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Hi there, @user_c4212a! 

 

You have to make a public post (which you've just done!) before the direct message option will show up, so you should be able to do so now :) 

 

It sounds like you may already know how to send the direct message, but just in case, here are the instructions to do so: 

 

 

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

orhttps://forums.xfinity.com/direct-messaging

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •- An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.