XfinityJessie's profile

Administrator

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4.4K Messages

Thu, Feb 25, 2021 8:00 AM

Welcome to the new Xfinity Forum

We are excited to announce that in March 2021, after more than a year of diligent work, the Xfinity Forum updated platforms. The Xfinity Forum was always intended to be a place where our customers can participate in a thriving peer-to-peer community and, if needed, receive assistance from employees. This update will help us to better realize those goals.

 

We have worked hard to ensure that most forum functionality remains mostly unchanged. You will still be able to author posts, reply, and send/receive private messages. For a full list of feature updates, see here. We would like to call out that the major platform changes include:

 

  • Authoring a post – The look of the page when authoring a new post or reply has changed but you will still be able to have the same features and functionality as before. The major change to note is that you will be able to choose what forum Category/Service and topic where you would like your post to live in the forum.

*Please remember that your “macro”/”canned messages” will still be set up and managed from your forum profile settings.

Before:

ComcastJessie_0-1614290531589.png

 

After:

ComcastJessie_1-1614290531614.png

 

 

  • Replying to a thread – You will still be able to reply to any open post, however instead of being redirected to an “author a post” page, you will be able to reply to a post in-line the thread itself. This change should make replying much easier for anyone wanting to participate here.

Before:

ComcastJessie_2-1614290531620.png

 

After:

ComcastJessie_3-1614290531623.png

 

 

  • Identifying a Solved thread – You will notice that when you see threads in list format a thread that has a marked Solution, it will look a little different

Before:

ComcastJessie_4-1614290531627.png

 

After:

ComcastJessie_5-1614290531629.png

 

 

  • User profile page – When viewing your own or another user’s profile page, you will notice few differences but all the information there will remain the same. The major change is you will find it much easier to message another user and follow users you are most interested in.

Before:

ComcastJessie_6-1614290531643.png

 

After:

ComcastJessie_7-1614290531653.png

 

 

  • Private Messaging - In the past each private message was seperate. Now, you will notice your private messages thread together similar to a text message chain. This should make it very easy to see the entire history of private messages between you and another user. Private messages with any user are easy to initate by clicking the "message" icon ComcastJessie_1-1614291072817.png .

*Note*: You will also notice an easy way to deny any private messages or accept if you want to engage directly with that user. 

 

Before:

ComcastJessie_0-1614290943048.png

 

After:

ComcastJessie_2-1614291192811.png

 

 

 

With the launch of the new platform we welcome your feedback. We would like to use this thread to answer questions about changes that may have been made, as well as, identify, prioritize, and address any bug issues for things that may not be working as expected.

 

If you choose to help us by reporting “bugs” with the new redesign, we ask that you provide the following information.

 

Issue Type (Design or Functionality):

Brief Description of Issue:

Hyperlink to Issue Location:

Browser Info (Please Include Version Info):

Screenshot (Optional):

 

With your help we’ll continue to make the Xfinity Forum a positive and helpful environment for all our customers.

 

Thank you!

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 a reply as the Accepted Answer.tick

Responses

JulianR1

Contributor

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99 Messages

6 m ago

Can we go back to the old theme? I liked the old theme better. This one is just, well not very 'pleasing' design wise. The old one was much better and easier to navigate.

Note: This comment was created from a merged conversation originally titled Not a question but more so feedabck
commanguy

Gold Problem Solver

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5.9K Messages

Agreed. Also the Peer to Peer messages is functional but if you reply or post one each time you go into a forum section it keeps showing that you have a message.

And even if you read it the notification indicator still shows.

JulianR1

Contributor

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99 Messages

Just realized this is in the wrong section... BUT since I have been inactive for a little bit and I am new to the redesign.. i guess it fits. Xfinity, Please give me an option to go back to the old version, so many things are broken, and its like facebook and twitter had a kid. Dircect messages look like a merge between the two. Even dell and AT&T have better support forums, heck so does DSLReports. Which I highly recommend btw

JulianR1

Contributor

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99 Messages

6 m ago

Brief Description of Issue:


I really don't like this, Can you give an option to revert to the old theme? Not as many settings can be changed, image previews are broken, Feels too modern and feels forced.

Issue Type (Design or Functionality):
Design and Functionality

Browser Info (Please Include Version Info):


Browser: Firefox Developer Edition (same as regular firefox, just lighter weight) V. 87.0b9 (64-Bit)

Hyperlink to Issue Location:
https://forums.xfinity.com/conversations/your-home-network/continuous-disconnects-modem-reboots-please-help/602dafccc5375f08cd17a989



Please revert back to the old forums now. They were much better, and a redesign was not needed.

commanguy

Gold Problem Solver

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5.9K Messages

6 m ago

This new design/software has some big problems. At times the Peer to Peer messaging fails to re-load if you move from that to a forum thread.

Tried mentioning that earlier and got a "failed to post comment with error code 431" before this attempt.

Seems like you have to log out and log back in at times to get these things to work.

And that is using either Firefox or Edge on Windows 10

Hopefully this comment posts.

Again

Expert

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26.4K Messages

6 m ago

Something I'd like to see is when you reach the bottom of a page, and you want to go to the next page, it should land at the TOP, not the bottom making you have to scroll up to the top.  Simple coding insertion.

BruceW

Gold Problem Solver

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22.9K Messages

6 m ago

Something I'd like to see is when you reach the bottom of a page, and you want to go to the next page, it should land at the TOP, not the bottom ...

Six or seven thumbs way up!!! Also, please put the paging links across the TOP of the page as well as the bottom. It's absurd to pull up a multiple page thread, like this one, and then have to scroll all the way to the bottom to page forward, only to scroll back up again to reach the most recent posts. Ugh!

Also: this version of the Forum software allows me to Like my own posts. Not good!

And: when I reply to a thread, the Forum software marks that thread as "Unread". Since I've already read the message I just posted, it's annoying to have to read it again to clear the thread "Unread" status.

Please fix!

(edited)

commanguy

Gold Problem Solver

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5.9K Messages

6 m ago

Not sure how to really explain this. But concerning the Peer to Peer messaging service has some issues yet.

I noticed today that logged into the My Account page on the web I opened up the forums and after signing in it popped up that message about the conversations did not load. I could click on the icon but nothing loaded. Logged out of the My Account page, went into the forums and they worked again.

Also every time you post, or receive, a message on that every time you go out to read any forum posting the Icon has the Red Dot indicating a message is unread. Go in and read the post, go back to the forums and Red dot pops back up.

BruceW

Gold Problem Solver

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22.9K Messages

6 m ago

Above I wrote: ... Clicking "New Solutions" / "View More" or "Latest Topics" / "View More" on https://forums.xfinity.com/ runs a search, and the posts in the search results look the same whether the posts displayed have been read or not. ...

This appears to have been corrected. Search results, including "New Solutions" / "View More" and "Latest Topics" / "View More" now seem to be in a bolder font if they contain UNread messages, and a lighter font if not. Thank you. This makes the Forum much more useful!

The Lithium/Khoros forums had this, and went one better: not only did the previous Forum version remember which threads had unread messages, but clicking the link for one of those threads took you directly to the first unread message in the thread. You didn't have to scroll up and down trying to figure out where you left off, the Forum took you right where you needed to go. If the Sprinklr based Forum could do likewise it would be a worthwhile improvement.

Also: I notice that the Forum editor toolbar (finally!) has a "Insert canned response" item. Again, thank you.

(edited)

jav6joev

Gold Problem Solver

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2.2K Messages

6 m ago

"Community Mailer" notifications continue to end up in my comcast.net SPAM folder, no matter whether I look in my desktop Outlook or the web mail at https://connect.xfinity.com.  I've tried marking both as 'not spam' but that doesn't change them from falling into SPAM.

TerriB

Contributor

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3K Messages

6 m ago

Me too.....all community mailer emails end up in my spam folder on webmail and in my junk folder in my Outlook 2016 on my desktop. I have made up several rules on Outlook for it to not be blocked as spam and to always move these emails in my inbox but nothing works. What in the world???

andyross

Gold Problem Solver

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7K Messages

6 m ago

Using the Comcast webmail interface, you need to find it in the SPAM folder, and then add that address to your Comcast Address Book.

jav6joev

Gold Problem Solver

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2.2K Messages

6 m ago

I'll try adding forums@alerts.xfinity.com in my address book, but that doesn't explain why it is being treated as SPAM, since the Forum update.  Other emails I receive are from addresses NOT in my address book and they are not treated as SPAM.  Sounds like this is a 'patch' to cover a bug.

BruceW

Gold Problem Solver

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22.9K Messages

6 m ago

I'll try adding forums@alerts.xfinity.com in my address book ...

"UnSpaming" an email address is described in https://forums.xfinity.com/conversations/email/how-to-prevent-email-from-going-to-the-spam-folder/602dafffc5375f08cd1ec7b9. Of course, that doesn't tell us why Comcast/Sprinklr didn't set up the new email sender so that it wouldn't be considered spam, or why they have allowed this to continue for so long. Neither does it explain why notifications no longer carry the "Xfinity Verified" logo (see https://www.xfinity.com/support/articles/comcast-verified-email).

(edited)

BruceW

Gold Problem Solver

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22.9K Messages

6 m ago

I am not receiving Forum "reply" notifications. I get them via the "bell" icon and email for "comments", but not for "replies". My profile Notification Preferences have Email and Platform selected for all categories. Could someone check on this for me please?

(edited)

fedup978

Contributor

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243 Messages

6 m ago

While I always look forward to "new and improved" I find that this new forum is now the hardest thing to use, requiring many more keystrokes to find things, overall format with the big picture at the top of almost ever page instead of content which is what I am looking for.  I would think that the majority of people using forums are looking for or responding to items and do not care about how pretty it looks.  This is MHO but I don't think that I am going to be using it going forward.  I know my opinion is not going to matter much, but again I find this improvement to be nothing but a major step backwards.   BTW  I also noticed that any replies to input continue to go into the "SPAM" folder of email, which never happened before the "new and improved version.
I have also been getting this error when trying to put a comment into a thread,  "Request failed with status code 431"

Note: This comment was created from a merged conversation originally titled Forum issues daily

Official Employee

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293 Messages

Thank you for taking the time to reach out with your feedback. I will forward your concerns. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here 24/7 for your convenience! We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more! Please have a safe and healthy week!

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 a reply as the Accepted Answer.tick
fedup978

Contributor

 • 

243 Messages

Where was this forwarded too?  Which area of the forums?  I got an email that went to the spam folder again and everything has a line through it so I am not able to view the issue that I created nor any of the replies.  The only way I can see anything is to go to the little bell in the right corner for in-app notifications .  I find this new forums to be a giant black hole for items.  BTW was any testing done before releasing this version?  Yes I find it very frustrating.

fedup978

Contributor

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243 Messages

Okay 17 days later and still no reply as to where this has been forwarded too.  If comcast wanted to get customers to not use the forums then why put your customers through this mess that you created, you should have just closed it down.   Continuing to shake my head at what I see from this company with the lack of customer focus.  You have been successful in getting me to no longer use the forums.  you can put this posting into the "black Hole" that my others have gone into.

Official Employee

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320 Messages

Hi, @fedup978! Thank you for taking time out of your Saturday to knock on our virtual door, here, at our forums page for help with the email concern! I am sorry to learn that we have made you feel this way when reaching out on this platform. I can understand how inconvenient it is to have emails go to your spam when they shouldn’t be. We can certainly research this further for you as we are committed to providing our customers consistently with superior customer service and support. The great thing about working with us on this platform is the work we do is saved in writing and it's easy to follow up. We try to take advantage of this to put your experience first. To further assist, please send us a private message with your name and address by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message.

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 a reply as the Accepted Answer.tick
TerriB

Contributor

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3K Messages

6 m ago

Something is very wrong with the community email delivery process for sure. I am getting them but they are all in my junk folder. I have tried every kind of rule to have them show up in my inbox but nothing works. This anomaly has been reported by many but not commented on by any moderator. 

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