how do I direct message Xfinity Support

... The icon in this link does NOT exist on the Xfinity portal ...

What that article should say, but does not, is:

1. The DM icon does not appear until you have made your first post (you may need to reload the page), and:
2. It is a violation of Forum rules to DM anyone before you are asked to do so. See Xfinity Forum Guidelines and Xfinity Forum Acceptable Use Policy.

You are encouraged to first post a description of your question or problem in the appropriate Forum topic section without including any personal information. If personal information is needed you'll be asked to provide it in a private Direct Message.