.

***Must be connected to On Campus WiFi network to access live TV and Xfinity On Demand streaming.

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Availability Details
The Xfinity Stream app is available to all customers who subscribe to Xfinity TV. However, customers not subscribed to Xfinity Internet will only have access to TV apps and website content (Xfinity TV Go channels), which is a reduced subset vs. the customer’s full lineup.

For more details, see the overviews for X1 Cloud DVR and Live TV streaming features.

While waiting for equipment to be installed in their home after ordering Xfinity TV service, customers can start watching a popular selection of live news, sports and Xfinity On Demand shows and movies included with their Xfinity TV service with the Stream app.

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Equipment Requirements
For information regarding the system and device requirements for the Xfinity Stream app, see Xfinity Stream app requirements.

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Eligibility
Must be an Xfinity TV customer (Choice TV with Xfinity Flex, X1, non-X1 or Xfinity Instant TV).
Must be an X1 or Choice TV with Xfinity Flex Cloud DVR customer to stream and download DVR recordings.
Must have an Xfinity ID and password to provision service on a mobile device or computer.
X1 customers: Must have the Cloud DVR or IP Streaming provisioning codes on the subscriber's account (X1 and Xfinity Instant TV customers only).
Must be connected to in-home Xfinity Internet network to stream full channel lineup and full On Demand library.
Xfinity TV Go programs can be streamed or downloaded over any WiFi or mobile network.
Must be connected to a WiFi or mobile network to stream and download completed DVR recordings.
Xfinity Stream app usage and streaming is only available in the U.S. However, DVR content downloaded for offline viewing can be viewed anywhere (so long as the download process takes place prior to leaving the U.S.).
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What Is the ACP?
The ACP is a federal government program designed to help households connect to internet and mobile services. 

Benefits
What Is the ACP Benefit?
The ACP provides a monthly household credit toward any tier of Xfinity Internet service and/or Xfinity Mobile for the duration of the program. The amount of the credit depends on the rate for the services selected.

Eligible Xfinity customers can receive a credit of up to $30 per month ($75 per month for customers in qualifying Tribal lands) toward their Xfinity Internet, leased internet equipment and/or Xfinity Mobile after completing the enrollment process.

Comcast is not participating in the one-time discount for devices (laptops, tablets and desktops).

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Availability Details
Where Is the ACP Available?
The ACP is a federal government program and is available nationally to qualifying customers through broadband providers participating in the program.

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Eligibility
Who Is Eligible for the ACP?
A household is eligible for the ACP if the entire household income is at or below 200% of the federal poverty level (for example, $55,500/year for a family of four or $27,180/year for an individual) or if one member of the household meets any of the following criteria:

Qualifies for the federal Lifeline program, including:
Medicaid
SNAP
Supplemental Security Income (SSI)
Federal Public Housing Assistance
Veterans and Survivors Pension Benefit
Tribal Programs for Residents for Qualifying Tribal Lands
Receives benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision.
Received a federal Pell Grant during the current award year.

In order to confirm eligibility for the ACP, Comcast must share certain information about the customer with the federal government.

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Covered Services
What Does the ACP Cover?
The ACP applies to monthly charges for Xfinity Internet service, including unlimited data plans (Central and West Divisions only) and leased internet equipment, 30-day refills for Xfinity Prepaid Internet service, and Xfinity Mobile data usage and service fees. Qualified households will receive a total credit of up to $30/month toward these services or up to $75/month for qualified households within Tribal lands. The amount of the credit depends on the rate for the services selected.

If the customer has both Xfinity Internet and Xfinity Mobile services, the ACP benefit will first be applied to the internet portion of their bill. Any remaining ACP benefit will be applied to Xfinity Mobile services.

Are There Any Xfinity Internet or Mobile Services That Are Not Eligible for the ACP?
The ACP credit cannot be used for:

Internet data overage charges
Seven-day refills or purchase of the modem for Xfinity Prepaid Internet service
Xfinity Mobile device payments
Xfinity Mobile Protection Plan
Taxes and fees
Any non-internet or non-mobile Xfinity products or equipment
Including Xfinity TV, Xfinity Voice and Xfinity Home

The following types of customers cannot apply their ACP credit toward internet service:

Customers who receive Xfinity Internet service provided to them by their residential building through Xfinity Communities or Xfinity On Campus and do not have an individual Xfinity account with upgraded internet services
Customers whose Xfinity Internet account is in voluntary seasonal suspend status
Customers whose Internet Essentials service is provided through an organization or school sponsored program

Any of the above mentioned customers who qualify for the ACP can enroll in the ACP and apply their credit toward their Xfinity Mobile service by calling 1-844-389-4681.

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Customer Notification
How Is the Customer Notified About Their Application Status?
Customers will receive an email notification of their application status after they have completed the enrollment process.

Customer Email Messages During Enrollment

The following are examples of the email messages that customers will receive on their application status.

ACP Approved Message

Your application has been approved (Email Copy)

Xfinity Internet Customer


Click image to enlarge.

Xfinity Prepaid Internet Customer


Click image to enlarge.

Thank you for enrolling in the Affordable Connectivity Program (ACP) through Xfinity. You will soon see a credit of up to $30 ($75 if you are in a Tribal Land) applied to your monthly Xfinity bill. Here's what you need to know:

The ACP credit will be applied first toward the cost of your Internet service and leased modem.
Any remaining ACP credit will then be applied to your Xfinity Mobile bill if you subscribe to Xfinity Mobile.
For Maryland Residents only: If you live in the state of Maryland, your enrollment in ACP also enrolled you in the Maryland Emergency Broadband Benefit (MEBB) program. You may see an additional MEBB credit as a part of that program, which will be applied after the federal ACP credit to any remaining monthly charges for your Internet service and leased modem up to the maximum credit amount. MEBB will continue through August 2022 or until the funds run out.

We'll continue to apply the applicable credits to your bill each month for the duration of the programs.

You can view your bill at any time here.

For more information on Xfinity's participation in ACP, click here.

We're so pleased to participate in the Affordable Connectivity Program and to offer you this opportunity for savings.

Thank you for choosing Xfinity.


ACP Error Messages

Important Information about your Application – Address Issue (Email Copy)




"Thank you for applying for the Affordable Connectivity Program through Xfinity.
Unfortunately, we could not completely process your application at this time.

Here’s why

Your application is currently under review with the National Verifier

and

At this time, the address that you’ve provided cannot be verified as being on federally-recognized Tribal Lands and we may need some additional information from you to move forward.

and

You may need to finish completing your eligibility with the National Verifier.

What you can do next

Please verify that you are not currently enrolled with another service provider. In order to enroll in the Affordable Connectivity Program with Xfinity, the information on your application with the National Verifier must match the information on your Xfinity account. To make corrections, you may need to submit additional documentation to the National Verifier and then re-apply through Xfinity.

Click below for more information and next steps.

[Click here for more information]"

Important Information about your Application – Phone Number Issue (Email Copy)




*"Thank you for applying for the Affordable Connectivity Program through Xfinity. Unfortunately, we could not completely process your application at this time.

Here’s why

The phone number that was submitted with your application to the National Verifier matches the phone number of another recipient of the ACP benefit. Only one benefit is available per household.

What you can do next

*Please verify that you are not currently enrolled with another service provider. In order to enroll in the Affordable Connectivity Program with Xfinity, the information on your application with the National Verifier must match the information on your Xfinity account. To make corrections, you may need to submit additional documentation to the National Verifier and then re-apply through Xfinity.

Click below for more information and next steps.

[Click here for more information]

Note: For a list of error messages that a customer may receive, see Affordable Connectivity Program Application Messages. To send the customer frequently asked questions about possible error messages, see Affordable Connectivity Program Error Messages FAQs.


*How Long Will the ACP Last?
The ACP will last for as long as the federal government provides funding which is expected to be for several years. Enrolled customers will be notified at least 30 days before the program ends. You will be eligible for an ACP credit for so long as you continue to qualify for the program and you may be required to periodically confirm your continued eligibility.

*All customers with the ACP credits are required to go through an annual recertification process. See more information on recertifying at ACP Eligibility Recertification Notifications.

*What Are the Steps To Enroll in the ACP Through Xfinity?
Customers can check their eligibility for the ACP and, if eligible, enroll through Xfinity by completing the application at xfinity.com/acp.

*Customers may also check their eligibility through the National Verifier:

*Get their National Verifier ID.
Enroll in ACP through Xfinity by completing the application at xfinity.com/acp.

FAQs
Talking points can be found at Affordable Connectivity Program Frequently Asked Questions.
Customers can find a list of frequently asked questions at xfinity.com/ACP.
To send a customer frequently asked question about error messages, see Affordable Connectivity Program Error Messages FAQs.
---------------------------------------------

*Affordable Connectivity Program
You may be eligible for up to $30/month towards your Internet and mobile services
As part of our ongoing commitment to keeping you connected, Xfinity is proud to participate in the Affordable Connectivity Program (ACP), which provides eligible households a credit of up to $30/month towards your Internet and mobile services. We're making it simple for both new and existing customers to apply this credit towards Xfinity Internet, Internet Essentials and Xfinity Mobile services.
How to apply
Am I eligible?

*What is the Affordable Connectivity Program?
ACP is a longer-term replacement for the Emergency Broadband Benefit, designed to help keep families connected to the Internet. Qualified households can receive a monthly credit of up to $30/month (up to $75/month for customers in Tribal lands) towards their Internet and mobile services.


*How to apply for this benefit
To apply for the ACP benefit, simply follow these steps below. Depending on your choice of Internet services, your steps will be different.


*If you have both Xfinity Internet and Xfinity Mobile services, the ACP benefit will first be applied to the Internet portion of your bill. Any remaining ACP benefit will be applied to Xfinity Mobile service.

*Am I eligible for this benefit?
To qualify, a member of your household must meet certain criteria. Qualifying criteria include a household member's qualification for the Lifeline program (such as Medicaid and SNAP), free and reduced-price school lunch program, or by your household income.
<Check eligibility now>
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tv isssue unverified

1762
*mr. comcast may i know if this is your first time activating the cable box?
*mr comcast, can you grab your remote control and try to change your channel?
*mr.comcast before i let you go can you pls help me check your remote control. ?
channels button, adjust the volume how about the power button.
*perfect. now you successfully activated your cable box. thank you so much for being my hands and eyes. i really appreciate it.
*once iagain before i end this call let me just have a recap of what weve just did. you called because you want to activate your account right? and we did trouble shooting right? and i was able to help you resolved this issue?
*thank you so much mr comcast for being our loyal customer. i trully appreciate it. before i let you go is there anything else that i can help you with?
*awesome. again thank you for calling comcast. my name is april. stay healthy and have a great day. bye.