How to: Direct messaging within the forum

When it comes to direct messaging, please remember to reach out only when an Official Employee invites you.

Steps

You will only be able to send a direct message after you make a public post. To send a direction message on a desktop, be sure to be logged into the forums and then follow these instructions:

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

Next, you would want to 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.

Last, you would want to type in the To: section "Xfinity Support" to send the support team a message once invited to do so:

To send a direction message on a mobile device, be sure to be logged into the forums and then follow these instructions:

At the top right of the screen/page, you would want to tap the Direct Message Icon:

Next, you would want to tap on the New Conversation icon:

Last, you would want to type in the To: section "Xfinity Support" to send the support team a message once invited to do so:

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