Visitor
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4 Messages
Assistance escalating a situation
I need assistance escalating an unresolved account issue to the appropriate corporate team. I have already made multiple attempts through customer service and X correspondence, including escalations, but the issue remains unresolved. I would appreciate assistance from Xfinity Support in getting this reviewed.
Thank you.
XfinityRay
Official Employee
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4.2K Messages
5 hours ago
Hi there, @user_x0rngx! We are glad to look into this with you. I know reaching out multiple times is frustrating and is not something we want either. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1….
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user_x0rngx
Visitor
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4 Messages
1 hour ago
I understand the instructions, and I have followed them. The issue is that the Direct Messaging icon referenced in those instructions is not appearing for me, so I cannot follow step 2.
I'm also not going to post my full name or service address publicly. If there is another way to establish a private conversation with Xfinity Support, I'm happy to provide the requested information and continue there.
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