Notes

Frequently asked questions

What is the Affordable Connectivity Program (ACP)?


How long will ACP Last?

The Program 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.

Who is eligible for ACP?

A household is eligible if the entire household income is at or below twice the federal poverty level (for example, $60,000/year for a family of four, $29,160/year for an individual) or if any member of the household meets at least one of the following criteria:


• Participates in certain government assistance programs, such as:
o SNAP (formerly known as Food Stamps)
o Medicaid
o Federal Public Housing Assistance (FPHA) (including Housing Choice Voucher (HCV) Program (Section 8 Vouchers), Project-Based Rental Assistance (PBRA)/202/811, Public Housing, and Affordable Housing Programs for American Indians, Alaska Natives or Native Hawaiians) Supplemental Security Income (SSI)
o Special Supplemental Nutrition Program for Women, Infants, and Children (WIC)
o Lifeline
o Veterans and Survivors Pension Benefit
o Tribal Assistance Programs such as Bureau of Indian Affairs General Assistance, Head Start (only households meeting the income qualifying standard), Tribal Temporary Assistance for Needy Families (Tribal TANF), or Food Distribution Program on Indian Reservations
• 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 in the current award year


In order to confirm your eligibility for ACP, we will have to share certain qualifying information about you with the Federal Government



What does ACP cover?

ACP applies to monthly charges for Xfinity Internet service, including unlimited data plans, 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 towards 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 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 services.


What if I’m interested in Xfinity Prepaid Internet with ACP?

Xfinity Prepaid Internet lets you pay for Internet by the month, just $45 for 30 days. You may only apply the ACP benefits to the 30 day Prepaid Internet service. To use ACP benefits with Xfinity Prepaid Internet, follow a few simple steps:



1. Get approved

Complete the National Verifier form to see if you qualify for ACP and get your unique National Verifier ID



2. Sign up

Sign up for Xfinity Prepaid Internet in person at an Xfinity Store or online at xfinityprepaid.com



3. Complete enrollment

Have your National Verifier ID ready and call 844-963-0288 to complete Xfinity ACP enrollment through Xfinity to save on your next bill.



Once successfully enrolled, your ACP benefit will be issued by account credit or refund after the applicable 30-day period covered by the refill. For cash purchases, the refund will be issued by check. For card purchases, the refund will be issued as a refund to the card used for purchase.



Note that if you have Xfinity Prepaid Internet and choose not to refill for the next month, you will be de-enrolled from ACP.


When will the ACP credit appear on my bill?

Once you receive confirmation of your enrollment, you could see the ACP credit on your very next bill. However, depending on when you enroll, the credit may not appear until your second bill after enrollment.

What if my Internet bill is less than my ACP credit?

The ACP credit will never be higher than the monthly cost for your Xfinity Internet and/or Mobile services, and leased Xfinity Internet equipment. If you have Xfinity Mobile service, any remaining ACP benefit will be automatically applied to your Xfinity Mobile data usage and/or service fees.

Are there any Xfinity Internet or mobile services that are NOT eligible for ACP?

The ACP credit cannot be used for internet data overage charges, 7-day refills or purchase of the modem for Xfinity Prepaid Internet service, Xfinity Mobile device payments, Xfinity Mobile Protection Plan, taxes and fees, or 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 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 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 ACP can enroll in ACP and apply their credit toward their Xfinity Mobile service.



How can I apply my ACP credit toward my Xfinity Mobile bill?

Once you’re connected to Internet service and enrolled in ACP through Xfinity, no further action is required to apply any remaining credit to your Xfinity Mobile service. The ACP credit will be applied first toward your Internet service and leased Internet equipment.



Then, if any portion of the ACP credit remains, it will be automatically applied to your Xfinity Mobile data usage and/or service fees and will be reflected on your Xfinity Mobile bill.


What if I subscribe to other services? Can I put the $30/month credit toward my bundled services?

The ACP credit of up to $30/month ($75/month in Tribal lands) can only be applied to the Internet and mobile services portion of your bundled Xfinity services. You are still responsible in full for any portion of your bill not covered by ACP.

I no longer wish to receive the ACP credit through Xfinity. Am I able to unenroll?

To unenroll from your ACP credit, please call 844-389-4681.

Is there anything that would cause Xfinity to de-enroll me from ACP?

You may be de-enrolled from ACP through Xfinity for various reasons, including the following:



• If you no longer meet the eligibility requirements of ACP.
• If you notify another service provider that you wish to transfer your ACP benefit to them from Xfinity.
• If you request to be de-enrolled from ACP through Xfinity.
• If the monthly cost of your Internet service is entirely covered by the ACP benefit and you have not used the service at least once in the past 30 days.
• If you are an Xfinity Prepaid Internet customer and you do not refill your 30-day service within the required time period.



Why am I being asked to recertify my eligibility for ACP?

Each year, the Universal Service Administrative Company (USAC) must confirm your continued eligibility for the ACP benefit. If USAC is unable to confirm your continued eligibility through its automated database, you will be contacted with next steps on what you must do to recertify your ACP eligibility. If you do not recertify within the time period provided by USAC, you will be removed from ACP, lose your ACP credit, and be responsible for the full cost of your Internet service.


You can learn more about USAC's ACP recertification process here. You can also contact USAC's ACP Support Center by emailing [email protected] or calling (877) 384-2575.


What is Internet Essentials?

Internet Essentials provides affordable home Internet for qualifying households ($9.95/mo for up to 50 Mbps, or $29.95/mo for up to 100 Mbps) — as well as low-cost computers, free WiFi hotspots, and free Internet training.



Get started with a few simple steps: https://www.internetessentials.com/apply



You could get your Internet service for free when you qualify for and enroll in ACP and Internet Essentials or Internet Essentials Plus. Learn more at https://www.xfinity.com/free


Is Comcast participating in the device subsidy portion of ACP?

At this time, we are not participating in the device subsidy program associated with ACP. Our focus is to provide broadband connectivity across all tiers of Internet service for as many eligible customers as possible. Our low-cost computer program through Internet Essentials is still available to new IE customers.

I am on a promotion for my Xfinity Internet service. Does my promotion still apply?

Yes, if your Xfinity services are on a promotional rate at the time you enroll in ACP, your promotional rate will continue to apply. If your promotion ends while you are on ACP and your Internet service rolls to a higher monthly rate, your monthly ACP credit will increase accordingly up to $30/month ($75/month in Tribal lands).

If I am receiving the ACP credit and change Internet tiers, does this benefit still apply?

Yes, you can change your Internet services to any eligible tier and still retain the ACP credit up to $30/month ($75/month in Tribal lands), however, if your new Internet charges exceed the ACP benefit you will be responsible for payment.

I need to cancel my service, but I have a contract which includes early termination fees. Do early termination fees apply?

If you are on a term contract while you are enrolled in ACP, you will not be charged any applicable Early Termination Fee (ETF) for the Xfinity Internet portion of your services for the duration of the applicable term.

Can I transfer my ACP credit to another person or household?

ACP credits are nontransferable. The ACP credit is limited to one per household.

If I move while receiving the ACP credit, what happens?

Moving does not change your eligibility to receive ACP. However, you may need to re-enroll in ACP through Xfinity at your new address. If you move into an area not serviceable by Xfinity, you should check with your new Internet service provider to find out if they are also a participating provider in ACP and how to enroll.

Can my ACP credit be transferred between Service Providers?

The benefit is limited to one per household and can only be applied to one provider at a time. You may choose to transfer your ACP benefit to another participating provider; however, you may only transfer once per service month with limited exceptions. You can obtain broadband service subsidized by ACP from any participating provider of your choice.

What happens at the end of ACP?

If you choose to continue with your current level of Internet and/or mobile services once the Program ends or if you are no longer eligible, you will be responsible for payment at the full and current rates, terms and conditions. You can always choose to cancel your service by calling 1-800-xfinity.

When signing up for Xfinity services using ACP, why might I be asked to do a credit check?

No credit check is required when signing up only for Xfinity Internet with ACP. However, if you're subscribing to other Xfinity services in addition to Xfinity Internet, we may need to gather a little more information through a credit check to ensure you're all set to make payments on those services that are not supported by ACP (TV, Home Phone, or Home Security). A credit check may also be required if you're adding Xfinity Mobile and have three or more mobile devices in your cart or you're financing a device through a monthly payment plan. We'll always ask your permission first. If we need to gather this information, you'll be prompted at checkout to perform a credit check. Your credit score won't be affected.