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gizimilne52
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1st Reply

6 Messages

Thursday, November 7th, 2024 10:03 PM

4 techs couldn't help

I've had 4 techs try to solve our freeze issue on our X1 box with no luck. Even added an X1 Xfinity package one said would help costing me an extra $10 a month. I've had X1 for 2 1/2 yrs and never needed it before. Anyway, that did not work. I don't think they're understanding the actual issue we have but I hoped talking to a human would make it easier to pinpoint the problem. Our TV freezes during commercials only, not regular programming. It's not even a big problem, but it is still a nuisance and it doesn't fit within the usual tech support questions. How do I get to a human?

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2 months ago

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XfinityAirelle

Official Employee

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2.2K Messages

2 months ago

 

gizimilne52 Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there! 

 

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gizimilne52

6 Messages

2 months ago

I am signed in, but I don't see the Direct Messaging option anywhere.

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XfinityAmandaB

Official Employee

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1.7K Messages

 

gizimilne52 That is odd for sure. You should see the Xfinity Logo the alert icon and to the left of that you have the Message bubble. Do you see all three of these icons?

 

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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2 months ago

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gizimilne52

6 Messages

Could be that our icons are just different. I have a message icon. But I didn't see a bell or drop down to "send to Xfinity Support". I can type that in, so if I'm in the right spot. I can continue from there. 

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2 months ago

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XfinityAmandaB

Official Employee

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1.7K Messages

 

gizimilne52 It could be depending on how you are viewing the Forums that example is from my desktop using Chrome. If you do have the message icon give that a try and provide a link to your post, so we can make sure you get help.  

 

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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2 months ago

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