Comcast's initiative to connect low-income families to cyberspace is facing criticism for restrictions that some say are excessive.

Action United Pittsburgh, a nonprofit advocate for low-income residents, plans to go to Pittsburgh City Council chambers today to request a special hearing on the performance of Comcast's Internet Essentials program.

The group also is hosting events in Philadelphia this week to draw attention to what it says has been a failed effort on the part of Comcast to get reliable Internet service to the nation's poorest families. Demonstrations were held in Houston, Texas, and Little Rock, Ark., last week.

The program, which launched in Pittsburgh in August, is designed to provide discounted laptop computers and $9.99 Internet service to families with children who qualify for a free lunch under the National School Lunch Program.

Comcast spokesman Robert Grove said the company hasn't heard any complaints that the program eliminates eligible families from any of its community or education partners. He noted the company has conducted 10 in-person training sessions in the Pittsburgh area with several community nonprofits, including Neighborhood Learning Alliance, the Urban League of Greater Pittsburgh and Gwen's Girls since the program launched.

Elly Porter-Webb, education organizer for Action United Philadelphia, said a December survey of more than 100 organization members who met the program's income guidelines showed the majority had no clue Comcast was offering the service.

Six out of eight people who tried to obtain service during the survey were declared ineligible due to outstanding Comcast bills or for already having Internet service. The two participants who were deemed eligible for the program had a much longer wait to have the service installed than users paying full price.

"We're asking them to stay true to their promise," said Mrs. Porter-Webb. "Closing the digital divide is a huge task and, if Comcast is really serious about it, they need to change some things about this program."

Action United Pittsburgh didn't have any statistics to support complaints about the program, but spokeswoman Jennifer England said the group has heard stories about people being rejected because of past due bills left by previous tenants at their addresses.

Vallie Still, an East Liberty resident raising two grandchildren, said she called Comcast to inquire about the low-cost service and was encouraged to buy more expensive service. Ms. Still said she called Comcast's main customer service line instead of the line dedicated for Comcast Internet Essentials, but wished someone could have told her about the discounted service regardless.

"All of the operators should be alerted to the fact that the program is out," she said.

Mr. Grove, of Comcast, said the company is more than willing to review any applications for people who feel they were rejected in error.

"Our goal from the beginning was to sign up as many families as possible," he said.

Mr. Grove could not say if Comcast would send a representative to City Council.