How can we
help you?
FREQUENTLY ASKED QUESTIONS
application status
You may qualify if you:
Signing up is easy and fast from your mobile device, go to: https://www.internetessentials.com/apply
There are two ways you can apply for Internet Essentials:
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
apply
application
Moving your service to a new address is easy! You have three options to transfer your service:
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
move
transfer
service
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
If you are eligible for Internet Essentials, apply and are approved by June 30, 2021, you will automatically receive the two-month free promotion. After the promotion, regular rates apply. Internet Essentials current rate is $9.95 per month plus tax unless you disconnect your service.
If you are an existing customer and have questions about service and billing click here.
COVID-19
Coronavirus
COVID
corona
No action is required for existing customers. We've automatically increased Internet speeds for the Internet Essentials service from 15/2 Mbps to 25/3 Mbps for all new and existing customers, which will be the speed of the service going forward. In this way, we will ensure that Internet Essentials customers will be able to use their Internet service for all their increased needs as a result of this health crisis.
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
If you are an existing Internet Essentials customer and have questions about your account please call 1-800-XFINITY (1-800-934-6489).
If a document has to be submitted for your application, please provide one (1) document from the list below:
If you need to upload documents for your existing application, click here.
Call 1-800-XFINITY (1-800-934-6489) if you need to make the following changes to your account:
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:
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
Select from the following options to pay your bill:
pay a bill
pay bill
my bill
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 online through the Xfinity My Account app, or you can log on to My Account on Xfinity.com.
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.
cancel
stop service
service
application status
You may qualify if you:
Signing up is easy and fast from your mobile device, go to: https://www.internetessentials.com/apply
There are two ways you can apply for Internet Essentials:
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
apply
application
If a document has to be submitted for your application, please provide one (1) document from the list below:
If you need to upload documents for your existing application, click here.
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
Call Center hours of operation are from 8 AM to Midnight (EST), seven days a week.
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.
Current photo US Military ID/Merchant Marine card
Current photo US Military Dependent ID card
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 further assistance.
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
There are four different ways you can submit documents:
Please make sure you include your application number with mailed or fax documents. Your submitted documents will not be returned to you.
fax documents
If you are an existing customer and have questions about service and billing click here.
COVID-19
Coronavirus
COVID
corona
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:
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
*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 12/31/20. After 12/31/20, standard eligibility rules apply.
*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 12/31/20. After 12/31/20, standard eligibility rules apply.
If you are an existing customer and have questions about service and billing click here.
COVID-19
Coronavirus
COVID
corona
When you become an Internet Essentials customer your equipment package includes:
Select from the following options to pay your bill:
pay a bill
pay bill
my bill
Moving your service to a new address is easy! You have three options to transfer your service:
Hours of operation are from 8 AM to Midnight (EST), seven days a week.
move
transfer
service
If you need to change passwords to your account click on the links below:
change password
Call 1-800-XFINITY (1-800-934-6489) if you need to make the following changes to your account:
Click here for Xfinity store locations and hours.
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 online through the Xfinity My Account app, or you can log on to My Account on Xfinity.com.
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.
cancel
stop service
service
The 1.2 TB Internet Data Usage Plan is a new data usage plan for Xfinity Internet service that provides you with 1.2 TBs of data (1,229 GB) of Internet data usage each month as part of your monthly service. If you choose to use more than 1.2 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 $30 each month, no matter how much you use. And, we're offering you one courtesy month, so you will not be billed the first time you exceed 1.2 TBs. 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 1.2 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 $25 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.
Internet Essentials customers in the following locations have the 1.2 Terabyte Internet Data Usage Plan:
The plan does not currently apply to Xfinity Internet customers on our Gigabit Pro tier of service, nor does it apply to Business Internet customers, customers on non-upgradable Bulk Internet agreements or customers with Prepaid Internet.
1.2 TB is a massive amount of data. With it, you can:
If you are an existing Internet Essentials customer please call 1-800-XFINITY (1-800-934-6489).
call center
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:
Learn more about your Getting Started Kit here.
The fastest way to set up your equipment is to watch the video below. It covers Wireless Gateway placement, Network Name, WiFi Password and Online Security setup.
If you are still unable to connect your equipment please call 1-800-XFINITY (1-800-934-6489) to speak to a customer service agent.
If you had scheduled an appointment for an Xfinity tech to install Internet Essentials services, please know there have been some changes to our process due to COVID-19.
We are following the advice of our government and public health officials. To limit close contact with others as much as possible, for everyone’s safety, we will be dropping off your equipment at your door. This will include everything you need, including the equipment that was ordered and any cords and cables.
The video below will walk you through the installation process.
coronavirus
corona
virus
corona virus
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:
All computers come with a 90-day hardware warranty and Free tech support for 90 days. If you have any warranty issues, call the number you receive in the welcome package with your computer and they can assist you.
Standard Warranty does not cover wear and tear, software related issues, defects caused due to negligence, accidents, unreasonable use, modification, tampering, natural disaster or any other causes not specifically related to defective materials or workmanship. Batteries are covered for 90 days and guaranteed to work in a Windows environment (a minimum charge of 30 minutes in a Microsoft Windows environment).
Please send an email to comcast@cdicomputers.com or call 1-888-234-4272 for warranty issues and questions. Once the agent confirms the unit is still covered under the 90-day warranty, they will decide if the unit needs to be replaced or repaired.
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. Access to Xfinity WiFi hotspots is included with Internet Essentials.
1. When in range of a hotspot, look for "Xfinitywifi" in the list of available networks on your device.
2. Select "Xfinitywifi" to connect to the network on your device.
3. Enter your existing Xfinity username (or an email address on your account) and password on the login screen.
Yes, the Internet Essentials site is set up to be compatible with screen readers for those viewers with visual impairments.
We offer Braille and large print brochures and flyers on our Partner Portal. Please click the link below to access these materials (can be ordered and shipped based on material type).
If you are logging onto the Partner Portal for the first time you will need to register to access the site.
Braille and large print materials on the Partner Portal
Comcast supports the use of the JAWS, NVDA and VoiceOver screen readers for assistance navigating web pages.
Click here for a list of Common Screen Reader Hotkeys for Website Navigation
To learn more about Accessibility options for Xfinity, click on the link below: