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user_gardening39
1st Topic

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4 Messages

Monday, March 2nd, 2026 3:00 PM

where's the Chat icon to report damaged Xfinity equipment?

According to https://forums.xfinity.com/conversations/customer-service/report-damage-to-equipment-outdoors/68f13b34d095ac038187d4a7

there is a Chat icon.

Where is it? I don't see it.

I called on Sunday, March 1, reporting the damaged pedestal.

They closed the ticket without a response this morning at 10 am Monday March 2.

The damage is almost exactly the same as the one pictured in the other post.

How do I reach someone at Xfinity?  

Or do I have to wait for something to break?

Unbelievably bad.

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Updated 

2 hours ago

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XfinityJustinC

Official Employee

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2.1K Messages

2 hours ago

Hello, @user_gardening39 thank you for creating a post, I'd definitely like to assist with the damaged equipment and ensure you're able to send a direct message. If you're not signed in, you'll need to do that and then follow the steps below to send the direct message. 

You may need to uncheck "Opt out of Direct Messaging" to be able to send the direct message, please let me know if that was helpful

To send a direct message: 

 

Click "Sign In" if necessary

• Click the "Direct Message 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, please add your full name and address

• Press Enter to send it

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user_gardening39

Visitor

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4 Messages

@XfinityJustinC​ I am signed in. I don't see a "Direct Message chat" icon.

EDIT:    

Just to help others who are as clueless as I am. 

The Direct Message chat icon is the square box with the two horizontal lines to the left of the Bell icon.

I have inserted a screen shot of what those icons are that appear at the top right of my web browser.

I am using a web browser and not the Xfinity app.

(edited)

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2 hours ago

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XfinityJustinC

Official Employee

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2.1K Messages

@user_gardening39 I'm glad you were able to get the direct messaging option to appear, I was able to locate that and will follow up with you there to get the ticket opened for the pedestal repair. 

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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user_gardening39

Visitor

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4 Messages

@XfinityJustinC​   

Thank you.

We the customers are trying to be helpful in reporting damaged equipment.

It shouldn't have to take a Herculean effort to do that.

And for my first ticket [Edited: Personal Information] to be closed without any comment is deserving of reprimand of that employee.

Why isn't there a place in my account to directly report something like this?

(edited)

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2 hours ago

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