Whenever I had an issue, I would post it in the direct forum as I would get better service from ComcastSteve than I would get from calling 1-800-Comcast. I do have an active issue in the direct forum that needs following up on. I will miss ComcastSteve.
As an individual with a cognitive disability, I find it easier to communicate the problem using pictures and by typing as opposed to on the phone and the direct forum is a lifesaver. I do use the phone but I sometimes find communications barriers due to my diagnosis of Autism. The ones I communicate with the easiest are people I know.