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user_n4or4o
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2 Messages

Friday, July 18th, 2025 10:40 PM

equipment not received

My WiFi Gateway equipment was sent July 15. July 17 I received a UPS notification that the package was delivered to a locker however it is nowhere to be found. My building is a high rise so usually UPS places a numbered key in my personal mailbox and I use that key to open the locker with the corresponding number. I checked yesterday and today and there is no key and no package. Please help me. Thank you.

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2 hours ago

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user_n4or4o

Visitor

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2 Messages

5 months ago

Issue resolved! Building management found the misplaced package and placed it in their office. They notified me a short time ago and I now have the package. Thank you.

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XfinityMatthew

Official Employee

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1.2K Messages

Glad to hear they found the package. Please let us know if you have any trouble getting things set up. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 months ago

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user_k4cq76

Visitor

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1 Message

2 hours ago

Xfinity is a joke ordered service over two weeks ago and haven’t even received equipment yet

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XfinityJeff

Official Employee

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509 Messages

Good morning @user_k4cq76, and thanks for posting to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues with you not receiving your equipment yet, it is possible that the order was set for store pickup, but you have reached the right team that can take a look at this for you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 hours ago

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