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user_5898c8
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Conversationalist

15 Messages

Thursday, October 12th, 2023

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Xfinity Property Damage Complaint Post-Techncian

It has been confirmed that Xfinity, after a previous visit from an Xfinity-hired post-wiring contractor, fed power levels above the normal range to my modem-router. The technical support team has not found an option on their end to raise a property damage claim. Can someone from your team kindly assist? I already messaged Xfinity Support on this website as well.

Question

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Updated 

2 years ago

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Again

Expert

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32.5K Messages

2 years ago

@user_5898c8 

Direct messaging isn't allowed until an official employee asks you to do so; it's against the Forum Guidelines and the Acceptable Use Policy to send anyone an unrequested DM/PM.  Also note, if you do send one without being asked to do so, it could possibly be ignored.
I have escalated your issue to the Corporate Employees here.
 

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user_5898c8

15 Messages

There are multiple official employees who have advised the following (or similar):

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address. Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

I just followed their instructions to other users to avoid them having to repeat themselves. I also messaged the Xfinity Support hotline rather than a specific user or employee, so I'm not quite sure I follow your concern.

(edited)

2 years ago

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XfinityMarcos

Official Employee

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2.4K Messages

2 years ago

Hello @user_5898c8, thank you for reaching out regarding your property damage claim. Out team is the perfect place for help, we can create tickets, monitor them, and stay with you until a resolution is found. I see we're working together in a live chat, so we'll continue there and help you all the same 😊. Live chats are slightly different from a direct message, but @Again is correct, unsolicited DMs are against our Community Guidelines. 

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user_5898c8

15 Messages

2 years ago

The property damage ticket that your team filed for me mentioned one business day for a reply from the internal team. It has been several days without follow up from their team. Kindly advise, and thank you in advance.

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