Notes

Self-Service Options and Corresponding Customer-Facing Articles – Xfinity Mobile
Summary
Learn more about the ways customers can manage account functions using self-service options.
Quick Links
Overview
Available Self-Service Options
Activity Tab
Billing Tab
Devices Tab
Settings Tab
Self Service Options Not Available
Collapse All Sections
Overview
Learn about the actions customers that can take on their own through the My Account section of xfinitymobile.com, the Xfinity Mobile app or the eIVR.

Note: Xfinity Assistant (XA), available via the Xfinity Mobile app and xfinitymobile.com, is a virtual assistant that uses Natural Language Processing to provide customers with the best information based on their input. Through XA, requests can be automated without the need for agent interaction. If agent interaction is needed, XA can transfer the customer to a chat agent.

Also, check out the links to articles on the Xfinity Mobile website that customers can reference.

The self-service actions outlined below are listed according to the tab in My Account through which they are performed.


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Available Self-Service Options
Self-service options include Activity, Billing, Devices and Settings tabs. Click a tab to see:

The list of actions for each option.
The action's description.
If it's on the My Account website/app or eIVR.
The customer article link.
Activity Tab
Tab Action Description Website My Account App My Account eIVR Customer-Facing Article Link
Activity Tab Add a Line Customers can add additional lines, if eligible. Yes Yes No xfinity.com/mobile/support/article/how-to-add-a-line
Terminal Return or Exchange (Buyer's Remorse) The ability to process a phone terminal return or process a phone exchange during the 14-day return and exchange period (or buyer’s remorse period) Yes No No xfinity.com/mobile/support/article/returns-and-exchanges
View Current Activity Shows current data usage this month, in a chart illustrating the past six months Yes Yes No xfinity.com/mobile/support/article/how-to-track-data-usage-by-the-gig
View Full Account Number Customer can view their full account number after selecting a specific MDN from the Activity Page Yes No No N/A
View Past Usage Shows past data usage over the past six months, with specific GBs used Yes Yes No xfinity.com/mobile/support/article/how-to-track-data-usage-by-the-gig
Add Line Pass: Mexico and Canada Call Pass Ability to add "Mexico and Canada Calling" Pass to the line Yes Yes No xfinity.com/mobile/support/article/call-pass-mexico-canada
Switch Plans Ability to switch between By the Gig and Unlimited Yes Yes No xfinity.com/mobile/support/article/how-to-switch-data-options
View Billing Takes the customer to the main Billing Tab, with Next Payment Amount, Current Cycle Target and Past Bills Paid Yes Yes No xfinity.com/mobile/support/article/xfinity-mobile-account-payments-statements

xfinity.com/mobile/support/article/charges-on-account-statement

Data Saver Ability to turn on or off data saver, only shows when user has By the Gig plan selected Yes Yes No xfinity.com/mobile/support/article/data-saver

Billing Tab
Tab Action Description Website My Account App My Account eIVR Customer-Facing Article Link
Billing Tab View Details – Next Payment
Provides a breakdown of the next bill to be charged to card on file

Yes Yes No xfinity.com/mobile/support/article/xfinity-mobile-account-payments-statements
Retry Payment
Ability to retry a payment when the initial payment capture failed.

Yes Yes Yes xfinity.com/mobile/support/article/missing-bill-payment
Make a One-Time Payment
Gives the customer the ability to make a one-time payment toward their upcoming bill prior to the bill charge date

Yes Yes No xfinity.com/mobile/support/article/scheduling-payments
Pay Past Due – Hotline
Ability to make a payment, bringing the account in good standing and come out of a hotline status

Yes Yes No xfinity.com/mobile/support/article/why-calls-are-not-going-through

xfinity.com/mobile/support/article/missing-bill-payment
View Full Account Number
Ability to view full account number at the bottom of the "Next Payment" invoice, current cycle page, and any payment invoice.

Yes Yes No N/A
Show Last Four of Current Card on File
Shows the last four digits of the credit card on file

Yes Yes No N/A
Update Payment Method
Ability to update the credit card on file for the account

Yes Yes No xfinity.com/mobile/support/article/update-payment-information
View Current Cycle
Shows target bill for the cycle the customer is currently in based on their current usage.

Yes Yes Yes (Provide Next Bill Due Date and Amount) xfinity.com/mobile/support/article/when-is-card-charged-for-bill
View Calls and Text Messages
Ability to view the calls, text and multimedia messages sent and received on individual lines – including the date, time and length of call information

Doesn't allow customer to view the content of the text and multimedia messages

Yes Yes No xfinity.com/mobile/support/article/view-minutes-and-message-usage
View Past Bills
Allows customers to view all past invoices, that include breakdown of charges, date payment was captured, and shows the card that was charged

Yes Yes No xfinity.com/mobile/support/article/charges-on-account-statement

xfinity.com/mobile/support/article/how-to-pay-xfinity-mobile-bill

xfinity.com/mobile/support/article/xfinity-mobile-account-payments-statements
View Pending Orders
Ability to view an order that hasn't yet shipped and/or is pending delivery and activation still

Yes Yes Yes (Check Order Status) xfinity.com/mobile/support/article/shipping-and-tracking-order
View Past Orders
View past order invoices for previous device and accessory purchases

Shows item purchased, address delivered to, payment amount, payment method, order placement date, shipment date and delivery date

Yes Yes No N/A

Devices Tab
Tab Action Description Website My Account App My Account eIVR Customer-Facing Article Link
Device Tab Activate a Device Ability to activate a new device on the Xfinity Mobile network Yes Yes No xfinity.com/mobile/support/article/how-to-activate-phone
View Device and IMEI Ability to view the IMEI of record in the biller with a product description and picture of the device SKU Yes Yes No N/A
View and Change Device Nickname Ability to view and change the nickname associated with the line Yes Yes No xfinity.com/mobile/support/article/how-to-use-phone-finder
Device Balance Ability to view the amount left to pay off on the device, with a breakdown of the number of payments made, left to date and monthly reoccurring charge Yes Yes No xfinity.com/mobile/support/article/managing-device-payments
Manage Device: Make a Payment Ability to make a payment towards the remaining balance left on the customer's device Yes Yes No xfinity.com/mobile/support/article/managing-device-payments
Manage Device: Replace Your Device Customer can perform an NDEL order from the Devices page Yes Yes No xfinity.com/mobile/support/article/how-to-upgrade-replace-device
Damaged, Lost, Stolen "Get Help" If a customer has XMPP on that specific device, this section will link the customer to Assurant's website to file a claim or track the status of their claim. If the customer does not have XMPP, they will find links to our support articles or be able to purchase a new device. Yes Yes No xfinity.com/mobile/support/article/lost-or-stolen-phone

xfinity.com/mobile/support/article/replace-defective-device
International Rate Search Ability to search the international dialing and roaming rates Yes Yes No xfinity.com/mobile/support/article/included-features-xfinity-mobile-service

xfinity.com/mobile/support/article/call-pass-mexico-canada

xfinity.com/mobile/support/article/traveling-internationally

xfinity.com/mobile/support/article/manage-international-settings

xfinity.com/mobile/support/article/frequently-asked-questions
Temporary Suspension Ability to suspend a line for 14 days, customers will still be billed Yes Yes No xfinity.com/mobile/support/article/temporary-service-suspension
Receive a Security PIN Allows a customer to receive a Security PIN Yes No No xfinity.com/mobile/support/article/transfer-number-to-another-carrier

Settings Tab
Tab Action Description Website My Account App My Account eIVR Customer-Facing Article Link
Settings Tab View Account Information Includes account holder name, full account number, primary "SMS" number listed on the account and primary email Yes Yes No xfinity.com/mobile/support/article/update-contact-information
Edit Contact Information
Ability to update the "Preferred SMS Contact Number" and "Preferred Contact Email"


Includes a link to edit the core Xfinity account information on another site

Yes Yes No xfinity.com/mobile/support/article/update-contact-information
View or Update the Payment Method View payment method information, including showing the last four of the card on file and ability to update the one card on file Yes Yes No xfinity.com/mobile/support/article/update-payment-information
Manage Marketing Preferences – Do Not Lists Self-serve link to manage the marketing email communication preferences Yes Yes No xfinity.com/support/articles/manage-communication-and-advertising-settings
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Self Service Options Not Available
These actions are not available through self-service options:

Early upgrade
Device unlock
Enabling international roaming for travel outside of North America
Long-term military suspension
Deferred porting
Ceasing a line without a port-out initiated
Adding Xfinity Mobile Protection Plan (XMPP) within the 30-day period
Canceling XMPP
Updating the account address (post-move)



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Affordable Connectivity Program (ACP) Overview
Summary
Learn about the ACP, including eligibility, benefits and customer notifications.
Quick Links
Overview
What Is the ACP?
Effective Date
When Did the ACP Become Effective?
Benefits
What Is the ACP Benefit?
Availability Details
Where Is the ACP Available?
Eligibility
Who Is Eligible for the ACP?
Covered Services
What Does the ACP Cover?
Are There Any Xfinity Internet or Mobile Services That Are Not Eligible for the ACP?
Customer Notification
How Is the Customer Notified About Their Application Status?
Talking Points
How Long Will the ACP Last?
What Are the Steps To Enroll in the ACP Through Xfinity?
FAQs
Collapse All Sections
Overview
What Is the ACP?
The ACP is a federal government program designed to help households connect to internet and mobile services. 

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Effective Date
When Did the ACP Become Effective?
Dec. 31, 2021

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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.

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Talking Points
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.


X1 Features and Benefits Talking Points
Summary
Learn more about the general and application-specific talking points for Xfinity X1 that you can share with customers.
Quick Links
Overview
Frequently Asked Questions
General FAQS
Application FAQs
Media Inquiries
Collapse All Sections
Overview
This article includes national talking points for Xfinity X1.

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Frequently Asked Questions
General FAQS
What is Xfinity X1?
Xfinity X1 is a next-generation guide experience that makes it easy to navigate and discover Comcast's endless library of content. It includes:

An exciting advanced digital entertainment guide.
Leading edge, easy-to-use navigation, search and discovery.
Content integrated from many sources — live TV, Xfinity On Demand, DVR, our library of online content and integrated apps.

What are the benefits of X1?
Its robust TV guide makes it easier than ever to find, watch and share the shows and movies you want. With X1, you get sleek graphics with network logos and movie poster art, easy navigation and simple search across live TV, Xfinity On Demand and your DVR. Plus, get access to top social sites and apps like Netflix, Peacock, Disney+, Hulu, HBO Max, Pandora, Prime Video, sports and weather — all together, right on your TV box.

Will I still have AnyRoom DVR with X1?
Yes, X1 AnyRoom DVR is available with X1. See the product overview for X1 AnyRoom DVR for more information and launch schedules.

Can I get X1 without a DVR?
Yes, X1 is available with a Non-DVR TV Box.

How does X1 compare with television (or CE) devices that have applications available?
X1 apps are easier to access and are specially designed to take advantage of your cable service — not just your TV and Internet connection:

X1 apps are easier to access because you control them with your cable remote control. There is no need to switch to your TV remote.
X1 apps are integrated with your cable service so you can watch more high-quality video.
With X1 you have access to real-time and connected experiences for weather, sports, Netflix, Peacock, HBO Max, Hulu, Prime Video, Disney+ and more without the need for a connected television. It is all in the box!

My TV has apps. Is there something better about what I will get with X1?
X1 apps are easier to access and are specially designed to take advantage of your cable service — not just your TV and Internet connection:

X1 apps are easier to access because you control them with your cable remote control. There is no need to switch to your TV remote.
X1 apps are integrated with your cable service so you can watch more high-quality video.
With X1 you have access to real-time and connected experiences for weather, sports, Netflix, Peacock, HBO Max, Hulu, Prime Video, Disney+ and more without the need for a connected television. It is all in the box!

What are some of the advantages of apps on X1?

Unified application experience.
One experience to navigate through.
Never miss your Xfinity — from live TV, Xfinity On Demand, DVR and Extras, watch your program and catch up while accessing weather and sports in X1.
With the integrated X1 experience, you can access applications without having to switch source on your receiver/television. It is all available through X1.
An Internet-connected Smart TV is not required. Don't have a television set with apps? With X1 you have access to real-time and connected experiences for weather, sports, Netflix, Peacock, HBO Max, Hulu, Prime Video, Disney+ and more without the need for a Smart television. It is all in the box!

Is X1 compatible with Xfinity Home and Wireless Gateways?
Yes, X1 is compatible with these.

Can I change the screen saver?
Yes, there are several options available in Settings.

Why does my X1 box restart on a daily basis?
X1 is a cloud-based technology that allows us to develop and release new features on a weekly basis. The daily restart ensures that your device has the latest and greatest firmware and software updates. Learn how to change the Daily Update Time for your X1 TV box by visiting Changing the Daily Update Time for Your X1 TV Boxes.

Application FAQs
What apps are currently available on X1?
Learn more about the applications that are available on your X1 TV Box.

Are all X1 apps available on all X1 TV Boxes?
X1 Internet apps are not available with the RNG150N, and some apps are unavailable on Pace and Arris XG1v1, Samsung XG2 and Pace Xi3TV Boxes. Find out more about X1 application availability .Check the apps individual article for more information. Find out more about X1 application availability.

Do my Parental Control settings apply to Extras?
Yes. You can choose to disable the ability to view content from the Internet in the Parental Controls section in Settings.

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Media Inquiries
Please follow local market procedures when handling media inquiries and review our press policy.


Xfinity App Overview
Summary
The Xfinity app is the destination for our Xfinity customers to get the most from their service.
Quick Links
Overview
Effective Date
Benefits
Account Management
Resources and Support
Availability Details
Equipment Requirements
Apple
Android
Eligibility
In-Home Network Management Features for Xfinity Internet Customers With Owned Modems or Non-xFi Gateways
In-Home Network Management Features for Xfinity Internet Customers With xFi Gateways
Xfinity App Features for Managed WiFi Customers
Collapse All Sections
Overview
The Xfinity app is the destination for Xfinity customers to manage their accounts and get the most from their service.

Xfinity Internet customers have a digital experience to set up and activate their service. And, once they’re set up, the Xfinity app has everything they need to improve their home network with tools like the internet speed test, troubleshooting with the Xfinity Assistant and 24/7 real-time support.




When paired with the xFi Gateway, the Xfinity app also gives xFi customers access to the exclusive features they know and love:

The ability to see and be alerted to who’s connected.
Pause devices.
Set parental controls for safe browsing.
Protect their network from cyber threats with Advanced Security.
Enjoy account management and smart home integration straight from the app.

Xfinity TV/Voice only customers and internet customers who lease an Xfinity Wireless Gateway (XB2) or Xfinity xFi Gateway (XB3 and higher) with Bridge Mode enabled have access to a version of the app with limited features to manage account and access resources and support.

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Effective Date
Sept. 30, 2020

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Benefits
At this time, the Xfinity app offers Xfinity TV, Voice, Mobile and Internet users (including users who have enabled Bridge Mode on their gateway) access to:


Account Management
Manage billing and make payments.
Manage identity and view account details.
Manage account security and update password.
Manage appointments and find Xfinity Store locations in your areas.
Manage plan, see Internet Usage Meter, and access offers to make changes.
View details about Xfinity Mobile bills, including:
Balance.
Billing cycle statement.
Automatic payments information.
Transaction history.
Ways to make or schedule a payment.

Resources and Support
Learn about Comcast’s privacy policies.
View our disclosures on “Do Not Sell My Info.”
Submit feedback on the Xfinity app.
Explore Help and Support forums.
Chat with Xfinity Assistant.
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Availability Details
National

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Equipment Requirements
Apple
Apple smartphones with iOS 14 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 app at this time.

Android
Android devices running Android 7.1 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 Xfinity customers (excludes Prepaid Internet).

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In-Home Network Management Features for Xfinity Internet Customers With Owned Modems or Non-xFi Gateways
Customers can:

View the online/offline status of a modem.
Restart the modem.
Run a speed test.
View Xfinity video devices on an account.
Troubleshoot Xfinity video devices and check on service-impacting outages.
Find nearby hotspots with the interactive map.

Notes:

Due to a timeout issue, some devices might show Device Status: Unknown.
Swiping down to refresh the app might help fix the unknown status.
Non-xFi gateways with Bridge Mode enabled won’t have access to in-home network management features.
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In-Home Network Management Features for Xfinity Internet Customers With xFi Gateways
Activate an xFi Gateway or xFi Pods.
View and customize wireless gateway settings, including:
Network settings.
WiFi network name (SSID).
WiFi network key (password).
Parental Controls.
The public Xfinity WiFi hotspot setting (turn it on or off).
Restart the xFi Gateway.
Enable/disable Advanced Security.
Run speed tests.
View network activity notifications.
Add and control Smart Home Devices such as lights and thermostats.
View devices connected to your WiFi network.
Pause/Unpause profiles or devices connected to your WiFi network.
Create/Manage xFi profiles.
24/7 Video Recording and live camera feeds.
Two-way audio for compatible Xfinity Cameras and Xfinity Video Doorbell.
Link and control Works with Xfinity devices (Xfinity Home or Self Protection required).
Locate Xfinity WiFi hotspots by address or by using interactive map.

Note: Non-xFi gateways with Bridge Mode enabled won’t have access to in-home network management features.

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Xfinity App Features for Managed WiFi Customers
Customers at Managed WiFi properties are offered a unique Xfinity app experience that allows them to view their WiFi details (SSID and password), view their connected devices, find answers to FAQs and view billing and plan information.

For more details on the available features, see Xfinity App Features for Managed WiFi Customers.

For call handling support, see Xfinity App Call Handling for Managed WiFi.