Internet Essentials: Get Help

FREQUENTLY ASKED QUESTIONS

How can we help you?

Application Process

What if I need to provide a document for my application?

If a document has to be submitted for your application, please provide one (1) document from the list below:

MEDICAID: card or most recent eligibility letter for any member of your household.
Public housing assistance documentation such as your lease, housing assistance payment (HAP) contract, or eligibility documentation from HUD.
SNAP: letter indicating you are approved for Supplemental Nutrition Assistance Program benefits.
TANF: eligibility letter for Temporary Assistance for Needy Families.
SSI: eligibility letter for Supplemental Security Income.
NSLP/Head Start: copy of a letter indicating current participation in the National School Lunch Program or Head Start, with your child's name, the school name, and the address of where you are requesting service.
LIHEAP: letter confirming your eligibility for Low Income Home Energy Assistance Program.
WIC: eligibility letter for the Women, Infants, and Children program.
FEDERAL PELL GRANT: documentation from your institution’s financial aid office.
VA PENSION: veterans pension eligibility determination letter from the Veterans Administration.
Tribal assistance eligibility letter, including TTANF, FDPIR, etc.

If you need to upload documents for your existing application, click here.

How can I check the status of my application? I haven't heard back in a few days.

Am I eligible for Internet Essentials?

You may qualify if you:

Live in an area where Xfinity Internet service is available
Qualify for programs like the National School Lunch Program, housing assistance, Medicaid, SNAP, and others, or are enrolled or enrolling in the Affordable Connectivity Program (ACP) with Xfinity
Have not had Xfinity Internet within the last 90 days (unless enrolled in ACP with Xfinity)*
Have no outstanding debt to Xfinity that is less than one year old (unless enrolled in ACP with Xfinity)*

* The 90-day and outstanding debt eligibility requirements are also temporarily being waived through December 31, 2023, for new Xfinity Internet customers regardless of enrollment in ACP with Xfinity

Signing up is easy and fast from your mobile device, go to: https://www.xfinity.com/learn/internet-service/internet-essentials/apply

I heard that Internet Essentials is increasing speeds, how do I get faster speeds?

How can I apply for Internet Essentials?

There are two ways you can apply for Internet Essentials:

Faster: click here to submit your application online. It takes about ten minutes if you do not have to submit documents.
Fast: you can call our call center at 1-855-8-INTERNET(1-855-846-8376) during business hours and one of our agents will walk you through the easy application process. The whole process takes about 10 minutes if you do not have to submit documents.

Hours of operation are from 8 AM to Midnight (EST), seven days a week.

Would you like to use chat messenger to help answer your question?

What if the application can't find my address?

Start typing your address and select the matching address from the list that appears. If you can't find your address try typing it in a different way (try abbreviated version of St instead of spelling out Street for example).

If you haven't been able to find your address in the drop down list, please call 1-855-8-INTERNET (1-855-846-8376).

Hours of operation are from 8 AM to Midnight (EST), seven days a week.

address type ahead drop down for application

Do you have options to navigate the site for the hearing impaired?

I want to apply on the phone. How do I contact the call center?

What are accepted forms of identification for my application?

Customers who do not have a social security number or who do not want to provide their social security number may either show one (1) form of Primary Identification OR two (2) forms of Secondary Identification, or in some cases use their verified, opted-in mobile number to enter a one-time passcode.

Primary Identification:

Provide one (1) item from this list for proof of identification:

Current US or Canadian Driver's License or state photo ID card or expired photo Driver's License not more than five years from expiration date
Current US Passport or expired US Passport not more than five years from expiration date
Current Foreign Country Passport
Valid Resident Alien Card/Permanent Resident Card (INS Form I-551)
Certificate of US Citizenship (N-560 or N-561)
Certificate of US Naturalization (N550, N-570, or N-578)
Employment Authorization Document (INS Form I-688 or I-766)
Bureau of Indian Affairs Tribal ID card
Photo employment ID card issued by US Government agency
Current Welfare / Social Services photo ID card
Foreign National Identification card
Foreign Driver's license
Foreign Voter's Registration card
Foreign Military Identification card
Other government-issued identification document, including municipal ID
I-94 arrival/departure record card
Official documents that list the applicant as the parent of a child (e.g. birth certificate, adoption, school, church/baptismal certificate, insurance, legal, or medical record). This must contain the applicant's name.

Secondary Identification:

Provide two (2) items from this list for proof of identification:

Matricula Consular Card
Non-photo Driver's license
US Department of State Non-Immigrant Visa
Court document in applicant's name – must contain full name, DOB, court seal Examples: Marriage certificate, Divorce decree, Legal name change
Current weapons or gun permit with photo
Current school photo ID card
Medicaid card or most recent eligibility letter for any member of your household
Copy of utility bill in applicant's name is preferred
Voter Registration card
Current employment badge / photo ID
W-2 form
Selective Service Registration (Draft card)
Birth certificate
Mortgage coupons or notarized lease in applicant's name
Bank statement in applicant's name
Credit card in applicant's name
Individual Taxpayer Identification Number (ITIN)

For applicants that have opted-in to receive SMS notifications about their application, ID verification can be completed through a verified mobile number with a one time SMS pass code.

How can I make changes to my application?

I started an application and need to submit my documents. How do I upload documents online?

Here are the steps to upload documents online:

Go to: https://Apply.InternetEssentials.com/
Look at the blue bar for the title 'Upload Documents'
Type in your Application ID and Last Name to retrieve your application. Click Continue.
Select the Program that you are submitting documentation for and click the type of proof you need to upload. Click Add File, locate your document and click Open.
Follow steps above for additional documents to upload.
When done, check "I confirm that all of the information I've submitted is correct” and click Submit.

How can I send documents for my application?

There are four different ways you can submit documents:

Fastest: Click here to login to your existing application and upload documents online through your phone or computer
Faster: scan or take a photo of your documents and email them to: IEApplication@comcast.com
Fast: Send paper copies of your documents and signed application to: Comcast Internet Essentials, PO Box 397, Bridgeport, NJ 08014-9735
Slow: Fax paper copies of your documents and signed application to 1-888-294-7113. Make sure you include your application number on all documents.

Please make sure you include your application number with mailed or fax documents. Your submitted documents will not be returned to you.

How long does it take to get approved for Internet Essentials?

Applicants that go through an Expedited Review process (no documents required) should be approved instantly. Applicants that are not expedited (need to submit documentation) should be approved within 3 business days of the date that they submitted their signed application and supporting documentation. Customers can expect to be fully connected within 3-5 business days of their application approval date.

What if I am a customer and have questions about service and billing?

What if I tried to apply online but am having trouble submitting my application?

If you encounter the following issues when submitting an online application, please call 1-855-8-INTERNET (1-855-846-8376) for assistance from one of our agents if:

It says my address is invalid
I already have an existing application
I am unable to complete my application online
The web page freezes up / I got stuck on a page

Hours of operation are from 8 AM to Midnight (EST), seven days a week.

If I previously disconnected service with Internet Essentials, can I re-enter the program?

Yes, if you meet the program guidelines. You may qualify if you:

Live in an area where Xfinity Internet service is available
Qualify for programs like the National School Lunch Program, housing assistance, Medicaid, SNAP, and others, or are enrolled or enrolling in the Affordable Connectivity Program (ACP) with Xfinity
Have not had Xfinity Internet within the last 90 days (unless enrolled in ACP with Xfinity)*/li>
Have no outstanding debt to Xfinity that is less than one year old (unless enrolled in ACP with Xfinity)*

* The 90-day and outstanding debt eligibility requirements are also temporarily being waived through December 31, 2023, for new Xfinity Internet customers regardless of enrollment in ACP with Xfinity

* Due to the Coronavirus emergency, households with outstanding debt owed to Comcast may be eligible for Internet Essentials. We are waiving this qualification if you are approved by 06/30/22. After 06/30/22, standard eligibility rules apply.

If I have Xfinity TV and/or Xfinity Voice, but I don’t have Xfinity Internet, am I eligible for Internet Essentials?

Yes, you may qualify if you:

Live in an area where Xfinity Internet service is available
Qualify for programs like the National School Lunch Program, housing assistance, Medicaid, SNAP, and others, or are enrolled or enrolling in the Affordable Connectivity Program (ACP) with Xfinity
Have not had Xfinity Internet within the last 90 days (unless enrolled in ACP with Xfinity)*
Have no outstanding debt to Xfinity that is less than one year old (unless enrolled in ACP with Xfinity)*

* The 90-day and outstanding debt eligibility requirements are also temporarily being waived through December 31, 2023, for new Xfinity Internet customers regardless of enrollment in ACP with Xfinity

Do I need cable or phone service to qualify for Internet Essentials?

Account Help

What if I am a customer and have questions about service and billing?

I am an Internet Essentials customer and I heard that speeds increased, do I need to do anything?

What equipment is included with my service?

When you become an Internet Essentials customer your equipment package includes:

An xFi Wireless Gateway: this one piece of equipment combines a modem for service and wireless router to connect your devices to WiFi in your home
A power cord to power up your xFi Wireless Gateway
A coax cable to connect your xFi Gateway to the wall (for service)
A "Getting Started" Guide
An ethernet cable: used if you need to connect your devices (like a desktop computer) to your Gateway (if you don't want to or can't connect through WiFi)
an Xfinity envelope containing the Comcast Customer Privacy Notice and Agreement for Residential Services

How do I pay my bill?

I'm moving, how do I transfer my service to a new location?

Moving your service to a new address is easy! You have three options to transfer your service:

You can access the online move tool through the Xfinity My Account app. Click here for Apple devices or click here for Google Play store.
You can log on to My Account on Xfinity.com.
You can call 1-855-8-INTERNET (1-855-846-8376)

Hours of operation are from 8 AM to Midnight (EST), seven days a week.

Would you like to use chat messenger to help answer your question?

How does the Xfinity Internet Data Usage Plan work?

How do I change my password?

How can I make changes to my account?

Where can I find an Xfinity store?

What are the specifications of the computer?

How do I order a low-cost computer for $149.99 plus tax?

What if I want to disconnect my Internet Essentials service?

We are sorry to see you go, please let us know if there is anything we can do to help keep you connected. You can cancel your service by clicking here.

Please remember that you will also need to return your equipment or you will be billed for the full cost of your device. You will not be able to sign up for Internet Essentials within one year until this happens. Sending your device back ensures that other households just like you can benefit from having the Internet at home. Thank you.

What are the hours of operation for customer service?

Technical Support

How do I get my equipment?

What's included in my Getting Started Kit?

Each Getting Started Kit comes with everything you need to quickly and easily install and activate your Internet service yourself.

Your Getting Started Kit will include:

An Xfinity envelope containing the Comcast Customer Privacy Notice and Agreement for Residential Services
A Getting Started Guide
An xFi Wireless Gateway
- Your Wireless Gateway combines the technology of a modem and router neatly in one piece of equipment, so you can enjoy in-home WiFi. You will not need to use a separate router to get WiFi in your home.
A coax cable
An Ethernet cable (only needed if you are not connecting with WiFi)
A power cord

Learn more about your Getting Started Kit here.

How do I set up my equipment?

How do I self install Xfinity Internet and Voice?

How do I connect devices to my home WiFi network with the Xfinity Wireless Gateway?

Can you tell me more about the Xfinity Wifi App?

How many computers am I able to purchase?

Can I pay for the computer on my Comcast bill?

Having issues verifying your account while trying to purchase a Dell computer?

Please verify you are entering the correct account number. To confirm your account number, use the link here, log in, and click on in Xfinity account details in the top right corner of the pager. You can find your account number in your account details.

(Please note that there might be a delay of approximately 24 hours between application approval and account number generation if you are a new customer.)

How do I check on the order status of my low-cost computers?

Why was my low-cost computer order canceled?

Did you order a computer prior to May 4th, 2021 and have questions about your device?

If you purchased a computer prior to May 4th, 2021, your device was supplied by CDI. All CDI computers come with a 90-day hardware warranty and free tech support for 90 days. Unfortunately since the 90 day period has ended, the warranty is expired and you will need to take your computer to a local repair shop that can help you repair your device.

We now offer new subsidized laptops through a partnership with Dell. If you are interested in purchasing a new low-cost computer, please visit https://www.xfinity.com/learn/internet-service/internet-essentials/low-cost-computer for more details.

How do I sign up to receive the Affordable Connectivity Program?

My school pays for my Internet Essentials service. Can I still sign up for the Affordable Connectivity Program?

To enroll in ACP to utilize the up to $30/month subsidy you will need to leave your Internet Essentials Partnership Program sponsorship and then apply for ACP. To do this you will need to call 1-855-8-INTERNET (1-855-846-8376) and let the Account Executive know that you want to leave your sponsorship and enroll in ACP. The agent will take the necessary steps to remove you from the sponsorship and can walk you through the ACP enrollment process.

XFinity Wifi Hotspots

What are Xfinity WiFi hotspots?

What is the availability of Xfinity WiFi hotspots?

How do I connect to Xfinity WiFi hotspots?

How do I set up my Xfinity username and password?

What if I forgot my Xfinity username or password?

Who should I contact with Xfinity WiFi-related questions or troubleshooting?

How do I find more information about Xfinity WiFi?

Common Questions

Do you have a chat option for those that are hearing impaired?

Is your site compatible with screen readers?

Do you have print materials available in Braille?

What are some common screen reader hotkeys for website navigation?

What resources does Xfinity have for users with disabilities?

See terms and conditions at https://www.xfinity.com/learn/internet-service/internet-essentials/terms-and-conditions