Visitor
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1 Message
NOW Internet modem never received — no tracking after 3 days
I ordered Xfinity NOW Internet on Sept 25th. My card was charged right away and I received an order confirmation number. Since then no modem, no tracking number, and no useful update.
I have now dealt with customer service representatives via online chat, phone support, and an Xfinity store. The store representative and customer support representatives both via phone and chat all say the same thing, they are unable to lookup or provide support for NOW accounts.
All of this while the Xfinity assistant AI either tells me "no service plan found" or that "tracking details will be sent once the order ships" depending on how I ask for an update.
This has gotten to be quite ridiculous. I need someone who can actually access the NOW order, confirm whether a modem has shipped, provide the tracking number, or get one sent out.
Please do not send me back to chat, phone support, or the store. I have already been through that loop numerous times.
As a note, I keep receiving emails to complete my order, not sure if it's related to the NOW Internet order or if it's just marketing for NOW Mobile. Just frustrating trying to understand what's going on and having no available support channel to answer a simple question.
XfinityAngie
Official Employee
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3K Messages
5 hours ago
Please send us a DM with your name and address.
Here are the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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