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user_nfyz1n
1st Topic

Visitor

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2 Messages

10/07/2026 4:49 PM

Is my case still open?

Hello,

I am requesting clarification regarding my Xfinity case. I have been trying to resolve this issue since last Wednesday and have already spoken with two supervisors who told me they would review my recorded call and follow up with me.

one on October 1st and October 5th.

I never received those callbacks. This morning, I received a message saying my cases were closed, but when I contacted Xfinity, I was told they were “closed” while also being told they were still being reviewed. I’m very confused and concerned. 

Please confirm in writing:

  • Is my case still being investigated?
  • What is the current case/escalation number?
  • Has my recorded call been reviewed?
  • Which department is currently handling my case?

I need a clear answer because I do not want to continue being transferred between departments or repeatedly explain the same situation.

Thank you,

Taliah [Edited: "Personal Information"]

Question

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Updated 

7 hours ago

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XfinityAdrienne

Official Employee

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2.4K Messages

7 hours ago

Good Morning, @user_nfyz1n! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I do apologize for the experience with getting your concerns, and callbacks, it certainly is not what we want for our customers. I would be more than happy to dive into the account specifically and provide the details. Can you please send us a DM with all the details? 

 

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 forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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