How to Direct Message

Greetings, @user_z175oh! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about your voicemail. You have definitely come to the right place for assistance.

In order to send a direct message to one of us here on the forum, you need to create a new public post first, which you just did. You should be able to send us a direct message now without any issues. Our good friend, @BruceW, created this excellent explanation for us.

To send a private message to Xfinity Support from any Forum page:

• Click "Sign In" (if necessary - there will be a visible prompt)
• Click the "Direct Messaging" (square speech bubble) icon
• 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 will appear. Select "Xfinity Support" from that list.
• An "Xfinity Support" graphic should replace the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

See https://comca.st/3kYXwkR for an example

I don't see a direct message text bubble either.

Need a post to Direct Message.

@symphony1993 

Heve you seen the post above yours ? Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines.

Please see this post about direct messaging the support team;

https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478  

I would like to have a direct message option to report an agent as well as report an entire 10 day issue which was finally resolved yesterday. 

Your customer service team is [Edited: "Language"]. I spent 10 days trying to resolve an issue, and spoke with 8 people during this time frame. The first 3, told me they resolved it, yet 10 days later, I spoke with someone else who said they never did anything. 

I spent 3 hours and 15 minutes on the phone yesterday with your customer service reps. All of which were unwilling to assist, were argumentative and kept transferring me from one person to the next, as they didn't want to deal with the issue. 

Particularly, I spoke with Rain, who told me her employee number was [Edited: "Personal Information"]. She had to have been the most condescending, rude, "supervisor" I have ever had to speak to. Not only did she interrupt me and talk over me the entire time I spoke to her, but she also kept talking down to me, arguing with me, and told me she was not willing to help me. I then asked her to transfer me to her supervisor. She refused to do this, told me there was no one higher than her, and I asked repeatedly to transfer me to her supervisor, to which she sat on the phone IN SILENCE, while I kept saying "hello? hello? please transfer me. HELLO" and this went on for around 5 minutes where she would just ignore me speaking to her. She then transferred me without saying goodbye, or anything else. 

The gentleman I spoke to after this altercation was AMAZING. His name was Alexander and his employee number is [Edited: "Personal Information"]. He was the most helpful, kindest person and he surely deserves a raise. 

You guys need to get better customer service representatives who 1. Do their job when they say they are going to. I should NOT have to speak to 8 people regarding the same issue, for them to tell me nothing was ever done. And 2. So called "supervisors" who are in absolutely NO position to be even working in customer service. Rain was truly the most disgusting person I have ever spoken to and needs to not have any sort of job in customer service.