It's not to discourage anything. Posting your problem in public gives other customers a chance or help and/or a chance to say they have the same problem. In that respect it helps us identify if there is a larger problem happening.
Sending a direct message is against the Guidelines and the Acceptable Use Policy; our employees help a number of people across 4 forums and by sending a DM without first being asked to could delay you, and others, from getting the timely help needed. This is not direct chat, btw.
I am not a Comcast Employee. I am a Customer Expert volunteering my time to help other customers here in the Forums. We ask that you post publicly so people with similar questions may benefit from the conversation.
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user_4qlml7, Hi there! Thanks for reaching out. I can completely understand your frustration, and I'm sorry you've had such a difficult time finding the support you need. While our Community Forums provide another avenue for customers to connect with support experts, we certainly don't want anyone to feel discouraged from seeking assistance. We'd be happy to help take a closer look at your specific concern. Would you mind providing some details of what's going on and we will do everything within our power to work with you toward a solution.
user_4qlml7
Visitor
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4 Messages
21 hours ago
Is this to actively discourage us from seeking out help?
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XfinityGabriel
Official Employee
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3.5K Messages
6 hours ago
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