I cannot download the app and I want to set up my Wi-Fi

How do I get back to that private conversation it seems to be gone. How do I access that? 

When I click conversations it says there are none. 

@user_c68293

No worries go ahead and send us a direct message so we can look further into your account information

Here's the detailed steps to direct message us: 

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message