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I truly appreciate all these details, @user_1193a0. Have you logged into the Forums page yet? Once you have logged in here, the direct message square bubble will appear in the upper right of the page, near the bell icon. 

@XfinityKimberlyB​ Thanks for reaching out so quickly!  I do see the Direct Message button now - it appeared after I made my post.

I will send a Direct Message now with this information - should that be to you, or to "Xfinity Support"?

One of our teammates will receive the direct messaging, but do not worry! That is what is so great about reaching out to this team like this! No matter who you speak with, we have the ability to pick up, right where the conversation left off. 

Hi there @user_66bb99!  Thanks so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum.  We are so glad to hear from you and more than happy to help out in any way that we can today.  No worries!  You have reached out to the right team, and we are going to get you squared away.  So that we can get started, can you please shoot us a private message with your full name and complete service address? 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3y3nUAU 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

Man Xfinity is really on some [Edited: "Inflammatory"]. Same issue can’t order or change services either and when I try to order new service from

another screen it says not serviceable even tho I just got a new gateway which is activated. I bought Xfinity home cameras and alarm from previous tenant and can’t set those up and can’t change services or add or anything. Just didn’t another $400 on Google nest cams yesterday cuz Xfinity is no help. The other day I was logged into my account and had someone else’s devices and bill like [Edited: "Language"]. I was supposed to get tv services but only gateway was delivered and sometimes shows not active others shows active and down but tv showing activate tv but can’t. I’ve spent hours and hours on phone and chat with agents I’m so over it. Even called other isp yesterday as I just can’t deal like this but unlucky for me there’s nothing fast around. Oh and instead of these [Edited: "Inflammatory"] you cope and paste how bout answering the question. We obviously already called and chatted and dmed before coming to the internet and forums. And those who haven’t I really don’t blame them so please if y’all not gonna help us by actually ANSWERING the questions how to fix them let us [Edited: "Inflammatory"] with each other on how [Edited: "Language"] y’all have gotten. Oh and no I will not DM or call or chat again. I’m over it. At this point I’m worried y’all will mess it up more and I’ll lose the lil service I have plus I’m waiting for call backs on EsCaLaTeD tickets🤦‍♀️

Does this error occur on other browsers like Chrome? Have you tired clearing your cache and cookies in Firefox? 

@XfinityKorie​ I cleared my cache and cookies and now the issue is worse, I can no longer access the home page. I don't have chrome so I can't try that out, but given that the same issue occurs on Safari, it's safe to assume the browser isn't the issue. 

It could be an account specific issue. Please send us a PM with your name, address, and username you are using to login with? 

To send a "Peer to peer" message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://comca.st/3cb4suy

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I am seemingly having the same issue, I also agree with the previous user that it is disappointing and concerning that this issue is still present seemingly after a year. This does not seem to be a good experience for a new customer if I can't even sign-in to my account and view their account settings to verify my internet order went through successfully.

Hello, @user_37f7a8. There may have been an issue with your userID linking to the account. How long ago was your account created? When you go through the Forgot UserID tool, does it show there's a userID linked to your information? If this option does not help recover your login, I'd like to further review with you and figure out what's happening with your account. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

Hey there, we would be happy to help you with troubleshooting your Xfinity My Account. I would like to help you with getting signed in to your account. 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

Sorry for the experience you're having, @XR0S3. I'd be happy to take a deeper look into this, to see how we can help get you into your account. To get started, can you please send a direct message with your name and service address to "Xfinity Support"? You can do this by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat. 

Good evening @user_c083c4! I hope you are doing well and having a great night! Thank you for contacting our team of experts here on social media. We would be happy to help with getting services set up for you.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

@user_ba25a1 Thank you for reaching out to our team here via our very own Community!
We'd love for the opportunity to help out with sorting out the online account for you, as we can understand how important it is to have access to the billing information, statements and account details!
Please join us in direct messaging with your first and last name, and full-service address and we'd be happy to work together to get you logged in successfully!

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@user_33966c, Thanks for reaching out through Xfinity Community Forums. I would be happy to take a look and run through a few troubleshooting steps. Please send me a DM with your name and address by doing the following: 

Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

@user_936fd I would be happy to look into your order concerns with you. Would you please send a direct message with your name and the complete address where you are looking to have service? 

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

@user_fa8cf3​ hey there! i solved this by calling xFinity directly. something about how the account needs to be setup officially on their end or something. anyway, give them a call and it solved it for me.

We can surely help, and look into things for you on our end @user_fa8cf3. From the sounds of it, it does look like the order went through. Did you get a confirmation email for the services you ordered from us? 

@XfinityKorie​ Hi Korie, looks like I didn't. What should my next steps be? I don't mind starting over if you guys on your end can delete the account or remove the plan.

@XfinityKorie The last email I received was a finish your order email from August 26th which has since timed out (or at the very least doesn't work due to my account being weird).

From the sounds of things, it doesn't look like the order went through. We can check on our end, but you will probably have to place the order again. Can you send us a DM with your name and address? 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the “chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message