Gold Problem Solver
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27.3K Messages
Is Xfinity Support broken? Requesting admin assistance
In response to a question I posted I was invited to send a Direct Message to Xfinity Support, and did so. But there was never any response. In addition, ever since I sent that DM, the Xfinity Support icon in the DM editor's "Conversations" list has changed from a white X on a purple disk, to an all black disc:
The top part of this image shows what the icon looks like when I select a message sent to XS a few months ago, and the bottom part shows what the icon looks today like when I type "Xfinity Support" and select it. What happened? Is something broken? Am I blocked from sending DMs to XS?
Requesting admin assistance.
Again
Expert
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34.1K Messages
1 day ago
@BruceW
I don't think you're blocked. You should see that second image.
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BruceW
Gold Problem Solver
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27.3K Messages
1 day ago
Thanks for checking. DMs to XS were working for me last year, but when I responded to the invitation in https://forums.xfinity.com/conversations/billing/autopay-and-paperless-discount/6998f6e2fe6a2a161954ec87?commentId=69a4676eabb1661cdf19dc5c on March 1st 2026, the message I entered seemed to send normally, but I got not responses. And when I went back to my DMs to see what happened, there was the Black Hole as pictured above.
Any ideas how I might proceed from here?
ETA: Checked in Firefox, Chrome (desktop and Android phone), and Edge. Same result in each. Also, DMs to other UserIDs seem to work and have normal icons. It seems only "Xfinity Support" is messed up.
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BruceW
Gold Problem Solver
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27.3K Messages
13 hours ago
In possibly related news: in the past, and until a week or two ago, when ever I posted a Comment or a Reply, Sprinklr automatically made me a "Follower" of the topic I responded to. But no longer. Now, when I post on a topic, if I don't MANUALLY click it's "Follow" link, I'm not a follower of that topic, which means that I am not notified of later Comments and Replies. Is this someone's idea of a Good Thing, or just plain old boneheadedness? Maybe there is an Auto-Follow On/Off switch somewhere?
(edited)
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BruceW
Gold Problem Solver
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27.3K Messages
13 hours ago
Not quite sure what you mean. The Black Disk icon appears as soon as I click the DM link to open the editor. The most recent message I sent to Xfinity Support is dated April 17 2026. The most recent message received from XS was on Sep 14 2025.
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BruceW
Gold Problem Solver
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27.3K Messages
5 minutes ago
Ah, gotcha. No, Having had no response to my March 1 message, the next one I sent was on March 10.
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