Visitor
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2 Messages
Forum account cannot send a "Direct Message" to Xfinity Support
In this forum I see a lot of "official responses" like the following.
However, when I sign up and signed in, I do not see the "New message" (pencil and paper) icon, when I tried the following URL, it shows 404.
Just to confirm, I am the primary and only holder of my account.
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To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
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Accepted Solution
Official Solution
CCJessie1
Retired Employee
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5.9K Messages
2 years ago
@fallever
Welcome to the Xfinity Forum and thank you for posting your question here. We intentionally prevent brand new users to the Xfinity Forum from sending direct messages as we want to encourage all users to start any concern they have with a public forum post on the topic first. If an employee responds, we ask that you please wait to be invited to direct message them. This will ensure that you get the quickest/best response possible while adhering to all our posted forum guidelines.
Due to the nature of forums, the Xfinity Forum has never been designed as a place to receive assistance in "real-time". If you are in need of immediate assistance we ask that you reach out to us via one of the methods shared here: https://forums.xfinity.com/t5/My-Account/ANSWERED-How-to-contact-Comcast/ta-p/3053370.
Please note, sending unsolicited direct messages to our team, another Official Employee, or any other forum user does violate our Xfinity Forum Guidelines (found here: https://forums.xfinity.com/t5/Guidelines/Xfinity-Forum-Guidelines/td-p/3115028) and our Xfinity Forum Acceptable Use Policy (found here: https://forums.xfinity.com/t5/Guidelines/Xfinity-Forum-Acceptable-Use-Policy/td-p/2618379). Please remember, by having an account and utilizing these forums, you have already agreed to the rules, policies, and guidelines contained within those document as well as any other posted documents throughout the community.
We ask that you review those documents thoroughly as continued violations could result in a revocation of a user's Xfinity Forum posting privileges. Thank you in advance for your understanding.
(edited)
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Accepted Solution
BruceW
Gold Problem Solver
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26.1K Messages
2 years ago
That's by design. The Direct Messaging icon for private messages doesn't appear until you have made your first post. You should be able to see it now as long as you are logged in to the Forums (you may need to reload the page).
Please be aware that using Direct Messaging before you have been asked to do so is considered a violation of the Forum Acceptable Use Policy. See https://forums.xfinity.com/conversations/guidelines/xfinity-forum-acceptable-use-policy/602d9c64c5375f08cd574236.
You are encouraged to first post a description of your question or problem without including any personal information. If personal information is needed you'll be asked to provide it in a private Direct Message.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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fallever
Visitor
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2 Messages
2 years ago
Thanks! I still do not see the "pencil and paper" icon but the link to message seems to be working correctly.
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user_336f8f
Visitor
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8 Messages
2 years ago
My Xfinity/Comcast bill has risen dramatically. I'm looking to send a direct message with details. Can you advise on how to send a direct message?
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