how can i send an email to Xfinity?

Hi there,

is there a way to send an email to Xfinity? About a month ago i switche plans, and i got an email confirmation from them. To my huge surprise, today i am billed based on the same old plan. I checked my account and the old plan is still active. Xfinity reinstated my old plan, without my consent. I would like to email Xfinity, to show them the plan change, to prove that they made a mistake. It seems to be impossible to find an Xfinity email address on their website. Does anyone know their email address?

Responses

XfinityBradM

Official Employee

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915 Messages

1 year ago

Hey there, @user_fspgo5. It can be frustrating when your bill changes unexpectedly, I will pull up your account so we can review the changes together. Rest assured that you’re connected with the right team to take care of this situation. We do not have an email address but if you can send screenshots in a DM that will be the next best thing. If you could please send me a DM with your first and last name along with your full-service address, we can get started diving into the recent account changes.

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user_fspgo5

2 Messages

The billing webpage is extremely confusing. Conflicting information is posted online. I have to do a lot of work on my end to figure out the right information. For ex, my next bill is shown in amount of $125, but if i dig deeper, it says only ~$65. Then, your webpages load extremely slow in Firefox. It takes about 1hr on an average to get the right information. The customer support is worst than worst. In March, it took me over 1 hr and 3-4 reps in order to accomplish the plan change. Doing it online was not an option, as it was again confusing, difficult and with a lot of unnecessary details. Even, this: u are asking me to help you identify me in order to help me. I was logged in when i posted the question, the software should have been able to provide you will my account details. It didn't. It seems to me Xfinity is cutting costs and corners at all costs. And you are telling me that "it can be frustrating..."

1 year ago

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BruceW

Gold Problem Solver

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26.5K Messages

1 year ago

"Please send me a DM" is a request to send the information in a private Direct Message ("DM") to Xfinity Support.

From any forums.xfinity.com page:

• Click "Sign In" if that prompt is visible

• Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging

• On the DM page click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.

Instead, type Xfinity Support there. As you are typing a drop-down list appears.

• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

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

• Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. But if a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. To enable them go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.

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Customer Service

user_fspgo5

how can i send an email to Xfinity?

XfinityBradM

user_fspgo5

BruceW

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