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user_6ugcrs

Visitor

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3 Messages

Saturday, May 24th, 2025 12:59 PM

Customer Support Request

I did that and I am not getting any help.  What is the best method to resolve this issue, I have called support 3 times, tried this community and direct messages.  Nothing seems to work to resolve this issue.  How do I escalate this to someone who can fix this issue?

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Updated 

3 days ago

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This post was created from this reply on different post
XfinitySara

Official Employee

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1.8K Messages

10 days ago

Hello, @user_6ugcrs! Thank you for leaving a comment on this post regarding your request for support. You've come to the right place for help! Our Digital Care Team is awesome to work with because we are experts in all areas of your account, service(s), equipment, bill, and more. And it would be my pleasure to assist you today :) We've converted your comment into its own post to ensure the proper and swift handling of your particular request. To clarify, what is the issue you speak of?

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user_6ugcrs

Visitor

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3 Messages

@XfinitySara​ hi, thanks for your reply. However, I got a call yesterday morning from customer support, requesting me to return this equipment that I've never received.  I have tried three or four different methods to get this resolved, and at least have talked to somebody 10 to 15 times. Please let me know what I need to do to escalate this to resolve this problem. I really don't want another phone call at 7:00 a.m. about equipment I did not receive.

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3 days ago

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XfinitySeth

Official Employee

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123 Messages

I appreciate those details and would be happy to look into this further for you to ensure everything on your account is reflecting the way it should be 👍 To get started, please 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. To do so, click on the chat icon located at the top right of this forums page. 

To send a "Direct 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 and press Enter to send it.

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3 days ago

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