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smahs
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Monday, February 16th, 2026 11:48 PM

retention

I have seen posts on here regarding direct messaging someone about retention offers.  I have seen a competitors pricing that is much lower and would like to talk to someone about matching it.  How do I do that?  I've already tried customer service on the phone and they had no retention offers.  Thank you for your help.   Steven

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2 hours ago

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EG

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3 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478   

A representative will reply to you here shortly.

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smahs

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I'm confused.  XfinityJorge asked me to direct message them but you just told me: "violation of their forum guidelines".   So, I do not know what to do.  Please clarify.

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3 hours ago

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XfinityJorge

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3 hours ago

 

smahs Hi there! Thanks for using our Forums and we are happy to work together to help see what plan options you have available. I appreciate you using this community to reach out and we are hpapy to get started by having you send us a DM with your name as well as address.
To send a "direct message" / "private message" message to Xfinity Support:
 • Click "Sign In" if necessary
 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 
 • Click the "New message" (pencil and paper) icon
 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 • As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 • An "Xfinity Support" graphic replaces the "To:" line
 • Type your message in the text area near the bottom of the window
 • Press Enter to send it

 

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smahs

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@XfinityJorge​ I did that.. Awaiting your reply

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3 hours ago

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XfinityJorge

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Perfect! Thanks for the DM, and I am now seeing that on my end. Just as a heads-up please note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but I look forward to further assisting you via 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 hours ago

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smahs

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I just read other posts about retention and saw that this was the direction, so I just copied the directions.   In all those posts, I didn't see anything about: "You must post a public message first".  Now that I know, I'm happy to delete it and create a new message as I do not want to break any rules.

And, you may want to let moderators know that in your canned responses, that it ONLY applies to the original poster.  That anyone else reading those public posts should NOT follow those directions.  This may help others avoid being warned.

(edited)

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2 hours ago

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XfinityJorge

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You are good and we are looking forward to working with you! We just sent you a DM and are awaiting your response. 

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

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2 hours ago

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smahs

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Great....  I responded.

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2 hours ago

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