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user_25c9av
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4 Messages

Saturday, January 11th, 2025 11:03 PM

Fraud reps telling me my account is updated then not pushing changes through

I have email communications saved I have rep chats saved I have been trying to update my account for months have been told it is updated for it to continue to not be updated. Have spent over 10 hours on the phone have tried to update myself online have saved conversations on email and the chat confirming updates. How is this legal? I want my account my updated immediately 

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23 days ago

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XfinityBenjaminM

Official Employee

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1.8K Messages

24 days ago

 

user_25c9av Hello! Thank you for reaching out to us here and we are sorry to hear that you're not having a good experience with us. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 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

 

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user_25c9av

4 Messages

There is no direct message in the upper right corner. Can your provide link to where I can direct message.

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24 days ago

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XfinityJosephA

Official Employee

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1.6K Messages

user_25c9av on this platform there's no direct link to share. But the icons will display when you're signed in and the device you're on may be why you can't see it. Are you on a Mobile device or PC? The direct messaging icon is next to the bell icon on the right side of the page. 

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

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23 days ago

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user_25c9av

4 Messages

I am on an iPhone and there is no bell icon. So again appears like I am not going to be assisted with updating my account. I don’t know how else I can get this done. The phone doesn’t work the online chat doesn’t work this forum doesn’t work. I can’t do it on my own in my account when updating my service. Can I please be provided and number, contact, email, that actually has someone that can update my account as I have been repeatedly told. Please advice on next steps - thank you.

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23 days ago

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XfinityBrianH

Official Employee

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1.1K Messages

 

user_25c9av If you are unable to send us a direct message we can be reached by phone at 1-800-934-6489 or you can reach us by chat 24/7 at https://www.xfinity.com/chat/. 

 

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

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23 days ago

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user_25c9av

4 Messages

That did not help I’ve already done both those steps. The phone said my account was updated then it wasn’t. Same with the chats do I need to post the transcript? I need a solution not the same thing I’ve already done a dozen times.

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23 days ago

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