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user_270nqu
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3 Messages

Friday, April 24th, 2026 9:31 PM

How do I send a Direct Massage to Customer Support?

On April 9th I spoke to a rep over the phone in the billing department. I asked for a courtesy credit due to the Scripps feud and due to the fact that I no longer have NBC and haven't had it for 24 days now. This person told me that when my next bill came out I would either have the station back or there would be a credit on my bill. My bill arrived on the 20th with no discount and I still do not have NBC. It was a lie. Was advised to Direct Message you to get this resolved. I have no Direct Message chat icon on the top right corner of my screen so have no way to do this. Convenient for you.

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58 minutes ago

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XfinitySean

Official Employee

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624 Messages

3 hours ago

Thanks for reaching out about the loss of channels owned by E. W. Scripps. This programming is currently unavailable as Comcast’s agreement with the network has expired. Please know Comcast pays programmers to bring you the entertainment you love, and a number of reasonable offers have been made that they haven’t accepted. Comcast is working toward bringing back this programming, but only with fair pricing, terms, and conditions for customers. I know unexpected changes to your TV lineup can be frustrating, and I apologize for any inconvenience. For more information, visit https://www.xfinity.com/facts.

(edited)

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user_270nqu

Visitor

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3 Messages

That's the same canned reply being given to everyone. I know what is going on. I asked you how to send a Direct Message. You didn't answer my question, and I was not given the discount promised.

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3 hours ago

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XfinitySean

Official Employee

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624 Messages

Sorry for the confusion! The page I shared provides some insight on credits that may be applied for this situation:

If you do not reach a new agreement, will I receive a credit?

Xfinity members who pay a Broadcast TV fee and have lost access to a broadcast network will automatically receive a bill credit. They should see this credit in their account by May 1.

On the topic of sending direct messages, per Forum Guidelines, we ask that you never send unsolicited direct messages to any employee (even to the Xfinity Support handle) or user in these forums unless specifically asked to do so. That said, the direct message icon should be to left of the notification bell and profile icon at the top right. What do you see on your end instead?

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 hours ago

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user_270nqu

Visitor

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3 Messages

@XfinitySean​ Thanks you for letting me know that I should be receiving a bill credit by next Friday - May 1st - and for putting this in writing. I'll be back for help if I don't get that discount - not sure how it will show up. As for the Direct Messaging icon, it is now there. Research tells me that you have to write a post and get a response in order for it to show up.

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1 hour ago

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XfinityRaf

Official Employee

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1.3K Messages

Please let us know if you need anything else.

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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58 minutes ago

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