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user_298b88
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Sunday, July 7th, 2024 11:04 PM

Email address for Xfinity Customer Service?

What email address can I use to make contact with Xfinity Customer Service?

I would like to provide written feedback about the customer experience I had with the Customer Loyalty team when I tried to get a new contract discount on my monthly bill.

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8 days ago

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XfinityJohnG

Official Employee

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1.5K Messages

8 months ago

Thank you for reaching out to us here @user_298b88. There is not an email address to our customer service team available. You can check out the https://www.xfinity.com/hub/customer-experience/xfinity-customer-care-update site if you need to give any feedback on your experience. We can also assist you from here, we would just need to have you send us a direct message with the full name and complete address for your service. 

To send a direct message [private message]:

   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

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Al9

New Poster

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7 Messages

I tried to send a message through that "Direct message" thing but it doesn't provide me with any xfinity/comcast email address to send anything to! Nothing appears but me, when I type "Xfinity Support": no email address appears. lol Sending a Comcast message to myself doesn't help/support anything (obviously).

And of course the Chat and AI "Ask Me" is pretty much always a fail in helping anything.

(edited)

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2 months ago

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XfinityThomasA

Official Employee

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2.1K Messages

 

While we have no email address to provide, Al9, we are experts in all things Xfinity and can help out here. Our chat format acts just like email where the recepient may repspond right away, or it may take some time. Plus all the info is saved on avialble on both ends. Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
 
Here are 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 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

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2 months ago

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Al9

New Poster

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7 Messages

@XfinityThomasA​ 

No drop down list appears. I type the entire "Xfinity Support" and click send and "Mail has no recipient" is all that appears. And there are no contacts in my direct message "Contacts".

(edited)

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2 months ago

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XfinityThomasA

Official Employee

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2.1K Messages

 

Oh no! Al9 - Are you signed when attempting to message us? Have you tried clearing cache and cookies on your device or attempted from another device?

 

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

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2 months ago

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Al9

New Poster

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7 Messages

@XfinityThomasA​  Yes. I sign in to my account then click on that envelope at top right to open the messaging, I can write a message but I don't get any comcast/xfinity address to send it to. Yes I've cleared the cache and my browser auto clears the cookies when it closes (which it did while I was writing the email). I don't have another device to log-in to do the messaging.

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2 months ago

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user_w7i7ag

1 Message

5 months ago

How does an internet company who host email service not have its own email if it’s not safe enough for your company how is it safe for the customer

1

XfinityOrlandoM

Official Employee

 • 

1.8K Messages

@user_w7i7ag

 

Thank you for reaching out to our Xfinity forum platform, , it’s great we can connect this way! This link  https://www.xfinity.com/support/contact-us has great information how to contact a Xfinity agent. We can also help with any and all your concerns via this platform. Can you give me a little detail on how we may assist you?

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

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5 months ago

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user_nxzb5y

1 Message

2 months ago

I would like to send a written message to support about a problem I am having. I don't have a smart phone, and their is no Direct Message icon on this page viewing it on my computer. How do you send a direct message from a computer?

1

XfinityBenjaminM

Official Employee

 • 

1.8K Messages

 

user_nxzb5y Can you please elaborate on the issues you're having? We'll be happy to help.

 

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

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2 months ago

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Reddogie1

Visitor

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2 Messages

2 months ago

I cannot find an email address as well. As low income seniors, we are devistated to lose our local sports stations, San Francisco/Sacramento.

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XfinityJanelle

Official Employee

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1.4K Messages

Hey @Reddogie1 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the loss of sports stations. I would be more than happy to offer my assistance looking into this further for 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":
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



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

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2 months ago

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PWK87

1 Message

1 month ago

I do not see any DM/PM icon at the top of the page and https://forums.xfinity.com/direct-messaging redirects to the root forum page. Has direct messaging been removed?

1

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XfinityVictor

Official Employee

 • 

1.1K Messages

 

PWK87 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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

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1 month ago

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user_4acjsb

6 Messages

1 month ago

I am unable to activate Peacock through my Xfinity account. I spend an hour or so last night with a chat trying to get it activated. It seems like customer service are all robots. I had 3 people try and help me and ask me the same questions despite me giving the same answer to each of them. 

All I was trying to do was activate Peacock on my account. I was sent the directions multiple times. I was instructed to click the activate button. I kept telling then I do not see this button at all. I tried on my phone and in my computer no suck button appears on either. On the 3rd person I talked to they said they were activating it in their end and to wait an hour and try again. The next morning still no activate button and no way to log into Peacock. 

2

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Jmc12

New Poster

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5 Messages

Trying to inform you that in about one month’s time I could not access my Netflix feature on 3 occasions.  On 2/1/25 I could not even access it on my phone to cast to my tv. I fail to understand how we continue to receive such poor service. I am now paying $3,600 per year to have to put up with such nonsense. I had satellite for many years and believed cable would be so much better. It has not been. We experience glitches, channels not available sometimes for the whole day, flickering internet and many other problems. Despite receiving all new equipment in October 2024 we still experience problems like the Netflix problem I described as recently as this past month. Disturbing to me that it just keeps happening. Happily my other utility, electricity, does not operate the same. Can you not do any better?

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25 days ago

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XfinityChristy

Official Employee

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1.8K Messages

 

Jmc12 Hello and thank you for reaching out to Xfinity via our Community Forums today.  I'm so sorry to hear you're still experiencing these frustrating issues with your Xfinity service, especially with the Netflix access problems you've had recently.  I understand how disappointing and inconvenient it is when things don't work as expected, and how it feels like you're not getting the value you deserve, especially after switching from satellite and investing in new equipment. You absolutely deserve reliable service.
 

I want to help get this resolved for you. To best understand what's happening, could you tell me a little more about the Netflix issue?

  • When you say you couldn't access Netflix, did you receive any specific error messages? If so, could you share them with me?
  • Were you able to access other streaming apps or channels on your Xfinity box during these times?
  • When you tried casting from your phone on 2/1/25, what happened? Did the app give an error, or did the connection to the TV fail?
  • Regarding the other issues you mentioned (glitches, channels not available, flickering internet), have these been ongoing since October, even after the new equipment was installed? If so, do they happen at specific times of day, or are they random?

The more information you can provide, the better equipped I'll be to investigate and find a solution. I truly appreciate you bringing this to our attention, and I'm committed to working with you until we get this sorted out.

 
 

 

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

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25 days ago

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