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Deputy276
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14 Messages

Tuesday, September 9th, 2025 6:00 PM

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Modem Replacement

It's been over a week with no functioning modem. The one I had just stopped working for no reason. The replacement for it arrived in 3 days. Fast shipping!!! It died in 24 hours. I called Xfinity for another replacement over a week ago and still waiting. I try and ask the bot assistant and it just says "we'll let you know" when we ship it. So WHEN is it going to ship? Or am I waiting for a new batch from China. 😡

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8 months ago

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XfinityJustinC

Official Employee

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2.3K Messages

8 months ago

Hello, @Deputy276 thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and want to help ensure your able to get you new Xfinity gateway. When you log into your account, do you see any pending orders? 

    1. Log in: to your Xfinity Mobile account at Xfinity.com or open the Xfinity app.
    2. Navigate to the "Billing" tab.
    3. Select your order: to view its status, which includes the order date, shipping date, and estimated delivery date.
  • Click the tracking number link to go directly to the shipping carrier's website for detailed tracking information.

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Deputy276

Frequent Visitor

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14 Messages

Did that. Nothing there.  I call up and all I get is "it hasn't shipped yet". Heck of a way to treat a loyal customer. I defend Xfinity every time someone badmouths them. Guess that is gonna change. ☹️

8 months ago

0

XfinityJustinC

Official Employee

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2.3K Messages

@Deputy276 thank you for confirming you have checked there and don't see any pending orders. I definitely understand the frustration with the experience, and can get a new equipment order placed for you. 

Since you have been waiting a bit, the other option for getting new equipment is to visit a store if one is near you. This helpful store locator is great to also set up appointments to save time on your visit: https://www.xfinity.com/local/store-offers

To assist with getting equipment sent out, I'd need you to send a direct message as I'll need to gather some information that we don't want in our public conversation. Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

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Deputy276

Frequent Visitor

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14 Messages

Still no replacement modem. And no stores near me. It sounds like the person I talked to from Pakistan or India dropped the ball on getting me a replacement modem. I went on E-Bay and bought a modem that is compatible with Xfinity. I see now why so many people are switching over to Starlink. This customer service fiasco from Xfinity is a bad joke. I know it's not your fault, Justin. But when I am paying $150 samolies a month and getting NOTHING for my money, I get pretty steamed. 😡

8 months ago

0

XfinityShawn

Official Employee

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2.4K Messages

 

Deputy276 I would send us a Direct Message as requested previously for further assistance on this matter. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

0

Deputy276

Frequent Visitor

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14 Messages

Just sent a direct message. Kind of surprising I get no help on the phone and have to use the written word for help in this day and age, but oh well. Whatever works. 😁

8 months ago

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