Directory Assistance and Operator Services Exemption

Xfinity Voice customers who are unable to use a telephone directory because they are blind, have low vision or a visual disability or who have a mobility/physical disability may qualify for an exemption from Xfinity Voice Directory Assistance (411) and/or Operator Services (Operator Assisted) call charges. This article explains how to apply for an exemption from these charges.

Note: This exemption excludes Xfinity Mobile, which doesn’t offer Directory Assistance or operator services.

Exemption Requirements

To qualify for an exemption from per-call directory assistance charges, you must be an Xfinity Voice customer and you or one or more individuals living in your home must be certified in writing (by a licensed physician or optometrist, or by an approved private, federal or state agency) as being unable to use a telephone directory due to blindness, low vision, visual disability or a mobility/physical disability.

Note: In Massachusetts only, customers over age of 65 may also qualify for the exemption.

Exemption Benefits

If you qualify for the exemption, you’ll get a waiver of:

• Per-call directory assistance charges for calls to local, intrastate and interstate directory assistance calls within the 50 United States and District of Columbia, Puerto Rico, U.S. Virgin Islands, Commonwealth of the Northern Mariana Islands (CNMI) and Guam.
• Per-call charges for Xfinity Voice directory assistance call completion (DACC) within the 50 United States and District of Columbia, Puerto Rico and U.S. Virgin Islands.
  • Applicable toll charges that are not included in your regular calling plan will not be waived.

How To Apply for the Exemption

To begin the Directory Assistance and Operator Services Exemption application process:

1. Go to xfinity.com/osda.
2. Fill out your information.
3. Click Submit.
4. Upload and email your certification letter and/or documentation to OSDA@comcast.com.
   • Note: If you're unable to email, ask your doctor’s office to email the information for you.
     • Or, you can mail the information to:
       
       Comcast Cable
       ATTN: OSDA
       1701 JFK Blvd. 
       Philadelphia, PA 19103 
       
       

Comcast reserves the right to require periodic recertification of a subscriber's disability (blind, low vision, visual or mobility/physical disability). We also reserve the right to modify, amend or terminate the Xfinity Voice Directory Assistance program based on future regulations and/or guidance on this issue from the Federal Communications Commission or other governmental and quasi-governmental agencies.

Please note that you can also fax your medical certification to the Accessibility Support Center for Customers with Disabilities to (866)-599-4268.