H

Visitor

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1 Message

Sun, Nov 20, 2022 11:33 PM

Can't Open Chat Window

My modem shut off today and won't turn back on. I was in the middle of a chat with customer service re: replacing it when I accidently closed the Xfinity app on my phone. When I opened it back up, it put me back at the start of the window. When I ask to speak to a live agent, it tells me I have a chat in progress and to return to that window. However, I can't find where to open that window on the app or online. So now I can't 1) continue from where I was or 2) just start over with a new agent. 

Official Employee

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280 Messages

10 days ago

@user_c10be8 Thank you for reaching out on the Xfinity Community Forums. I am happy to assist you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Visitor

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1 Message

@XfinityJanelle​ None of those options exist in the App, nor does it actually answer the question. I am having the same issue right now, and there does not appear to be any way to reopen an ongoing chat window.

(edited)

Official Employee

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741 Messages

No worries!  We can take a closer look at what is going on for you.  We greatly appreciate you alerting us to this issue you are having, and we are going to work to make sure this is resolved fully for you.  Can you please take this time to shoot us a private message with your full name and service address so that we can get started?

 

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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