Can't get resolution

I've called multiple times to get a cable drawn thru am existing conduit for internet. They keep sending people to survey and dig. That's all done. It's Bern almost 2 months of this. Why can't I get someone to get this completed?

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CCSheila

Retired Employee

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1.1K Messages

3 years ago

@user_a3d0f9

Hey there! I'd love to help.

Please send me a private message with your name and address to get started.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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user_a3d0f9

6 Messages

@XfinitySheila I don't see a bell icon. I look to be logged in.

3 years ago

0

XfinityPeterH

Official Employee

•

2.7K Messages

Here is the step by step process along with an example.

(Full credit to @BruceW for this excellent explanation!)

"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 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

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

0

XfinityPeterH

Official Employee

•

2.7K Messages

Thank you for letting us know and for the direct message. We are here to help. Let's investigate your account and see what is going on. To get started do you mind providing us with your full name and the complete service address please?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

0

Again

Expert

•

33.9K Messages

3 years ago

@user_a3d0f9

You posted your information in public instead of private. Again, here are the instructions for sending a direct message:

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line not the Employee's name

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

• Press Enter to send it

0

Customer Service

user_a3d0f9

Can't get resolution

CCSheila

user_a3d0f9

XfinityPeterH

XfinityPeterH

Again

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