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... the only option is to send a direct message to support, so I am starting this post

The Direct Messaging icon for private messages doesn't appear until you have made your first post. You should be able to see it now as long as you are logged in to the Forums (you may need to reload the page).

Please be aware that using Direct Messaging before you have been asked to do so is considered a violation of the Forum Acceptable Use Policy. See https://forums.xfinity.com/conversations/guidelines/xfinity-forum-acceptable-use-policy/602d9c64c5375f08cd574236.

If personal information is needed you'll be asked to provide it in a private Direct Message.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.