Account help

user_artlhc, This isn't the experience we ever strive for and truly want to help. Here are the detailed steps to direct message us below. Please let us know if this helps. I also recommend clearing the cache and cookies on your browser.

 

• 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

user_artlhc I am so incredibly sorry to hear about the frustration and stress this has caused you over the last few weeks. It sounds completely exhausting to deal with phone number issues and billing errors, especially when you feel like you aren't being heard. I truly apologize for the experience you’ve had so far; this is not the level of service we strive to provide.

While I understand you would prefer a phone call, you have reached our Social Media Support Team. One of the biggest benefits of working with us here is that we are a specialized corporate team with the ability to handle complex issues from start to finish without you having to wait on hold. This platform allows us to:

• Maintain a Paper Trail: Every detail of your case is documented in writing, so you don’t have to repeat your story if we need to consult with a mobile specialist.

• Provide Dedicated Attention: We can investigate the "inactive account" and the extra lines in the background while you go about your day, rather than keeping you stuck on a phone line.

• Direct Access to Specialists: We have a direct line of communication with our Mobile Tier 2 team to get these technical number transfers corrected properly.

I genuinely want to turn this experience around and help you get your original number back where it belongs. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

I am ready to dive in and get this sorted out for you once and for all.