Emergency Wires down who to call?

I do not see any chat icon in the upper right with a paper icon. How do I contact anyone? 

@user_5d0234  To send a direct message you may need to:
 

 Click "Sign In"
 Click the "direct message" 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 already signed in. There is no direct message icon anywhere. 

There is a conversation icon and an alert icon. Nothing else. Conversation doesn't do anything. It just redireects me to here. Your actual website has no way to contact except thru a conversation with a robot, that keeps redirecting me to some other system. 

Where is the direct message???? How can I message a human being  here. I have a downed wire. I am signed in. There is NO direct message icon anywhere. I am a software programmer, so I know how to use websites, but there is no director message anywhere on this site.