How to chat with a live agent

I was told I was going to get the installation fee waived , and it's still on my bill 

Hey there user_x3ccc5! I would be happy to assist you with your billing concern. In order for me to review this more carefully and assist you better, I would need some additional information. 

Please send us 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 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.