2 Messages
equipment order
I spent over an hour on chat to upgrade to xFi Complete, including an upgraded Gateway. I was given an order number in the chat and was told to expect delivery of my new modem within 24-48 hours, but via email I only received a confirmation of the addition of xFi to my plan at that time. Now the 48 hours have passed, and I still have not even received a shipping notification for the modem, nor can I find a pending order listed anywhere on the (confusing) Xfinity website. This is becoming beyond frustrating! Can someone please help me?
XfinityRichard
Official Employee
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1.8K Messages
1 year ago
Hi there, @user_iap4yg ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'll be more than happy to look into your modem shipment concerns. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.
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user_iap4yg
2 Messages
1 year ago
Even though I was given an order number, specifically told by an agent that my modem would arrive in 24-48 hours, and that I would need to return the old one within, evidently l “misunderstood” that I was actually getting a new modem—the order number was just for the change to xfi complete.
Also, as it turns out, my account is apparently ineligible for self-install, but the agent was unable to explain why. So I finally just gave up for now, as I don’t have time to keep going around in circles on DM and/or carve out half a day to fit a tech appointment into my holiday schedule.
I did, however, negotiate a significantly lower rate for my current service for the time being, so that’s something. Maybe I can hold out long enough to at least break even on the early termination fee before I start shopping around…
(edited)
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