Frequently asked questions
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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.

Call 1-855-8-INTERNET (1-855-846-8376) if you need to make the following changes to your account:

 

  • Move your Internet Essentials service to a different address
  • Change name, address, email and / or phone number
  • Cancel your current Internet Essentials service
  • Restore / reconnect Internet Essentials service
  • Add phone, video and / or home security service
  • Remove phone, video and / or home security service

 

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

 

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.
  • 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: (Colorado and Illinois only) documentation from your community college’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 application, click here.


Call 1-855-8-INTERNET (1-855-846-8376) if you need to make the following changes to your account:

 

  • Change name, address, email and / or phone number
  • Move Internet Essentials service to a different address
  • Cancel your current Internet Essentials service
  • Restore / reconnect Internet Essentials service
  • Add phone, video and / or home security service
  • Remove phone, video and / or home security service 

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

 

Please call 1-855-8-INTERNET (1-855-846-8376) for assistance from one of our agents if:

  • It says your address is invalid
  • You already have an existing application
  • The web page freezes up / you get stuck on a page

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

 

If you need to make changes to an existing application please call 1-855-8-INTERNET (1-855-846-8376).

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

 If we haven't been able to answer your question in Get Help, please fill out the Contact Us form or call 1-855-8-INTERNET (1-855-846-8376).

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

Select from the following options to pay your bill:

Here are the steps to upload documents online:
  • Go to: https://Apply.InternetEssentials.com/
  • Look under the title: Let's Get Started!
  • Select "upload documents"
  • Type in your Phone # and Last Name or Application ID and Last Name to retrieve your application. Click Submit.
  • 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.

Call 1-855-8-INTERNET (1-855-846-8376) if you need further assistance.

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

 

To retrieve your Xfinity username or reset your password, visit: https://www.Xfinity.com/password.

Application
Application Process

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.
  • 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: (Colorado and Illinois only) documentation from your community college’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 application, click here.


You can start your application online at: https://Apply.InternetEssentials.com/ in English or https://Aplicar.InternetEssentials.com/ in Spanish
You can also call 1-855-8-INTERNET (1-855-846-8376) to confirm eligibility and apply.
Customers who do not have a social security number or who do not want to provide their social security number must provide one (1) form of Primary Identification OR two (2) forms of Secondary Identification:
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
  • Current photo US Military ID/Merchant Marine card
  • Current photo US Military Dependent ID card
  • 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
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
  • Social Security card
  • 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
  • Medicare/Medicaid card
  • 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"
If you need to make changes to an existing application please call 1-855-8-INTERNET (1-855-846-8376).

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

Here are the steps to upload documents online:
  • Go to: https://Apply.InternetEssentials.com/
  • Look under the title 'Let's Get Started!'
  • Select "upload documents"
  • Type in your Phone # and Last Name or Application ID and Last Name to retrieve your application. Click Submit.
  • 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.

Call 1-855-8-INTERNET (1-855-846-8376) if you need further assistance.

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

 

Please send the signed application and copies of your proof of eligibility by mail, email, fax or the Document Upload option on our website:

  • Mail: Comcast Internet Essentials, PO Box 397, Bridgeport, NJ 08014-9735
  • Email: Scan or photograph your documents and send them in one email to IEApplication@comcast.com
  • Fax: 1-888-294-7113
  • Online: Visit https://Apply.InternetEssentials.com and click "Document Upload" on the homepage to upload your documentation online.

Applicants that are auto-approved (no documents required) should be approved within approximately 5 business days of their application date.
Applicants that are not auto-approved (need to submit documentation) should be approved within 7-10 business days of the date that they submitted their signed application and supporting documentation.

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
  • 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 we haven't been able to answer your question in Get Help, please fill out the Contact Us form or call 1-855-8-INTERNET (1-855-846-8376).

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

My Account
Account Help

Call 1-855-8-INTERNET (1-855-846-8376) if you need to make the following changes to your account:

 

  • Move Internet Essentials service to a different address
  • Change name, address, email and / or phone number
  • Cancel your current Internet Essentials service
  • Restore / reconnect Internet Essentials service
  • Add phone, video and / or home security service
  • Remove phone, video and / or home security service

 

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

 

Select from the following options to pay your bill:

 

If you need to change passwords to your account click on the links below:

 

 

Call 1-855-8-INTERNET (1-855-846-8376) if you need to make the following changes to your account:

 

  • Change name, address, email and / or phone number
  • Move Internet Essentials service to a different address
  • Cancel your current Internet Essentials service
  • Restore / reconnect Internet Essentials service
  • Add phone, video and / or home security service
  • Remove phone, video and / or home security service 

 

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

 

Click here for Xfinity store locations and hours.

 

To order a low-cost laptop or desktop computer, call our vendor partner, CDI, at (1-888-710-4156), or you can order online here. You do not need a discount code when buying a computer for $149.99 plus tax.

The Terabyte Internet Data Usage Plan is a new data usage plan for Xfinity Internet service that provides you with a terabyte (1 TB or 1024 GB) of Internet data usage each month as part of your monthly service. If you choose to use more than 1 TB in a month, we will automatically add blocks of 50 GB to your account for an additional fee of $10 each. Your charges, however, will not exceed $200 each month, no matter how much you use. And, we're offering you two courtesy months, so you will not be billed the first two times you exceed a terabyte. This data plan is based on a principle of fairness. Those who use more Internet data pay more. And those who use less Internet data pay less.
 
It is important to know that only a very small percentage of customers use more than 1 TB of data in a month and would be impacted by this plan, so they can continue to stream, surf, and download without worry. To see your actual usage, sign in to My Account at: https://www.xfinity.com/mobile/my-account.
 
For customers who use a terabyte or more in a month, we also offer an Unlimited Data Option. The Unlimited Data Option costs an additional fee of $50 per calendar month. The fee is independent of actual data usage. The Terabyte Internet Data Usage Plan will not apply to customers who enroll in the Unlimited Data Option.

 

Xfinity Internet customers in the following locations have the Terabyte Internet Data Usage Plan:

  • Alabama
  • Arizona
  • Arkansas
  • California
  • Colorado
  • Florida
  • Georgia
  • Idaho
  • Illinois
  • Indiana
  • Kansas
  • Kentucky
  • Louisiana
  • Michigan
  • Minnesota
  • Mississippi
  • Missouri
  • New Mexico
  • Western Ohio
  • Oregon
  • Tennessee
  • Texas
  • South Carolina
  • Utah
  • Southwest Virginia
  • Washington
  • Wisconsin

There are countless Internet activities that can be done with a terabyte of data in a month, including:

  • Stream between 600 and 700 hours of HD video
  • Play online games for more than 12,000 hours
  • Stream more than 15,000 hours of music
  • Upload or download more than 60,000 hi-res photos

Hours of operation are from 8 AM to Midnight (EST), seven days a week.
Please call 1-855-8-INTERNET (1-855-846-8376) to speak with a customer service representative.

 

Technical Support

This video covers Wireless Gateway placement, Network Name and WiFi Password and Online Security.

Call 1-855-8-INTERNET (1-855-846-8376) to schedule installation by one of our technicians.


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


This video shows you how to self install Xfinity Internet and Voice:

This video shows you how to connect devices to your home WiFi network with the Xfinity Wireless Gateway:

This video talks about the XFinity WiFi App features:

Eligible families may purchase up to three low-cost computers.

No, the cost of the computer cannot be added to your Comcast bill.

XFinity Wifi Hotspots

Xfinity WiFi is a network of hotspots that allow you to connect to the Internet on the go, all while saving on your wireless data plan. Internet Essentials customers have Limited access to Xfinity WiFi hotspots (40 1-hour sessions) every 30 days. 

 

To find an Xfinity WiFi hotspot, check the hotspot location map online at: http://wifi.Xfinity.com/

  • When in range of a hotspot, look for "Xfinitywifi" in the list of available networks on your device
  • Connect to the "Xfinitywifi" network on your device
  • Enter your existing Xfinity username (or an email address associated with your account) and password on the login screen
  • After you have logged in, select the Complimentary 1-Hour Pass
  • Select Activate Pass and start browsing!

To create an Xfinity username, go to: https://login.comcast.net/myaccount/create-uid or click 'Create a Username' from any sign-in page. You can also go to: https://www.Xfinity.com/getstarted and follow the on-screen instructions.

To retrieve your Xfinity username or reset your password, visit: https://www.Xfinity.com/password.

24/7 telephone support is available from our customer service team. Call (1-866-489-0919).

For more information, and to view the Xfinity WiFi FAQ’s, visit: http://wifi.Xfinity.com/faq.php.

Eligibility
Account Help
No. You do not need a cable or phone service to be eligible and apply for Internet Essentials.
Yes. If you meet the rest of the eligibility criteria for Internet Essentials, then you are eligible to sign up for the program.
  • Must verify eligibility for at least one of Internet Essentials programs
  • Live in an area where Comcast Internet Service is available
  • Have not subscribed to Comcast Internet within the last 90 days
  • Not have outstanding debt to Comcast that is less than one year old
Yes, if you meet the program guidelines:
  • Must verify eligibility for at least one of Internet Essentials programs
  • Live in an area where Comcast Internet Service is available
  • Have not subscribed to Comcast Internet within the last 90 days
  • Not have outstanding debt to Comcast that is less than one year old
Someone from our support team will contact you.
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