Xfinity customer support

Thank you for your reply.  When I click the chat icon, it opens one chat window with all my previous chat messages.  One of them cautioned me that to send unsolicited private messages to Xfinity Support was a violation of the service.  I am very confused here.  How to I start a new chat and request support?

Great question, @user_katm61! Your next message to us wouldn't be considered unsolicited since we've asked you to reach out directly. But let's back up a bit! Can you tell us a little more about why you were initially reaching out? What kind of help were you looking for in the Xfinity Assistant?

Please clarify the answer to my original question.  If I call Xfinity and go through the automated troubleshooting and then the message says to contact Customer Support, the next thing I need to do is start a new post here so I can get an invite for DM?  Is that the best way to contact Customer Support?  I don't see this information on the Xfinity website.  I have always had great support from Xfinity, once I'm able to actually reach them.  The automated system is extremely frustrating, and usually not helpful at all, since it only repeats what I already know and have tried several times before asking for help, and then dumps me with no way to contact an agent.  I just kept doing it and selecting different answers until I got through.  There should be a better way.  

In this case, I was trying to activate a new Xumo box and having no luck.  I went through the automated troubleshooting several times and finally got to an agent (I'm not sure how, since I kept getting the message at the end to contact Customer Support), who couldn't fix the problem either, and escalated it.  The next day, someone from Xfinity called me to set up a tech visit and said that it looked like a router problem.  I was then able to fix it myself.  According to Xumo support, the Xumo box sometimes has problems with mesh networks.   

Thank you for the information on this forum and for following up with me.  

Kathleen Edit: [Personal Information]

The sad part is that if and when a customer does get out of the chatbot circle (and I don't know how I eventually got out of it), they are so frazzled that it is hard for the agents to work with them on the original problem.  

@user_h75wqr I am sorry for the delay in getting to speak to a customer service representative. I am here to help. How may I assist you?

I am very sorry to hear about the experience, user_katm61! We can certainly help with any troubleshooting you might need with the Xumo box. You can send us a DM following the instructions here? 

Please send us a direct message with your full name, business name, full address, and phone number.
 • 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