We’re big fans of Comcast’s Internet Essentials internet program, which helps low-income kids get online so they can better progress in school. The low-income program provides fast, unlimited cable internet to families with children who qualify for the National School Lunch Program.
That being said, there is something that has to be said about Internet Essentials program that surprises and disappoints us.
To be specific, the modem provided to Internet Essentials customer does not provide wireless access. In other words, your computer (perhaps even one of those sub-$150 computers offered by Internet Essentials and its partners) must be connected to the modem by a cable. And you can’t connect increasingly-popular tablets and other handheld devices to a wireless modem with a cable.
When the proverbial lightbulb turned on over our heads and we realized the offer was not wireless, we were frankly dumbfounded. Our first thought was, This can’t be right. We must be misinterpreting something. There must be some fine print that we’ve missed somewhere.
So we started scouring the Internet Essentials website for confirmation. And, sure enough, we found this nugget buried deep in the company’s FAQ (Frequently Asked Questions).
Can I set up a wireless network (WiFi) in my home?
Yes. Although Internet Essentials does not include a wireless router, if you already own a wireless router or choose to purchase one it can be connected to the Internet Essentials provided modem.
No doubt about it, we were surprised — perhaps even shocked — to discover this technological gap in the Internet Essentials program. So we went back and looked at another of the FAQs:
What is covered by the $9.95 + tax monthly charge?
Internet Essentials makes the Internet more affordable, and for $9.95 + tax per month you can enjoy all of the benefits of our 5 Mbps Internet Essentials service at home. There are no price increases, activation fees or equipment rental fees so long as you maintain the service. The monthly price applies to a single outlet and basic modem (emphasis ours). If your household requires custom installation, additional outlets or other XFINITY services and service appointments, additional charges apply.
Plenty of detractors assault Comcast’s Internet Essentials program for its perceived faults. We, on the other hand, are the program’s biggest cheerleader. We think Comcast has done a terrific job, has already helped millions of low-income Americans, and will help millions more in the future.
But we are nothing if not realistic here at CheapInternet.com, so we would like to offer Comcast this simple bit of constructive criticism:
This is the 2015, Internet Essentials, so get with the program. If you really want to help your Internet Essentials customers, begin offering them wireless routers ASAP, or provide them with the wireless gateway you offer other customers.
Many families, even low-income families, will get much more out of Internet Essentials if their systems are wireless. It will allow more than one computer to access the internet simultaneously, so multiple children in one family can work online at the same time. And even more importantly, it will allow customers to access the internet from anywhere in the house rather than from the one spot where the modem is located. Cable outlets are typically located in the living room, while students typically do their homework in their bedrooms.
Computers are not the only way people access the internet now – iPads and other tablets and tablets are increasingly popular (especially with the students Internet Essentials is targeting). These devices need to be connected wirelessly.
The lack of wireless capability seems like a glaring omission on the part of Comcast.
The problems with adding your own wireless router
Of course, customers are free to purchase their own wireless routers to attach to their Comcast modems. But there are two big issues with asking Internet Essentials customers to purchase and install their own wireless router.
Problem #1: The purchase.
Problem #2: The installation.
Simply stated, the financially distressed families who sign up for Internet Essentials cannot afford $9.95 per month for Internet Essentials, plus the cost of a wireless router. They struggle to get by each month as it is.
The selection and installation of a wireless router is often difficult for the technically-inclined customers. From our experience, Internet Essentials customers have less experience with high tech products and are, therefore, likely to be less tech-savvy than the average internet service customer. The process – even just the thought of the process — is likely to keep a great number of potential Internet Essentials customers from ever getting a home wifi network up.
Of course we understand Comcast’s position. They were roped into creating Internet Essentials by the FCC when they acquired NBC a few years ago, and probably aren’t even making a profit from each subscriber at $9.95 a month. But, the fact is these are now Comcast customers, and not giving them all the ability to easily create a wifi network for their family defeats the purpose of Internet Essentials. A wireless setup would result in fewer support calls from frustrated customers who call to ask, “Where’s my WiFi?” Providing wireless equipment would undoubtedly prove less expensive than handling support calls.
One parting paragraph
You’ve done a great job with Internet Essentials, Comcast, but it’s time to start offering your wireless capability as part of the basic Internet Essentials package. That will be a giant step toward making the Internet Essentials program even more beneficial for your customers. And isn’t that really what Internet Essentials was designed to do?
Ron says
Xfinity essentials December 23rd and I still can’t watch TV been on the phone with at least 35 to 40 people none of them can get me online and they still want me to pay for it that’s a joke you ain’t getting a dime off me you people are disgusting talking to so many people and they don’t know how to do their job now I’m sitting here with no TV what a joke you people should get your ducks in order sure want your money well I want my TV working and I get no help from nobody I’m a senior and it’s a shame that we get treated this way I will never recommend Comcast or Xfinity essentials to anybody it’s disgusting and sad
CheapInternet.com Administrator says
Don’t give in, Ron.
james selby says
i’m sorry but i dont buy that – need wireless router ?? .., find’em at shopgoodwill.com for $5 & up ! ..
Janette L. says
You took the words right out of my mouth! I applaud you for putting into words the needs of low income income families and the problems we face with providing what our children require to excel in school. Every year the educational needs of our children increase and so does the cost. This puts a strain on already struggling families. Again I say thank you for your very indept article.
james selby says
no wireless router & other essentials maybe ??.., LOL ! —> http://www.shopgoodwill.com .., u can find them for $5.00 and up plus shipping etc. MAYBE LOWER TOO depending on the type brand etc.
roger says
Appears that as of aug 4 2015 they started bundling a wireless router. http://corporate.comcast.com/comcast-voices/comcast-redoubles-attack-on-the-digital-divide-with-internet-essentials-program
Julie says
Comcast customer representatives denied they had any such programs to my daughter for 6 months. Then I got involved. Looked up the information and told the representative they did have a program called Internet Essentials. So they gave me the number and said she had to qualify. We called. She wasn’t eligible because she was already a customer!
Single Father says
Okay – wrong again…sorry. It’s a Gateway AND a Wireless Router. So they are REALLY trying to make sure you can add wireless devices to your network. I’m missing stands, and some instructions are wrong, but everything I need is there. Just wanted to be accurate. They even include all the ethernet cables, coax cables (if u need), and anchors to run the cable along the wall. Not bad for no installation fees, and no setup fees. Most people should have no problem setting this stuff up. If so, go on someone else’s computer and look up how to. Don’t pay someone to do it…it’s not that complicated. Good luck everyone!!
Single Father says
Well the instructions say “wireless gateway,” but it’s really only a wireless router. I was wondering why I’d need a modem with a gateway. Either way though, it’s supporting wireless now, so everything else I said was accurate.
Single Father says
I just received my startup package for Internet Essentials from Comcast, and I am happy to report that I received 2 BOXES: One containing the router and accessories; One containing a wireless gateway. Seems like someone either listened to this person, others who said the same thing, or just wised up. So apparently the program now DOES include wireless capabilities. This is great, because I have three sons at home.
I can’t believe comments would go this way, but I must say one thing: Anyone who blames people for being poor or wants to talk down to them just has no idea what they are talking about, and have obviously never been through it. I was married for 8 years, and my wife suddenly passed away in her sleep…at the age of 27. Now I must be a single parent for three wonderful boys, but it was thrust upon me suddenly and was certainly not my life plan. You never know someone’s story, so keep your hate to yourself. As mom always said, “If you don’t have anything nice to say…”
I am SO thankful for this program. My boys are in high school now, and this is a very different world than the one I grew up in. The internet is practically a necessity now. My kids turn in homework online. We sure need more than one hookup for the net. THANKS COMCAST FOR DECIDING TO SUPPORT WIRELESS!! We had Clear for awhile (cheap and you own your modem), but they recently went out of business. If not for this program, we would not have the internet right now.
Wendy Long says
I haven’t signed up for this or any other internet yet. I am still comparing the different companies. I want to make sure I understand this article. I have my own wireless router, will I still have problems with the Internet Essentials?
CheapInternet.com Administrator says
You should be able to use your own wireless router. But to be honest, we aren’t positive.
lolo says
Comcast is just a stupid company
3rd Oracle says
Anyone who thinks $20.00 isn’t a lot of money (Matt),
Try living on under $775.00 a month. This is for housing, food, utilities, gas, insurance, car repairs, school supplies, clothing, EVERYTHING! Try it for 3 months. Try shopping for decent food. Try paying winter heating, or summer cooling costs staying at or under that amount. That is more than what I receive as a severely disabled person. I worked since I was 13, except when my son was born. I didn’t receive child support for most of my sons life except $25.00 when he as 9 years old. His Dad attitude was he was “giving me money”. At that time the standard per Child support enforcement for lower-mid income men (which he was definately not), was around $450.00 for one child. The most he ever supported his son finally got to $150.00 per month when my son was 13-14 years old. We lived in poverty which was really tough. I worked but daycare took more than half my salary.
Have some compassion for folks who are working hard trying to raise their families.
Since my son is an adult I can’t get “free” internet. It’s not free anyway. Frontier, if they had a plan for low cost internet at least provide their router for free unlike Comcast.
More people should donate their unused routers, and computers etc.
Have empathy my friends, or at least some compassion for the struggling poor in the world
Marie says
If you’re so upset that people with practically no income get things for “free” then I invite you to try it. You can choose to do this at any time. Leave your job and try it. But you won’t. Why? Because no one wants to be poor. It is not an easy life, I can tell you that from first hand experience. To you $20 is nothing. To a person with very low income, $20 is a choice between eating, paying the electric bill, heat bill, rent or for clothing. For people with a decent income, this sounds like whining. Or they see poor people as lazy moochers. There are some of those, but the majority of the poor are the people you don’t see – working hard for a minimum wage that doesn’t even cover the basics. This is the reality. What’s infuriating is that a company like Comcast with tell you that their service costs this much, but oh, you have to buy this, and this, and this. This is true for even regular subscribers paying top dollar. False advertising is wrong whether it’s to your top clients or those with low-incomes.
Marie says
Thank you for your comments. I totally agree. It baffles me that so many people , such as Matt here, actually get mad at poor people. They really have no clue what it is to be poor. Companies like Comcast don’t really care about people. They care about profits. I don’t say this as a complaint but as a statement of fact. They provide only the base minimum to low income families because they were forced to. They would not do it otherwise. And then only to families with children under strict rules that have to be proven – such as documents of being on a school lunch program and other documentation. I know because I’ve looked into it. I’m a single person so I don’t even qualify for low-cost internet. I’ve tried. They give old modems that they don’t use anymore with their regular customers and give low-income customers the lowest possible data rate at best. The bare minimum to comply with the law. That’s not going to change. Unfortunately, appealing to their concern for citizens isn’t going to help because they have proven that this is not their priority.
matt says
TP-LINK TL-WR841N Wireless N300 Home Router(4.4 of 5 stars ~5k reviews on amazon) costs TWENTY DOLLARS. I am pretty sure every American with a place to use their free internet, free phone and $150 dollar computer can buy a $20 router. Way to “constructively criticize” comcast for providing 10 dollar a month internet.
Maria LeBlanc says
When I get my monthly SS benefit, after I pay my rent, power, and phone I have 50.00 to last the entire month. I get 80 in food benefits. Now, assuming I don’t need more than 80.00 in groceries
in a month or toilet paper, shampoo, or soap . I could probably afford a router. I can’t even do laundry as it is. I’m getting internet essentials because I am homebound and my only contact with the outside world is through the internet and I would be totally isolated without it, COVID notwithstanding
CheapInternet.com Administrator says
Hang in there, Maria. We feel for you.