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user_yvl3qp
1st Topic

11 Messages

Sunday, January 7th, 2024 11:58 AM

Closed

Live Agent

Your online assistant is not very helpful and it is very difficult to speak to a live agent. I followed the instructions of the online assistant in setting up a “payment arrangement.” Got a confirmation text and email message as well as seeing it noted on my account. However, my services were turned off anyway. This is a problem.

Question

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Updated 

1 year ago

138

2

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XfinityEmilyB

Official Employee

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2K Messages

1 year ago

Welcome to our Community Forum, @user_yvl3qp! Thank you for reaching out to us here so we can help with your payment arrangement. I know I'd be upset if my services were interrupted, so I want to make this right.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

19

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user_yvl3qp

11 Messages

For some reason, I could do a direct message. When I click on the pen and paper it ask me to type the name of a person. It does not give me “To”.

1 year ago

0

XfinityEmilyB

Official Employee

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2K Messages

@user_yvl3qp Thanks for keeping me posted. Please enter “Xfinity Support” when it asks for a name. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_yvl3qp

11 Messages

I tried that as well and it tells me that there are no conversations. I typed in XfinityEmilyB and your name does not show either.

1 year ago

0

XfinityEmilyB

Official Employee

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2K Messages

@user_yvl3qp We will figure this out together :). If you type my name, you won't get any results. Are you signed into the forum page? When you enter Xfinity Support, does it give you the option to start a conversation? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_yvl3qp

11 Messages

This is the forum page, correct? It says forums.Xfinity.com at the top of this so I assume I am. This is how we are talking right now through the forum.

1 year ago

0

BruceW

Gold Problem Solver

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26.3K Messages

1 year ago

To send the requested information in a private Direct Message ("DM") to Xfinity Support from any forums.xfinity.com page:

  • Click "Sign In" if that prompt is visible  

  • Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging  

  • On the DM page click the "New message" (pencil and paper) icon 

  • The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.

      Instead, type Xfinity Support there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

  • Type your message in the text area near the bottom of the window

  • Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. If a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. To enable them go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.

(edited)

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