Comcast Agents Mistakenly Reject Some Poor People Who Qualify for Free Internet

People with low incomes can get free Internet service through Comcast and a government program, but signing up is sometimes harder than it should be because of confusion within Comcast's customer service department. From a report: Massachusetts resident Tonia Williams qualified for the US government's Affordable Connectivity Program (ACP), which provides $30 monthly discounts, and for Comcast's Internet Essentials Plus, a $30 monthly service for low-income people that is essentially free when combined with the ACP discount. But when she tried to use the ACP discount with Comcast's low-income service, Comcast incorrectly told her she wasn't eligible because she was already a Comcast customer. Williams, a certified nursing assistant who was not working when she spoke to Ars, was eventually able to get free home Internet service for her family. But she faced several hassles and said she would have given up if it hadn't been for David Isenberg, a Falmouth resident who's been helping low-income people in his town navigate the process. Isenberg knew Williams because she was previously a home health aide taking care of Isenberg's wife's uncle. "I would have given up if it wasn't for David pushing me," Williams told Ars in a phone interview in November. "It's such a run-around, and you have to sit and wait on hold. A lot of people don't have time to sit on the phone for that long and then be told, 'Well, you don't qualify.' If you don't really know what the service is or how to get it, I would have just believed them, that I didn't qualify."

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