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Hi, andy992 - I mentioned in the big thread regarding this issue that you can definitely send me a private message with your account information (full name, account holder's name, address, phone/account number) and I will assist you. Click on my name ComcastElla, then click Private Message Me.
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.
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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.
Was your question answered? Mark the post as Best Answer!
Hi, tanneregan - The PM feature activates after your first public post. You should be able to send me a PM with no issues, please let me know if you still don't see an envelope icon at the right upper corner.
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!
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!
@arrrstin wrote:
Greetings. I am creating my first post to activate my PM feature so you can maybe help me. Thank you.
Please do not PM any Official Employee without them first requesting that you do so. Sending an unrequested PM is against Forum Guidelines.
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!
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!
@arrrstin - Got your message and replied back.
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!
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!
@dms21 wrote:
Submitting a reply so I can submit a PM to employee for assistance with same problem - despite over 10 hours of "help" on the phone with other reps!
Sending an unrequested PM to an Official Employee is against Forum Guidelines.
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!
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!
@jogden529 wrote:
I am getting the same error. I was on a chat last night and the representative said she'd try to help and it would take time for the system to update. Just tried it again and I can't get it to verify.
I am guessing this is why I got an email from xfinity saying I had to update my information or access would be suspended to my account.
The email you received is more likely a phishing email, trying to get your account information along with other personal information. Hopefully you didn't click on any links in that email.....
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!
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!
Hi @jogden529,
I can help clear the issue with verifying your account. I would also like to help with the email you've received. Please send me a private message by clicking on my name, "ComcastChe" then click private message me. In the body of this message please verify your first and last name, street address including city state and zip code, and the account number or phone number associated with your services.
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!
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!
Hello - I am posting so that I may PM you about the same issue. Thank you 
Hi @ekrulder,
You can send me a private message for assistance with this issue. Send me your first and last name and the phone number or account number associated with your services and we can go from there.
To send a private message click on my name "ComcastChe", then click private message me.
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!
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!
@rayshort910 wrote:I am also getting this error; posting so that I can PM.
Never PM an Official Employee or Expert unless requested. Sending an unsolicited PM is a violation of Forum Guidelines and the Forum Acceptable Use Policy.
When you send an unsolicited PM to an Official Employee requesting help or information you are keeping that OE from helping other customers that have responded to the OE's request and who have probably been waiting quite a while for help. This is a public customer-to-customer forum and we ask that you post your problem in the open so that you can receive the maximum help possible as quickly as possible.
We thank you for your understanding.
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!
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!
