Cannot access Internet performance data

Hello @user_7c576c and thanks for your comment. Please submit a new post so we can properly help you.

@user_467dcb should you still need help please send your details to us in a Direct Message. Here is how you can contact us:

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

@Comcast_PeterB​ Xfinity Support Is not an option in the drop down. What am I missing here? Thanks…

Michael D.

Hello, @LZ-InfoTech give these steps a try. To send a direct message: 

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Comcast Business" from that list (an "Comcast Business" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Hi there! I'd love to help. Please send us a private message with your account details so that we may take a closer look at your troubles accessing your data. 

How do I do that? I tried the direct message but it doesn't find your name. Or is there some sort of generic support "user" that I message?

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Let me know if you have any questions.

@user_467dcb​ It may work for your sometimes, but still not for me...

@LZ-InfoTech If you're still having issues sending us a DM, I would recommend to reach out to phone support at (800) 391-3000. The representatives would be able to further help troubleshoot to get this resolved. 

Hi, @user_70e54b. Thank you for letting us know you're having a similar issue as the others within this thread. I see you've done troubleshooting on your end already, but you haven't seen any changes. I understand a few others are reporting the same error, so we'll gladly look into this further.