Modem order

Moved to Customer Service for greater exposure to Digital Care Team

Hello @user_5ywdv1, and thank you for reaching out here on our Xfinity Community forums.

We completely understand wanting to know where things stand with your new modem, especially since you placed the order on October 4, and it still hasn't arrived.

As a quick first step, please check the email address associated with your Xfinity account for any order confirmation, shipping, or tracking updates.

You can also sign in to your Xfinity account or the Xfinity app to review your account and equipment information. The Xfinity app provides access to account, plan, and equipment details.

If you're still unable to locate an update, we'd be happy to take a closer look with you. Please send us a Direct Message with your full name and complete service address, and we'll help review the modem order.

(Thank you @notgoodatusernames for shining a spotlight on this and bringing it to our attention! ❤️)

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.