Why can't I contact dispatch for info on an open ticket contact dispatch

I have had a problem trying  to get an answer from dispatch on laying a hard line, I have an open ticket but no replies

biljke,
I apologize for the delayed response. i have sent you a private message to further assist you.
You can click on my name (Comcastcares) and click on "Private Message Me”. 
At the top of each Forum page you will see a small envelope 
This is the icon for Private Messages, referred to as ‘PM’s’. A Private Message is a way to communicate in private, to another User, Moderator, or Administrator out of public view in the Forums.
The gray envelope icon will have a number next to it if you have any new messages waiting. 
To open a PM to read it, double click on the envelope. If you click on the white envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message. You can also access this area by clicking on the Username in a Thread or post. By default, Private Messages are enabled. You can disable this feature in My Settings>Preferences> Private Messenger.
http://forums.xfinity.com/t5/Billing/Price-increas/m-p/2542019
 

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