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imakegoodbabies
1st Topic

Visitor

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2 Messages

10/08/2026 9:45 PM

No Promo Code Provided and AI Chat is NOT Working to Redirect me to a Live Agent

I'm so frustrated. I  claimed the "Snag a 49ers Kids Club Gold Membership, on us San Francisco 49ers Kids Club Membership" item in Xfinity Rewards and I am a Diamond Member. There is no promo code showing for this reward so I cannot actually claim it. A promo code is needed to submit the form.

I'm so frustrated since I also tried to call 1-800-COMCAST and after I go through the prompts, the AI agent there just hangs up on me. There is no way to get a live agent. You really need to fix your customer service avenues.

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1 day ago

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XfinityRay

Official Employee

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4.4K Messages

1 day ago

Hi there, @imakegoodbabies! That sounds like an awesome reward! We are glad to further help and see if we can get the code for you. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon. 

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  An "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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imakegoodbabies

Visitor

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2 Messages

@XfinityRay​ I just followed your steps. When will they reply, and why isn't direct message something that shows for everyone right away? I was reading others' similar problems and I was frustrated that I couldn't see a direct message option on the top right and I needed to google search to find out that I needed to make a public question first 

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1 day ago

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XfinityRay

Official Employee

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4.4K Messages

Thanks for sending over your information, @imakegoodbabies! I am replying there now so I can authenticate your account. 

 

We want this process to be easy for you. Our Getting Started page, https://forums.xfinity.com/conversations/getting-started/getting-started-in-the-xfinity-help-support-forum/602d9c64c5375f08cd573fd2, has great information on how the Forums works. We do try to provide public support as much as possible as it helps others with the same concern. We invite you to a direct message if we need to access your account to fix the concern. In this instance, I need to check your Membership status, if the reward has been redeemed or is out of stock, and possibly open a ticket for our Membership team. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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