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user_6coctq
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Monday, July 14th, 2025

where is the direct message?

Is direct messaging still an option to escalate an issue?  The button no longer exists and the link provided in another post no longer works.  I have no interest in wasting a 3rd day speaking to somebody on the chat.  I would also prefer not to have to go into a retail store and be pressured to sign up for xfinity mobile.  twice I have been promised an xpod was being sent.  Twice I have wasted an afternoon trying to find out where it is or even why I did not receive a confirmation of the case.  I just get told it was "accidentally" cancelled due to "some glitch in the system".  How does one actually get support from xfinity these days?

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Updated 

17 days ago

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EG

Expert

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113.1K Messages

2 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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EG

Expert

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113.1K Messages

2 months ago

@user_6coctq 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478  

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XfinityBillie

Official Employee

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3.6K Messages

2 months ago

 

user_6coctq Direct messaging is still an option, and our team would love to look into what's happening with the xFi Pod for you. I understand how frustrating it can be to have to reach back out. You'll want to send a DM to Xfinity Support with your full name and address to get started. I understand you aren't finding the option to DM though. You should see, in the upper right hand corner, a notification bell and to the left of that should be the message icon. Just to confirm, you are logged in and do not see the message icon?

 

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mrbinks99

Visitor

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1 Message

@XfinityBillie​ there is no way to direct message. I am logged in and there is no icon near the bell or anywhere else

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17 days ago

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XfinityDena

Official Employee

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3.6K Messages

@user_6coctq Thank you for reaching out to us! Please be minded that sending unsolicited peer to peer chat messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges. We never want to get to that point with any user, so we recommend reviewing those guidelines thoroughly. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, but I look forward to further assisting you.

 

We do not have access to CSA tickets. I would suggest reaching back out by calling CSA Toll-Free Number: 1-888-565-4329.

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.
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17 days ago

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