How to: Direct messaging within the forum

To help maintain our forum design, we ask that you never send unsolicited/unwanted direct messages to any employee (even to the Xfinity Support handle) unless specifically asked to do so. You will only be able to send a Direct Message after you make a public post. 

To send a Direct Message on a desktop, make sure you are logged into the forums and then follow these instructions:

     1. Click on the Direct Message icon in the top right of the page:

     2. Click on the New Conversation Icon to start a new message:

     Note: If the New Conversation icon is disabled. Navigate to your profile settings, uncheck the box next to 'Opt Out from Direct Messaging', and click Save.

      3. Type "Xfinity Support" in the "To:" section and then click on the Xfinity Support handle with the blue check to send the support team a message:

To send a direct message on a mobile device, make sure you are logged into the forums and then follow these instructions:

     1. At the top right of the screen/page, tap on the Direct Messaging Icon:

     2. Tap on the New Conversation icon:

     3. Type "Xfinity Support" in the "To:" section and then tap on the Xfinity Support handle with the blue check to send the support team a message:

Video section:

Videos on how to direct message on the forums from a desktop and mobile device can be seen from these links:

DM from Desktop
DM From mobile device