Visitor
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3 Messages
how do I get tracking on a replacement modem?
I was sent an order confirmation several weeks ago for a replacement modem but no tracking and still no modem. I see there is another post with the same question marked closed but the response doesn’t say where to look only to dm.
EG
Expert
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118.6K Messages
5 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.
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XfinityRaul
Official Employee
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2.8K Messages
5 years ago
Hello, @user_21c6e3. We appreciate you making us aware that you haven't received the new modem. I would be more than happy to review your account to see what's going on.
Please send me a private message with your first and last name as well as your full service address by using the Peer to Peer direct message icon is located at the top right of the page. Clicking on the direct message icon will bring up a message box that will allow you to initiate the conversation.
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BruceW
Gold Problem Solver
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27.5K Messages
5 years ago
To send the requested information to the Employee in a private message from any Forum page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person", but don't do that.
Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
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