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Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Good day user_wlzh0m 👋 I appreciate you coming to our community for help, and you're in the right place! While we hate to lose you as a member of the Xfinity family, we always want to ensure any request you have is handled as smoothly as possible. If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be happy to help with this.

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (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,

How to: Direct messaging within the forum | Xfinity Community Forum