1 Message
Can't connect to a live agent about a confusing text Xfinity sent us
We received a text message from Xfinity saying we need to schedule an appointment to fix some issue, but didn't specify the issue or what caused it. Without explanation, we won't be scheduling this, but we're unable to get through the AI bot either on the phone or online to speak to a live person who can offer information.
We're also unable to find the "direct message" feature on Xfinity's incredibly confusing site that's referenced in other posts.
How can we get through to a live person who can actually help us??? This is beyond frustrating.
XfinityJeniece
Official Employee
•
2.4K Messages
20 days ago
Hey there, user_ygd8o4, thanks for reaching out through Xfinity Forums regarding that text message you received. We would be happy to help you get to the bottom of the text you received to confirm you need an appointment. You have reached the right place!
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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