Comcast is trying to improve its image with a program for low-income consumers

As Comcast tries to win over regulators reviewing its controversial merger with Time Warner Cable, its well-honed lobbying campaign often highlights a company program offering Internet to low-income families. But many low-income consumers say accessing Comcast’s program isn’t so easy.

Comcast says it has enrolled 300,000 families across the country in three years, a figure critics say is low considering that 2.6 million households are eligible. Many consumers say they have been denied access to the service because it’s only available to new Comcast customers. Others were rejected because of old unpaid bills -- as little as $53 from a decade ago. And those who do get the program say it’s often too slow. The speed is 5 megabits per second, enough for basic Internet use but often frustrating for those who try to stream videos or download big files. Critics say Comcast is using the Internet Essentials program to brighten its public image and paper over deeper problems posed to consumers by the deal. In Philadelphia, where the company is based and where it arguably has the most control over the program’s outcome, participation rates are especially low. “While Comcast should be applauded for trying to bridge the digital divide, they are clearly benefiting from the promotion of this program,” said Hannah Sassaman, a policy director at a Philadelphia community organizing group, Media Mobilizing Project.