Community Specialists

We understand, fundamentally, Community is a peer to peer channel where customers can ask questions, share answers on areas they have expertise and help learn from each other. There are also times where another customer may not be able to help and there is an opportunity for our team to step in, provide an answer and/or take actions to resolve an issue. We’re excited to announce that we’ve expanded the team that engages directly in our Help & Support Forum.

If you’ve been around the forum for some time, or if you’re just getting started, you may have noticed some responses come from “Official Employee” users. The existing group of “Official Employees” comes from a number of internal teams including Care; Strategy; Product; Field Technicians; Leadership; and an extensive list of other functional areas within our organization. We appreciate the expertise and specialized knowledge these employees share and we’re also excited to grow our internal group here to support customer care issues.

If you would like to engage with these employees, we ask that you please start by posting your questions publicly first. Someone from one of our teams will be along shortly to reply. They will invite you to send us a direct message if needed when they are able to assist. This ensures all customers participating here receives assistance equitably and all users remain in adhering to our posted Xfinity Forum Guidelines and our Xfinity Forum Acceptable Use Policies.