WKG's profile
WKG
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Regular Contributor

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262 Messages

Sun, Mar 21, 2021 1:56 PM

Never get Blue button or Send Message button when clicking on Username response always ends without resolution

See Subject for complete description HELP!

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Official Solution

Again

Expert

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25.6K Messages

2 m ago

This should help you out.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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ComcastAbbie

Official Employee

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274 Messages

2 m ago

I am sorry for the confusion. When we updated our forums, we made it easier for you to send us a private chat. You'd just need to click on the chat bubble icon on the top right of the page. You wouldn't select a specific username, you'd just select the peer to peer chat and my system will automatically route your message to the agent who was helping you or the next available person if they aren't available. 

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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WKG

Regular Contributor

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262 Messages

2 m ago

Not clear or accurate enough!

WKG

Regular Contributor

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262 Messages

2 m ago

Not clear that one can select and send a message w/o a name! No response again!!!

(edited)

Again

Expert

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25.6K Messages

2 m ago

@WKG you can no longer send a PM to a specific agent.  You have to send to Xfinity Support first, and then when an agent responds you can reply back to them.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
WKG

Regular Contributor

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262 Messages

2 m ago

How long does one have to wait?

Again

Expert

 • 

25.6K Messages

2 m ago

Wait for what?  Before you are able to send one upon request, or wait for an answer from one?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
WKG

Regular Contributor

 • 

262 Messages

1 m ago

IT took 5 minutes for them to respond with: "Yes, that is correct. This would be our new private messaging system you would use for support if you are asked to send us a private message or chat. Is there anything that we can help out with today? We're here to help!"

Official Employee

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350 Messages

Thank you for all of your time and patience. I apologize for any confusion that messaging us may have caused. I apologize for the delay. We here in the social media department do work in the background and gather as much information as possible before we respond back. We hope this allows you to go on with your activities while we do so. The great part about this is you can respond back at any time and pick up where you left off.  I most certainly appreciate your time, patience, and understanding.  We are always available to assist you at any time with any questions or concerns you may have if you still need assistance please feel free to reach out to us. For your convenience, I have supplied the steps here again for you to reach us through our private message chat option, and look forward to speaking with you again soon. (The chat icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow you to initiate a chat conversation.)
Click the Private Message icon
Click the New Message icon
This will give you an empty "To:" line. Type in "Xfinity Support" and then FINALLY select it from the list. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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