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user_pgn2nb
1st Topic

Visitor

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2 Messages

Tuesday, February 17th, 2026 2:06 PM

Xfinity Support

[Edited: "Personal Information"] 

i was told by a Xfinity support team member : 

“Thanks for reaching out to us @user_pgn2nb! I?m really sorry you were led to believe you?d be able to upgrade today and then felt let down. I know I personally would be frustrated to hear that news after keeping the account in good standing. 


I?d like to take a closer look at your upgrade eligibility. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:“

Question

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Updated 

1 hour ago

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XfinityAngie

Official Employee

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2.3K Messages

1 hour ago

 

user_pgn2nb, We want to keep your personal information private, so I removed your name and address. We need to take this to a private chat to keep your information private. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” 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

 

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