Is Xfinity Support broken? Requesting admin assistance

@BruceW 

I don't think you're blocked.  You should see that second image.

@Again wrote: "I don't think you're blocked.  You should see that second image."

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. 

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?

@Again wrote: "... On that DM you send did you send another one or respond to the one you sent? ..."

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.

@Again wrote: "... did you follow up with another DM within 48 hours of the one you were asked to send in March?"

Ah, gotcha. No, Having had no response to my March 1 message, the next one I sent was on March 10.