A human to talk to

@XfinityChristy​  there is no way to send you a direct message. Your whole system is setup to confuse and frustrate the customer. I’m not the only customer with this issue. It’s all over this site, other sites, and social media. 

@user_hmltmd​ 

To check if your direct messaging is turned on, click on your Profile Avatar in the upper right corner and then on Profile Settings.  Scroll down to the bottom of the page and if Opt Out From Direct Messaging is checked uncheck it and then click on Save. 

When signed in, please try this link for direct messaging: Forums Direct Messaging

I have that on and still can’t get a hold of anyone or send a direct message. 

Why can't I speck to a live agent ?

Hello @mcmurrayeugeneb, we would be glad to assist. Can you provide us with details about your issue to better understand your concerns? 

@user_hmltmd​ 

And no one every followed up on this 

Did you ever send that DM?

If you couldn't find it, it's in the upper right hand corner and looks like this:

Good morning, @user_hmltmd! Sorry to hear that you feel attacked, that was not the intention. This post was not connected to your private message, so it appeared on our end that it was unsolicited. That goes against the forum rules, and we were simply pointing it out as is our policy in the event we receive unsolicited messages. Apologies for the confusion!  I see that we also answered your question in our private response in the rest of the exchange in your screenshot by providing a link and an offer for further assistance. For anyone wanting those details to help with changing a username, it was as follows :

"Thanks for reaching out to us we do apologize for any inconvenience you had with our chat assistant, if there's a service interruption in the area that will be listed on our awesome Xfinity app. If there's no service interruption and you're having connection issues our chat assistant will go through some basic troubleshooting steps remotely to see if that can be fixed.

This link https://www.xfinity.com/support/articles/how-to-change-your-username has great information on how you can change your xfinity or me

Can you give me a little idea of what's happening with your services and if you're seeing a service interruption in your area?"

If you still need a hand with anything, feel free to let us know here or in the private messaging conversation we have open. Thanks!

Can you please explain to me—and to the rest of the forum—how we’re supposed to send you a direct message, as requested, without violating community standards? We finally get the system to work, and then we’re told we’re going against the rules. I’m honestly lost.

Your company has countless people begging for basic customer service. It’s ironic that when we manage to send a direct message—just another attempt to get help—we receive what feels like a combative warning about not following your standards. My message was simply: “How do I change my username?”

If this was an automated response triggered because my message wasn’t tied to an open forum question, I recommend rethinking that approach. Don’t send threatening or combative auto-replies to your customers. Also, if it’s truly an automated message, why is it showing as being sent by a user named “XfinityOrlandoM”? That’s misleading and makes it seem like a real person sent the reply.

Even better, have a human—something many of us have been asking for—read and respond to simple requests like a username change. If the system can’t process such a basic question, maybe it’s time to reconsider how your automated responses work.

@SisterLupita​ 

After making an original post [starting a new thread] and explaining your issue, most likely an Official Employee like XfinityChristy in one of your older posts, will request that you send a direct message and will give the instructions on how to do so.  If you send a direct message before being asked you're in violation of our Guidelines and Acceptable Use Policy.  If you send that DM to the employee's name, it won't be answered.  In their DM instructions they tell you to send to Xfinity Support.  A lot of people don't read all of the instructions and wonder why their DM isn't being answered.

Username requests can be posted here or in our Getting Started forum.  Only the Administrators can change a forum username.

I hope that clears up the DM mystery.

Thank you — it helps to know I’m not just imagining this. I’ve already tried to cancel, which is the call I’ve been waiting to make for months. Every time the service goes out and I call, I get transferred without warning to another department. Unfortunately, there’s no other provider in our area, and I believe that’s why they get away with it.