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user_nym9a5
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10/10/2026 10:42 PM

Modem Delivered to Wrong Address

Just ordered an upgraded modem from Xfinity. Says it was delivered "outside my door" but it is nowhere to be found in my apartment building or the leasing office package room. No one contacted me for specific delivery instructions or with tracking or other information. This is your problem, not mine. 

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2 hours ago

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XfinityQuemekia

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1.5K Messages

2 hours ago

We definitely want to make sure you get your new equipment @user_nym9a5! Have you had a chance to double-check the email address associated with your Xfinity account? As soon as an order ships, a tracking number is automatically sent there so you can review the specific delivery details. If you still don't see that email let us know.

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user_nym9a5

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There is no email with a tracking number. That also doesn't change the fact that the item was delivered to the wrong address. Those are two separate issues. I checked my account, my address is correct in my account information, including the apartment number. Your service tech had no issue finding my door when he came to install my service upon signup, so it's not a problem on my end. 

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2 hours ago

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XfinityQuemekia

Official Employee

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1.5K Messages

Thank you for checking that email for me. I completely understand how frustrating it is when a package doesn't arrive where it belongs, we're here to help.
To clarify @user_nym9a5, our service technicians don't actually handle equipment deliveries—all equipment orders are shipped through third-party carriers like UPS or FedEx, which is why we always like to check for that automated tracking number to see exactly which carrier handled the drop-off.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message:

Ensure you are logged in

 

Click the "Direct Messaging" icon

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.

A "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.

 

You can see how to send a direct message here, Direct Message Within The Forum.

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