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Hello user_muwyie. I appreciate you coming to our community for help with your situation, but more than anything I'm so sorry to hear about the damage done to your home by the tornado. Above all I hope you and your family were unharmed, and I'm wishing you the best of luck as you move forward from this.

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 more than happy to look into this for you.

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