@user_c41278, Thank you for making us part of your homes over the last 11-years, that's a really impressive amount of time for any relationship. Sometimes, if your accounts are linked, the previous addresses won't show on the current account, so that might be why that detail is missed. It's definitely not intentional. Both our Facebook team and our Forums team aren't a traditional live chat, so there could be some time between responses. This is to make sure we're giving you the best help and not a quick patch or anything like that. I'll do my best to reply as fast as I can, but I promise I have your back every step of the way. To make sure we're on the same page, are you looking to repackage your service to get a better rate? But you've been told that your services are "grandfathered" currently?

@user_c41278​  ohhh suddenly this moment I no longer have access to my account on your servers. putting me on the blacklist for pointing out how you rip off your existing customers and lure new customers in with "contracts" and "tiered pricing?"

Thank you so much for providing that reference number for the site error.  What I can suggest to get around that error would be to clear your browser  cache/cookies . This should clear that away and get you back onto the site. We look forward to talking with you 1-1. 

Thank you so much for this contextual information regarding the plans and offerings you are seeing. We are more than happy to work with you to find the best new plan and package that we can offer you. 

We are sorry that your services have gone out temporarily, but we have no way of arbitrarily cutting the services off in that fashion. Please use the information below to send us a 1-1 message so we can address these specific issues with you. 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Access Denied

You don't have permission to access "http://www.xfinity.com/" on this server.

Reference #18.3c15e8ac.1649285934.181c4a13

@user_c41278​ Is that the error message when you try to send a private direct message?