fallever's profile

Visitor

 • 

2 Messages

Wednesday, January 11th, 2023 6:44 PM

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.

```

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

```

Accepted Solution

Official Solution

Administrator

 • 

5K Messages

16 days 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)

Accepted Solution

BruceW

Gold Problem Solver

 • 

24.4K Messages

16 days ago

... I do not see the "New message" (pencil and paper) icon ...

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.

Visitor

 • 

2 Messages

16 days ago

Thanks! I still do not see the "pencil and paper" icon but the link to message seems to be working correctly.

Administrator

 • 

5K Messages

@fallever 

Again, we ask that you please start by posting your concern on the most appropriate public forum board. From there, you will be invited to a direct message with an employee if needed. As mentioned previously, sending unsolicited direct messages to the Xfinity Support Team, to any Official Employee, or any other forum user does violate those guidelines. Please note, violations to those posted guidelines could result in a revocation of a user's Xfinity Forum posting privileges. 

(edited)

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
forum icon

New to the Community?

Start Here