Visitor
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28 Messages
Asked for help via message, received veiled threat instead
I logged into my Xfinity Community this morning to see that I had an old direct message that I never saw. It was regarding an issue that had been previously resolved. I am having a new issue, so I simply decided to respond there. I received the following message from someone: "As a reminder, sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges. We never want to get to that point with any user so we recommend reviewing those guidelines thoroughly". "Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference."
I do not appreciate as a customer for years, the implication of being kicked off the forum for accidentally not following your rules. Is this how you treat customers? Apparently, yes.
The ultimate irony? Had I posted the message here first about the current problem I am having, I would have been instructed to send a private message. I even included my full name and service address in my private message knowing I would be asked to verify myself via text message, so to my knowledge, I was following the rules. You should treat customers will more respect rather than assuming they are intentionally not following the guidelines.
XfinityDena
Official Employee
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4K Messages
1 hour ago
@tennisace01 I am sorry for how our response to your private message made you feel. We do have guidelines in place on the forums. Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges. We never want to get to that point with any user so we recommend reviewing those guidelines thoroughly. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, but I look forward to further assisting you.
To update where Xfinity sends emails, you need to change your preferred contact email address in your account settings via the Xfinity app or website, while also managing your notification preferences for specific communications like billing or mobile updates. https://www.xfinity.com/support/articles/update-account-preferences
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tennisace01
Visitor
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28 Messages
52 minutes ago
I explained the problem I am having very simply, and you have misinterpreted it. As stated, I updated my email address in May 2025. While I get billing/log in related emails to my current address in the system, marketing type emails still go to my old address. For instance, I got an email about Xfinity membership (previously Rewards) this morning to my old email instead of my current email in the system. This has happened for months. This means, somewhere in your system, it is still using my old email for certain emails from Xfinity. The current email in my account is already correct so there is nothing for me to update/change. The problem is on your end.
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tennisace01
Visitor
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28 Messages
20 minutes ago
While I can't say an exact frequency, I would say occasionally. While all billing, log-in, account changes type emails correctly go to my email address on file, it seems marketing type emails, and rewards type emails go to my old email address. Even though both of us are seeing my current email in your system, it stands to reason that somewhere in your system, for certain types of messages, it is still using my old email address.
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