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user_0b84dj
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2 Messages

Thursday, March 21st, 2024 2:20 PM

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No message button, how can I email Xfinity support

I do not have a message button icon in the top right corner of my account. Is there a more reliable way I can contact Xfinity support asynchronously, like with an email? It looks like there might be 2 accounts associated with my email (ending in 02 and one ending in 72). I cannot view the 02 account. I'm trying to tell if there is an outstanding charge on it I need to pay.

I tried to work through your website, but it is incredibly difficult to use and not user friendly.

Question

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Updated 

1 year ago

68

2

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XfinityPaula

Official Employee

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1.4K Messages

1 year ago

Hello @user_0b84dj Thanks for reaching out to us for help with your account and accessing the details to ensure there are no outstanding balances. I'm sorry that you are not showing the message icon at the top right. Are you signed in to your account? If you are not signed in you would see the option to sign in at the top right. You can also try to clear your cache and cookies or access our forums through your browser in private or incognito mode. 

For accessing multiple accounts you can have them linked under one Xfinity ID. If you may have another Xfinity ID for the 02 account you can try to find that log in information here. 

If the 02 account is no longer active and your services were transferred to the 72 account any remaining balance would have been applied to the new 72 account. 

2

user_0b84dj

2 Messages

@XfinityPaula 

I could have sworn the message button was not there this morning, but it is now. Thanks for your help. I was able to see the old 02 account with your method. It shows up as both linked and inactive. Maybe the $3 bill I got in the mail for closing it early ended up getting waived because of the new 72 account, since it never never showed up on my new statements. I've got autopay on and never got charged.

@Again

Thanks for the clarification, I thought I has seen that recommended on a different thread but good to know for the future. When I couldn't access the message button before I thought it would just go to a general private Xfinity employee chat, not a specific individual. I originally anticipated I would have had to have shared private account information, which goes against obvious best practices.

I skimmed the guidelines and policy but didn't explicitly see sending a direct message being prohibited unless it was intended for things like threats, trolling, or advertising. Maybe it falls under the "trolling" mention of unsolicited messages? I wasn't trying to harass anyone though, ultimately just wanted to understand what happened to that $3 bill.

1 year ago

0

XfinityVictor

Official Employee

 • 

1.3K Messages

 

user_0b84dj No problem, we are happy to look into that bill if you are able to send us a DM. 

 

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.
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1 year ago

0

Again

Expert

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31.5K Messages

1 year ago

@user_0b84dj 

Please note for in the future that it is against Forum Guidelines and the Acceptable Use Policy to send a direct message to anyone in the Forums without first being asked to do so.

@XfinityPaula 

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