Xfinity
FAQs
FAQs

Customer FAQs

Q: I heard that Comcast/Xfinity will be taking over BELD’s broadband business.
What does this mean?

A: Comcast reached an agreement to purchase the broadband assets of Braintree
Electric Light Department
(BELD) effective on Dec. 1, 2021.

Comcast has served Braintree since 2003 and has a current franchise agreement with
the town. We look forward to the opportunity to bring our robust suite of Xfinity and
Comcast Business products and services to additional consumers and businesses in Braintree.
For more information on this transition, customers can visit get2knowComcast.com.

REMINDER: This acquisition does not impact BELD’s electric customers.


Q: How will Comcast bring BELD customers over to their products and services?

A: Comcast has been serving Braintree residents since 2003. Anyone who is familiar
with our products and services and would like to become an Xfinity customer right
away, may call us at 1-866-235-0809 between 7:00am and 7:00pm, Monday-Sunday. We
understand that many people are continuing to work from home and we encourage those
customers in particular to call us soonest to schedule a time and select a package
that best meets their needs.

For more information about the strength, flexibility, and reliability of our network,
please click here.

The technical transition from the BELD network to the Comcast network will be done
on a customer-by- customer basis. Comcast will be in direct contact with customers
multiple times before each customer’s transition date, prompting them to choose a
package that meets their needs and arrange any necessary installation work.

To create as seamless a transition as possible, Comcast technicians and engineers are
working to anticipate all needs. This includes enabling many former BELD residential
customers to continue using their existing equipment. Additionally, and as needed,
customers will be able to choose to have a self-install kit sent to the home or schedule a
professional installation at no additional cost.

When a customer calls to choose an Xfinity package and schedule their installation,
they will also receive an Xfinity username which gives them access to the My Account
App, to manage their Xfinity account anywhere, anytime. Also, it allows for pre-
activation of WiFi hotspot access and video content using the Xfinity Stream App,
which gives customers the immediate ability to start watching a popular selection of
live sports, news, and On Demand titles on their smart phone, tablet or online – after
signing up for our services.


Q: What will happen to a typical BELD internet customer’s bill in the weeks ahead?

A: BELD internet customers will continue to receive a monthly bill from BELD until they
get connected with Xfinity or Comcast Business services.

We offer a variety of Xfinity promotions and packages giving customers more choices
and better value through our robust suite of products including Xfinity Internet, Xfinity
X1, Xfinity xFi, Xfinity Stream, Xfinity Mobile and Xfinity Flex, the only free streaming TV
device with voice remote that’s included with broadband-only service.

Virtually all BELD customers switching over to Comcast will be offered comparable
promotional internet packages that cost the same as or less than they are paying now.

Former BELD Internet customers will also be able to benefit from significant savings
over their current mobile provider with Xfinity Mobile [e.g. $15/month for 1 Gig or $45/
month for unlimited].


Q. Can customers keep their BELD modems and equipment?

A. We’re enabling many former BELD residential customers to continue using their
existing equipment. However, some of the current BELD modems will be deactivated
by BELD as they shut down their broadband operations (and individual customer
drops are moved to our network). In order for BELD customers to get the full benefit of
Xfinity Internet with advanced speeds or features like Xfinity xFi they may be asked to
transition to an Xfinity gateway when they select their new Xfinity package.


Q: Will BELD.net email addresses continue to work after Comcast acquires BELD?

A: BELD.net email addresses will remain active through March 2022, at which point BELD.net email accounts will be discontinued.

Customers will be contacted and instructed as to how to transition their BELD email accounts to another email service of their choice. BELD internet customers will receive a variety of notices prompting them to take action and transition their email accounts to their new Xfinity email accounts or another email service of their choice – both when they initially select their Xfinity packages and at other points during the process.

In order to make this as easy as possible, Comcast created a site where customers can go to transfer their incoming BELD emails to another third-party email service. This function is similar to transferring cell phone calls to a home phone number. This site for this email transition service will be available until at least March 31, 2022.

The URL for the email transition service is https://import.xfinity.com/operation-selector.

Q: How will BELD Business Internet customers transition to Comcast Business?

A: BELD Business Internet customers should contact Clayton Cianneli directly (Phone: 617-
780-0905 | Email: clayton_cianelli@comcast.com) at their earliest convenience to discuss
their product solution needs one-on-one. Clayton and his team are committed to working
with each business customer to arrange the right solution for their business needs.


Q: Will Comcast have options for low-income families?

A: Yes. We will make available our Internet Essentials program, the largest and most
comprehensive low-cost internet adoption program for low-income Americans. For a
decade, we have been working to close the digital divide with our Internet Essentials
program, which provides low-cost Internet service for $9.95/month. The program also
offers digital skills training online, in print, and in person, and the option to purchase a
heavily subsidized computer for $150.

Beginning in March 2021, Comcast doubled the program’s internet download speed
to 50 Mbps and increased the upstream speed to 5 Mbps for all new and existing
customers at no additional cost. This is the sixth time in 10 years that Comcast has
increased broadband speeds for Internet Essentials customers while keeping the cost of
the service at $9.95 a month. In addition, Comcast rolled out its xFi and xFi Advanced
Security product features to Internet Essentials customers for free and the company
continues to offer 60 days of free service to any new Internet Essentials customer who
signs up before the end of 2021.

Since 2011, Comcast has connected millions of people to the Internet at home, donated
tens of thousands of free laptops to students and families across the country, and
invested $700 million in digital literacy, skills training and awareness programs that
have reached 11 million people.


Q: How else can eligible low-income Americans get connected?

A: Comcast supports the federal government’s Emergency Broadband Benefit (EBB)
program, a temporary discount program available on all tiers of Xfinity Internet service,
including Internet Essentials. New and existing eligible customers can receive up to a
$50 per month credit on their internet bill from Comcast and can visit www.xfinity.com/EBB
to see what options are available to them and register. We also support partners
who engage in the government’s Emergency Connectivity Fund (ECF).

Note that effective December 31, 2021, the EBB Program will transition to the
Affordable Connectivity Program (ACP). ACP is a longer-term version of the temporary
Emergency Broadband Benefit program. Eligible customers of the ACP can receive a
monthly subsidy credit of up to $30 towards their internet service during the program
and income eligibility rules for the program will be slightly different than the Emergency
Broadband Benefit and details are still being finalized.