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Thank you so much for taking the time to reach out to Xfinity Support @user_6a31c7!  We are so glad to hear from you and want to assist in any way that we can to ensure that you're having the best experience with your service.  No worries!  You have reached out to the best team to help get things ironed out.  So that we can get started, please feel free to send us a private message with your details, and we will pick things up from there. 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://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

Concern moved here to the Billing help section.