I was told to start a new topic

Thank you user_x33wp7, very much for your post. I will be happy to pull up your account, and to assist further. I do see the direct message you have sent us, I will go ahead, and respond there moving forward. 

@user_x33wp7 @XfinityJon 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.

Please see this post about direct messaging the support team;

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