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user_pgn2nb
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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:“

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XfinityAngie

Official Employee

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2.4K Messages

27 days 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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me57wiese

Visitor

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1 Message

2 hours ago

Please advise why I am getting the message:

Error

An error occurred inside the server which prevented it from fulfilling the request.
I am basically frozen out of my email.
Thank you,

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XfinityAngie

Official Employee

 • 

2.4K Messages

 

me57wiese, thank you for reaching out to Xfinity Support. How are you accessing your email? 

 

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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