ENT-22013

Hi @user_b1707c

I appreciate you reaching out and sharing your experience with us! The efforts you have taken on your own do does not go unnoticed and also help us determine a resolution. Please send us a Peer to Peer message so that I can gather private account information. 

• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon or https://comca.st/2XaOkSO
• 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