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Visitor

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3 Messages

Sat, Jul 16, 2022 1:44 AM

Why won't settings let me edit Required Customer Notices?

Xfinity sent an e-mail June 15 saying they were no longer sending along the yrly Required Customer Notices attached to my paper bill, & provided a link to see each (Channel Lineup, Services & Pricing List, Important Info for TV Customers, & updated Privacy Policy).

They provided a link to my Communication Preferences to edit & request PERMANENT paper copies instead, but every time I change the buttons & press Save, a box w/ an orange stripe on the left comes up saying "Something has gone wrong, try again."

After trying @ least 12X over a few days & 2 phone calls amounting to 3 hrs. to cust. service people who were polite & patient but didn't understand me & what I was requesting (I also had trouble understanding what they were saying because of heavily accented English), the Security 1 Level agent I ended w/ told me that other customers had called, also, & that there was a glitch in the system that would be repaired in a couple of days.  That was a week ago.  Still get same message.  I want to change back to my paper notices.  Can anyone @ Xfinity help?  I've given up on calling.  

(The other link to get a one-time copy of these notices did work & I received them in a booklet, but I also wanted to change my preferences to permanent paper copies, & that's the one that wouldn't change.)

Thank you.

Official Employee

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145 Messages

5 months ago

Hi there, thank you for taking the time to reach out to Xfinity Community Forum for help. I am not sure if the system issue has been resolved yet, but I am happy to do whatever I can to be of assistance. Moving forward let's move to a private chat, so we can pull up your account. Please send us a direct message with your full name and service address. You can do this by signing in and clicking direct message, or using this link https://comca.st/3EqVMu7.

Visitor

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3 Messages

@XfinityVanessa​ 

Sorry it's taken so long to reply, but I was caught unawares w/ family business.

Anyway, the link you sent me goes to a 404 page - "... not found or you don't have permission to use it."

More frustration.  What now?

Official Employee

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245 Messages

Hey no worries, we are a unique platform and always here to help. It's no big deal if it takes you time to respond, we always have our specialists here and able to help when you are ready! As Vanessa mentioned we would like to look at your account please send a DM using the provided instructions so we can look at this.

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

Visitor

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3 Messages

I went to DM, but don't know how to use it or what to do.  Who do I send it back to - XFINITYVanessa or JessW?

Is this just going to Xfinity EMPLOYEES or to the Forum in general?  I'm new to this, & don't want to give out personal info unless it's secure.

Was the problem w/ the link that there was a period in comca.st?  Should there be?  Can I just send it as an email outside of Forum?

By the way, I tried again to change my "Required Customer Notices" Setting just now again, & it STILL won't work, so Xfinity's going to have to fix it.

 

Official Employee

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245 Messages

Hey no worries, we don't want you to share your personal information on the forums thread either. You can respond to either one, and since you have been in contact with both of us, it will come to whoever is available when it is sent. How strange, the link is correct even with the period in there. Here is the link again, let's see if this works. 

 https://comca.st/3EqVMu7

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