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user_a1fd64, Yes, that is exactly what I needed to know. Thank you. Sorry, I wasn't more clear. It would be a good idea to take a closer look at things.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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_a1fd64, thank you. Are you able to send me a Direct Message? The instructions are listed in my last comment. This way, I can get your account information and run through some troubleshooting with you. We have to go this route so we keep your personal information private.