XfinityJessie's profile

Administrator

 • 

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

andyross

Gold Problem Solver

 • 

7K Messages

6 m ago

Are you sure you put the address in the COMCAST address book when accessed through their web site? I have been getting the messages ever since doing that. See my post about 4 posts back.

TerriB

Contributor

 • 

3K Messages

6 m ago

andyross   I assume you were talking to me about the address being put in the webmail address book. Oops....I added it to my Outlook address book and forgot about webmail but its done now so hope that takes care of it. Thanks for the nudge. I think its fixed on my end now.

Since we cannot reply on here to individual posts we can't tell who is talking to whom.  I don't like it that way but looks like we all need to address the person we are replying to to avoid confusion.

 

Again

Expert

 • 

26.4K Messages

6 m ago

@TerriB Using the @ tag like I did with your name notifies the person you're responding to them specifically.  I hope how soon we get the quote function back, too.  ::: drumming fingers on table and tapping foot :::

TerriB

Contributor

 • 

3K Messages

6 m ago

@Again   Yes I used the tag when responding to andyross but he didn't use it when he replied to me and thats why I mentioned addressing the person we want to reply to when we comment and I should have said 'tag'. The quotes are there by the way but I am not sure what they do because its called 'blockquote' and I am afraid to try it....lol

.

(edited)

Again

Expert

 • 

26.4K Messages

6 m ago

@TerriB 

The quote symbol is there, but doesn't work.

Actually, there are a lot of features not yet rolled out, which all the Experts are mentioning to Jessie; we have a nice long list, and some of those features are slowly being rolled out.  Be patient, although Rome fell quickly, it wasn't built in a day.  😉

BruceW

Gold Problem Solver

 • 

22.9K Messages

6 m ago

... The quotes are there by the way but I am not sure what they do ...

The Quote toolbar item seems to just insert a faint grey vertical bar symbol. Until such time, if any, as they fix it, I use it like this:

  • start my reply by pressing Enter to insert a blank line
  • return to that blank line and click " to insert a vertical bar Quote symbol
  • copy the text I want to quote and paste it after the vertical bar Quote symbol
  • arrow down below the quoted text to type my reply

It's clumsy, but seems to work.

(edited)

Audiomixer

Contributor

 • 

17 Messages

6 m ago

I have an HBO MAX and Hulu app question.

There are certain shows that only show up as stereo Dolby Digital when the description says 5.1 surround. Only certain show not all.

However, when I switch to my Roku, those same shows appear in 5.1. Any explanations?

This comment has been converted into a post

Contributor

 • 

25 Messages

5 m ago

PLEASE PLEASE fix search so we can at minimum filter to particular forum area!!! 

BruceW

Gold Problem Solver

 • 

22.9K Messages

5 m ago

Email addresses as Subject lines

Does anyone understand why we're seeing so many posts with an email address as the Subject line, like https://forums.xfinity.com/conversations/x1/dmfountain99gmailcom/606fdb1fcc0238783d0f112d? (The page has since been removed). I don't recall this being much of a problem in the Lithium/Khoros forums. Emails in message bodies, yes, but as Subject lines? Isn't their some programmatic way for Sprinklr to prevent this?

Also, when we encounter these, how are we to report them, since the Forum no longer seems to offer a way to do that?

(edited)

BruceW

Gold Problem Solver

 • 

22.9K Messages

5 m ago

Private Message / Peer-to-Peer Chat Problems

  • Employees are in the bad habit of telling customers to "search for Xfinity Support". Unfortunately, the only Search function in P2PC searches messages that a poster has previously sent or received. The "search" advice is therefore useless and frustrating for posters who have not previously communicated with Xfinity Support.
  • The New Message icon in P2PC has no "mouseover" help text. And employees hardly ever mention that it's necessary to click the icon to bring up the "To:" line.
  • If somehow a user clicks the New Message icon, the "To:" line that appears prompts them to "Type the name of a person". But if users follow that prompt they'll never reach "Xfinity Support". Since users need to type "Xfinity Support" and not the name of a person, the prompt is, again, useless and frustrating. The text should be changed to something helpful, or removed altogether.

BruceW

Gold Problem Solver

 • 

22.9K Messages

5 m ago

@lcarydenver wrote: PLEASE PLEASE fix search so we can at minimum filter to particular forum area!!! 

On almost any Search Results page (I think!) you can click Advanced Filters, set Conversation Type = Posts, then click Topics. Just select the topic areas you are interested in. The Topic names can be misleading. Here's a list of the names and the [category] they belong to:

Mobile Apps   [Xfinity Knowledge Base]
TV                   [Xfinity Knowledge Base]
Xfinity Stream Website   [TV]
Phone             [Xfinity Knowledge Base]
Guidelines       [Community Center]
Accessibility    [Customer Service]
Announcements [Community Center]
Xfinity App      [Mobile Apps]
Xfinity Connect App [Mobile Apps]
Email               [Internet]
Devices and Equipment    [Home Security]
Home Security & Control [Xfinity Knowledge Base]
Xfinity Home App             [Mobile Apps]
Sign-In and Account Management [Customer Service]
Channels and Programming [TV]
Your Home Network         [Internet]
My Account                      [Xfinity Knowledge Base]
Rules and Automations    [Home Security]
Flex                    [Flex]
Getting Started  [Community Center]
Billing                 [Customer Service]
X1                       [TV]
Customer Service [Customer Service]
Internet              [Xfinity Knowledge Base]
Home Phone Service & Equipment [Phone]
Xfinity Communities App   [Mobile Apps]
Xfinity My Account App     [Mobile Apps]
Home Phone Features       [Phone]
On Demand           [TV]
Non-X1 Service      [TV]
Xfinity Stream App [Mobile Apps]
Xfinity Mobile         [Phone]

(edited)

andyross

Gold Problem Solver

 • 

7K Messages

5 m ago

Another usability issue is that links are not automatically created. You have to use the link icon in the bar at the bottom to create an actual clickable link.

BruceW

Gold Problem Solver

 • 

22.9K Messages

5 m ago

The "Ask a question" / "New post" prompt text needs to be revised. "Title" and "Enter title here..." are too vague. What does "Title" mean? Books and magazine articles have "titles", discussion forum messages have "Subjects".

Too many posters are entering their names or their email addresses as the "Title". "Message Subject" might be a more intuitive name, followed by text that suggests what to enter there, so that users realize what they should enter is a version of "Here's what my message is about".

(edited)

Again

Expert

 • 

26.4K Messages

@BruceW, I have mentioned that to Jessie and I think it's in our long list of requests of things that need to be "fixed", along with the quote function.  I have no idea how long it might take to change that, or if it will be changed at all.  I totally agree with you about it being confusing for customers [isn't the form similar to email???].  Sprinklr moves just as slow as Khoros, it seems.  ☹

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
EG

Expert

 • 

89.1K Messages

Slower.......................................................................

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
BruceW

Gold Problem Solver

 • 

22.9K Messages

4 m ago

EG

Expert

 • 

89.1K Messages

I flagged that post to be edited by an admin. It's temporarily hidden. Thanks for reporting it Bruce !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
BruceW

Gold Problem Solver

 • 

22.9K Messages

4 m ago

EG

Expert

 • 

89.1K Messages

Got it. Thanks again Bruce !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

New to the Community?

Start Here