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user_il7nol
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Visitor

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1 Message

Saturday, August 8th, 2026 5:29 PM

Please restore access to direct message conversations

I previously had an active Direct Message conversation with Xfinity Support regarding a cable repair. I was logged out due to inactivity, and after signing back in, the Direct Messaging option is no longer available on the web interface.

Could an Xfinity employee please help restore my DM access so I can continue the existing private conversation?

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Updated 

4 days ago

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XfinitySara

Official Employee

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2.8K Messages

10 days ago

Looks like you already found how to reach us, @user_il7nol. I'll be replying to your last DM momentarily, thank you!

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user_kfcsko

Visitor

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1 Message

@XfinitySara​ How do you DM????? I can't find it.

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4 days ago

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XfinityJeff

Official Employee

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1.2K Messages

Good morning @user_kfcsko, and thanks for reaching out to us on the Xfinity forums. In order to send a direct message to an employee there should be an icon in the top right of the forums' webpage, but sending an unsolicited DM to an employee is a violation of our Xfinity Forum Guidelines and our Xfinity Forum Acceptable Use Policy. If you are having an issue you need assistance with, I would recommend you find the most appropriate public board for your question type and post it there.

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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4 days ago

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XfinitySara

Official Employee

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2.8K Messages

4 days ago

@user_il7nol - Checking back in on things, it looks like we haven't heard from you in a few days (via DM), and I noticed the latest job has a "cancelled" status. If you can revisit our private thread and let us know if you still need assistance, we remain here to help!

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