1 Message

Mon, Apr 25, 2022 11:16 PM

Internet upgrade order status

I upgraded my internet to Xfi Complete but have received no information other than a confirmation email. I'm wondering if the new modem will be sent via USPS, how to return the modem I currently have, etc... My account still shows the plan I currently have, no upgrade. 

Accepted Solution

Official Employee


481 Messages


Hello @user_4b9c0b, thank you for taking the time to reach out to us on our community forums. The old equipment can be returned to any local Xfinity or UPS store. I personally love using this link to locate the nearest Xfinity Service center. 


How recently did you upgrade your internet? It can take up to 72 hours for online to reflect recent changes.


Could you please send our team a direct message with your full name and full address? We can definitely make sure you're upgraded to xFi Complete and check the status of your new modem. 


To send a "Direct Messaging" message to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

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