Thanks for reaching out to us here today! Please send me a [Modmail message]( https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) and include your full name and service address, so I can assist you
Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. If a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. To enable them go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.
XfinityBrianH
Official Employee
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934 Messages
1 year ago
Thanks for reaching out to us here today! Please send me a [Modmail message]( https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) and include your full name and service address, so I can assist you
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BruceW
Gold Problem Solver
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26K Messages
1 year ago
"Modmail" is the private message facility used on the Reddit web site. Here in the Xfinity Forums, the equivalent is Direct Messaging.
To send the requested information in a private Direct Message ("DM") to Xfinity Support from any forums.xfinity.com page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon
above or https://forums.xfinity.com/direct-messaging
• On the DM page click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. If a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. To enable them go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.
(edited)
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