why can't i send a private message to ComcastZachAdmin1 who has helped someone else with a problem similar to mine?
Never PM an Official Employee or Expert unless requested. Sending an unsolicited PM is a violation of Forum Guidelines. Please read this post.
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.