How can we
help you?
FREQUENTLY ASKED QUESTIONS
FIND ANSWERS TO YOUR QUESTIONS
[{"Question":"What if the application can't find my address?","Answer":"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.","id":"ee4bed9f-62d9-490c-91dc-8f04e2af0d9a","QAs":"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."},{"Question":"How can I contact customer service?","Answer":"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.","id":"4a70bc59-cfaf-4ad2-bcfb-8e0e756f5ca8","QAs":"How can I contact customer service? 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."},{"Question":"What if I need to provide a document for my application?","Answer":"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 colleges 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.","id":"326c66a9-cb00-4753-aa59-26e83a20eeba","QAs":"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. 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 colleges 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."},{"Question":"How can I apply for Internet Essentials?","Answer":"You can start your application online at:https://Apply.InternetEssentials.com/ in English orhttps://Aplicar.InternetEssentials.com/in Spanish You can also call 1-855-8-INTERNET (1-855-846-8376) to confirm eligibility and apply.process","id":"dfc55806-a172-44ca-b7cb-d15b3e326135","QAs":"How can I apply for Internet Essentials? You can start your application online at:https://Apply.InternetEssentials.com/ in English orhttps://Aplicar.InternetEssentials.com/in Spanish You can also call 1-855-8-INTERNET (1-855-846-8376) to confirm eligibility and apply.process"},{"Question":"Do you have options to navigate the site for the hearing impaired?","Answer":"Internet Essentials offers the option to use American Sign Language to submit an application. Click on the ASL Now button and follow the prompts for Internet Essentials:deafsignaccessibilityhearingimpaired","id":"ce560dc3-61fb-4e52-8dee-108aa43dd4c6","QAs":"Do you have options to navigate the site for the hearing impaired? Internet Essentials offers the option to use American Sign Language to submit an application. Click on the ASL Now button and follow the prompts for Internet Essentials:deafsignaccessibilityhearingimpaired"},{"Question":"I want to apply on the phone. How do I contact the call center?","Answer":"If you want to apply for Internet Essentials over the phone please call 1-855-8-INTERNET (1-855-846-8376).Call Center hours of operation are from 8 AM to Midnight(EST), seven days a week.","id":"bc3f8894-16b5-4508-94a1-84b6ad3363e2","QAs":"I want to apply on the phone. How do I contact the call center? If you want to apply for Internet Essentials over the phone please call 1-855-8-INTERNET (1-855-846-8376).Call Center hours of operation are from 8 AM to Midnight(EST), seven days a week."},{"Question":"What are accepted forms of identification for my application?","Answer":"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\" ","id":"d57f632a-f509-449f-aaaf-f74a8bbc2c63","QAs":"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 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\" "},{"Question":"How can I make changes to my application?","Answer":"If you need to make changes to an existing application pleasecall 1-855-8-INTERNET (1-855-846-8376).Hours of operation are from 8 AM to Midnight (EST), seven days a week.","id":"91a2c138-a431-415d-a2f9-9c702b51d929","QAs":"How can I make changes to my application? If you need to make changes to an existing application pleasecall 1-855-8-INTERNET (1-855-846-8376).Hours of operation are from 8 AM to Midnight (EST), seven days a week."},{"Question":"I started an application and need to submit my documents. How do I upload documents online?","Answer":"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.Call1-855-8-INTERNET(1-855-846-8376)if you need further assistance.Hours of operation are from 8 AM to Midnight(EST), seven days a week.","id":"c67b8829-a099-434c-9253-c29255221db7","QAs":"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 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.Call1-855-8-INTERNET(1-855-846-8376)if you need further assistance.Hours of operation are from 8 AM to Midnight(EST), seven days a week."},{"Question":"How can I return my application?","Answer":"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 toIEApplication@comcast.com Fax: 1-888-294-7113 Online: Visithttps://Apply.InternetEssentials.comand click \"Document Upload\" on the homepage to upload your documentation online.fax documents","id":"2bcac252-bf4a-4cf3-8ddd-571e20aa425b","QAs":"How can I return my application? 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 toIEApplication@comcast.com Fax: 1-888-294-7113 Online: Visithttps://Apply.InternetEssentials.comand click \"Document Upload\" on the homepage to upload your documentation online.fax documents"},{"Question":"How long does it take to get approved for Internet Essentials?","Answer":"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.","id":"a494fae1-aaa8-423f-999e-e86cc6cc12d6","QAs":"How long does it take to get approved for Internet Essentials? 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."},{"Question":"I applied for Internet Essentials and have not heard back yet. How can I find out the status of my application?","Answer":"You can view the status of your application online at:https://Apply.InternetEssentials.com/ in English orhttps://Aplicar.InternetEssentials.com/in Spanish or by calling 1-855-8-INTERNET (1-855-846-8376).application status","id":"bb527739-623d-4e0e-ad98-623fcfaecb12","QAs":"I applied for Internet Essentials and have not heard back yet. How can I find out the status of my application? You can view the status of your application online at:https://Apply.InternetEssentials.com/ in English orhttps://Aplicar.InternetEssentials.com/in Spanish or by calling 1-855-8-INTERNET (1-855-846-8376).application status"},{"Question":"What if I tried to apply online but am having trouble submitting my application?","Answer":"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 pageHours of operation are from 8 AM to Midnight(EST), seven days a week.","id":"dd53ec67-0e2a-45b7-8fe7-628feda07869","QAs":"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 The web page freezes up / I got stuck on a pageHours of operation are from 8 AM to Midnight(EST), seven days a week."},{"Question":"I'm moving, how can I transfer my service?","Answer":"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 serviceHours of operation are from 8 AM to Midnight(EST), seven days a week.movingmove","id":"95a76060-441b-4777-a18b-dea96d942d47","QAs":"I'm moving, how can I transfer my service? 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 serviceHours of operation are from 8 AM to Midnight(EST), seven days a week.movingmove"},{"Question":"How do I pay my bill?","Answer":"Select from the following options to pay your bill: Pay bill using a computer: http://www.Xfinity.com/bill-pay.html. Pay bill using a phone: Call 1-800-Xfinity (1-800-934-6489) and select Billing when prompted.pay a billpay billmy bill","id":"c18351dd-4db8-465d-98b8-dacd3b000433","QAs":"How do I pay my bill? Select from the following options to pay your bill: Pay bill using a computer: http://www.Xfinity.com/bill-pay.html. Pay bill using a phone: Call 1-800-Xfinity (1-800-934-6489) and select Billing when prompted.pay a billpay billmy bill"},{"Question":"How do I change my password?","Answer":"If you need to change passwords to your account click on the links below: Reset your Xfinity account password Reset your Xfinity WiFi passwordchange password","id":"774dbd3c-cc8a-4670-8237-07114e228910","QAs":"How do I change my password? If you need to change passwords to your account click on the links below: Reset your Xfinity account password Reset your Xfinity WiFi passwordchange password"},{"Question":"How can I make changes to my account?","Answer":"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 serviceHours of operation are from 8 AM to Midnight(EST), seven days a week.movingmove","id":"994e1215-8023-419c-92e8-8c8d4ffe013b","QAs":"How can I make changes to my account? 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 serviceHours of operation are from 8 AM to Midnight(EST), seven days a week.movingmove"},{"Question":"Where can I find an Xfinity store?","Answer":"Click here for Xfinity store locations and hours.","id":"8e825b36-c437-437a-8b3e-42fea1493890","QAs":"Where can I find an Xfinity store? Click here for Xfinity store locations and hours."},{"Question":"What are the specifications of the computer?","Answer":"Website","id":"2f0619c9-2201-4cf0-909b-3fc399ec98bf","QAs":"What are the specifications of the computer? Website"},{"Question":"How do I order a low-cost computer for $149.99 plus tax?","Answer":"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.order computer","id":"ffbdd050-0f8c-4a5a-bb8b-cf66ca9f59fe","QAs":"How do I order a low-cost computer for $149.99 plus tax? 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.order computer"},{"Question":"How does the Xfinity Terabyte Internet Data Usage Plan work?","Answer":"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.","id":"67fb0ef4-52b1-408a-a247-89f56330db9d","QAs":"How does the Xfinity Terabyte Internet Data Usage Plan work? 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."},{"Question":"Do I have the Terabyte Internet Data Usage Plan?","Answer":"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","id":"615dc5cd-db3e-4767-907f-a15bcd5499bf","QAs":"Do I have the Terabyte Internet Data Usage Plan? 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"},{"Question":"What can I do with a terabyte of data in a month?","Answer":"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","id":"b1e5723c-7d79-45d2-9775-6d9e40af3206","QAs":"What can I do with a terabyte of data in a month? 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"},{"Question":"What are the hours of operation for customer service?","Answer":"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.call center","id":"1b21157c-7d84-4720-b3fd-d9f24fc5bdbb","QAs":"What are the hours of operation for customer 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)to speak with a customer service representative.call center"},{"Question":"How do I get started with Xfinity Internet?","Answer":"This video covers Wireless Gateway placement, Network Name and WiFi Password and Online Security.","id":"8bed1c07-4476-4f0c-9581-cdf9bae862f4","QAs":"How do I get started with Xfinity Internet? This video covers Wireless Gateway placement, Network Name and WiFi Password and Online Security."},{"Question":"How can I get help setting up my equipment / device?","Answer":"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.","id":"e3ff3696-b509-4747-8f42-9d13495ddc1f","QAs":"How can I get help setting up my equipment / device? 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."},{"Question":"How do I self install Xfinity Internet and Voice?","Answer":"This video shows you how to self install Xfinity Internet and Voice:","id":"d71e10ea-a0ad-4707-a5a4-c188c56d38f9","QAs":"How do I self install Xfinity Internet and Voice? This video shows you how to self install Xfinity Internet and Voice:"},{"Question":"How do I connect devices to my home WiFi network with the Xfinity Wireless Gateway?","Answer":"This video shows you how to connect devices to your home WiFi network with the Xfinity Wireless Gateway:","id":"6933e188-99fa-4ed7-9aaf-22f21ae4f648","QAs":"How do I connect devices to my home WiFi network with the Xfinity Wireless Gateway? This video shows you how to connect devices to your home WiFi network with the Xfinity Wireless Gateway:"},{"Question":"Can you tell me more about the Xfinity Wifi App?","Answer":"This video talks about the XFinity WiFi App features:","id":"a050576d-3988-4709-8d5d-c24130da4d15","QAs":"Can you tell me more about the Xfinity Wifi App? This video talks about the XFinity WiFi App features:"},{"Question":"How many computers am I able to purchase?","Answer":"Eligible families may purchase up to three low-cost computers.","id":"0f1ae88d-5918-47bb-b9a9-fbee4d589fda","QAs":"How many computers am I able to purchase? Eligible families may purchase up to three low-cost computers."},{"Question":"Can I pay for the computer on my Comcast bill?","Answer":"No, the cost of the computer cannot be added to your Comcast bill.","id":"89e08d8a-3f05-4f55-bf72-6eb10c9cc0f8","QAs":"Can I pay for the computer on my Comcast bill? No, the cost of the computer cannot be added to your Comcast bill."},{"Question":"What are Xfinity WiFi hotspots?","Answer":"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.","id":"f25ec304-b7a3-4dba-994f-9e8f772bc661","QAs":"What are 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."},{"Question":"What is the availability of Xfinity WiFi hotspots?","Answer":"To find an Xfinity WiFi hotspot, check the hotspot location map online at:http://wifi.Xfinity.com/","id":"a43e6e15-41e9-4b8d-839f-b10f78fbe029","QAs":"What is the availability of Xfinity WiFi hotspots? To find an Xfinity WiFi hotspot, check the hotspot location map online at:http://wifi.Xfinity.com/"},{"Question":"How do I connect to Xfinity WiFi hotspots?","Answer":" 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!","id":"fdbc240d-fdb8-40e9-a6d6-236f57912a22","QAs":"How do I connect to Xfinity WiFi hotspots? 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!"},{"Question":"How do I set up my Xfinity username and password?","Answer":"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.","id":"4e8fcdb2-8b41-495f-a6b8-4cc868c8596e","QAs":"How do I set up my Xfinity username and password? 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."},{"Question":"What if I forgot my Xfinity username or password?","Answer":"To retrieve your Xfinity username or reset your password, visit: https://www.Xfinity.com/password.","id":"6bf57751-2ac9-462d-b911-aec72c9ecef9","QAs":"What if I forgot my Xfinity username or password? To retrieve your Xfinity username or reset your password, visit: https://www.Xfinity.com/password."},{"Question":"Who should I contact with Xfinity WiFi-related questions or troubleshooting?","Answer":"24/7 telephone support is available from our customer service team. Call (1-866-489-0919).","id":"3fc8bd0b-8c8e-4e0b-853f-84bd4df0f365","QAs":"Who should I contact with Xfinity WiFi-related questions or troubleshooting? 24/7 telephone support is available from our customer service team. Call (1-866-489-0919)."},{"Question":"How do I find more information about Xfinity WiFi?","Answer":"For more information, and to view the Xfinity WiFi FAQs, visit:http://wifi.Xfinity.com/faq.php.","id":"e2449d00-94ac-4f8b-9041-945bdfa5492b","QAs":"How do I find more information about Xfinity WiFi? For more information, and to view the Xfinity WiFi FAQs, visit:http://wifi.Xfinity.com/faq.php."},{"Question":"Do I need cable or phone service to qualify for Internet Essentials?","Answer":"No. You do not need a cable or phone service to be eligible and apply for Internet Essentials.","id":"61346760-9dab-4f10-a38f-c846566d2a15","QAs":"Do I need cable or phone service to qualify for Internet Essentials? No. You do not need a cable or phone service to be eligible and apply for Internet Essentials."},{"Question":"If I have Xfinity TV and/or Xfinity Voice, but I don’t have Xfinity Internet, am I eligible for Internet Essentials?","Answer":"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","id":"c51baea3-0733-4f9e-a461-20890767d218","QAs":"If I have Xfinity TV and/or Xfinity Voice, but I don’t have Xfinity Internet, am I eligible 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"},{"Question":"If I previously disconnected service with Internet Essentials, can I re-enter the program?","Answer":"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","id":"99bcee5f-5034-4460-8c82-839b208308a8","QAs":"If I previously disconnected service with Internet Essentials, can I re-enter the program? 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"}]
Frequently asked questions
Choose a category
Most Asked
Application
My Account
Eligibility
Most Asked
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.
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.
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.
moving
move
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.
Internet Essentials offers the option to use American Sign Language to submit an application. Click on the ASL Now button and follow the prompts for Internet Essentials:
deaf
sign
accessibility
hearing
impaired
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.
moving
move
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
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.
Select from the following options to pay your bill:
- Pay bill using a computer: http://www.Xfinity.com/bill-pay.html.
- Pay bill using a phone: Call 1-800-Xfinity (1-800-934-6489) and select Billing when prompted.
pay a bill
pay bill
my 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.
Application
Application Process
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.
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.
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
Internet Essentials offers the option to use American Sign Language to submit an application. Click on the ASL Now button and follow the prompts for Internet Essentials:
deaf
sign
accessibility
hearing
impaired
If you want to apply for Internet Essentials over the phone please call 1-855-8-INTERNET (1-855-846-8376).
Call Center hours of operation are from 8 AM to Midnight (EST), seven days a week.
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.
fax documents
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.
You can view the status of your application online at: https://Apply.InternetEssentials.com/ in English or https://Aplicar.InternetEssentials.com/ in Spanish or by calling 1-855-8-INTERNET
(1-855-846-8376).
application status
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
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.
moving
move
Select from the following options to pay your bill:
- Pay bill using a computer: http://www.Xfinity.com/bill-pay.html.
- Pay bill using a phone: Call 1-800-Xfinity (1-800-934-6489) and select Billing when prompted.
pay a bill
pay bill
my bill
If you need to change passwords to your account click on the links below:
change password
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.
moving
move
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.
order computer
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.
call center
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.
- 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
