This option is currently available to primary account holders

Please reach out to your primary account holder to report an issue.

Thanks for that information, @user_wtv2mx. Let me take a look at the username information on your account to provide you with more details. Can you please send us a Direct Message with your full name and your full address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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.