chat in app

@hsciii​

well i did post my issue. Chat never connects me to an agent. Just says we are connecting you. then nothing happens. 

Did you have an issue you wanted to discuss with the agent?  If so, you can post it here.

@hsciii  Thanks for letting us know. Sending messages on the forum is not a live chat. Consider it more like sending and receiving emails. I see we did reply to ask for the service address. Send us another direct message so we can continue securely. Here's the detailed steps to direct message us:
 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

I am confused. You are a service expert but you also have access to my account information? Thanks, not meaning to be rude just curious how this works giving personal info. 

@hsciii, Hello! I completely understand the concern, and I want to clarify how the process works. We can only access a customer’s account after they join us in a private message. Until you provide your account information in that secure space, we do not have access to any of your details. When you ask questions related to your account, we aren’t able to look anything up until we’re in direct messages, and you share the information needed for us to pull up your account. Once you provide that, we’ll go through a quick authentication process with you before we can discuss or share any account-specific details. This is all to keep your information safe and secure.