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user_9sm5r9
1st Topic

2 Messages

Monday, April 7th, 2025 7:39 PM

Never received wifi router from X-Finity

Hi, I have been trying to reach x-finity live customer service for months, but I have not been successful. I ordered my wifi router from xfinity months ago and UPS says it was delivered already, but I never received it. I want to know if there is any way to re-send the wifi router.  Thank you.

Question

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Updated 

12 days ago

18

1

0

XfinitySeth

Official Employee

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13 Messages

13 days ago

Hello @user_9sm5r9

Thanks for taking the time to let us know about the concerns regarding the modem you've not yet received from us. I know how frustrating it can be to not receive a package I'm expecting and want to make sure we can make this right any way we can!

I can see that you've already sent us a direct message and will be happy to continue working with you there. Please look forward to receiving that reply shortly.

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user_9sm5r9

2 Messages

Hi, 

The direct message didn't help. This is what they said,

"Once your order ships we’ll send you your tracking details.

Order confirmations are automatically sent to you upwards of 30 minutes following your purchase, by email and/or SMS depending on your notification settings. 

Would you like to check your notification settings?"

My order has already been shipped and UPS told me they delivered it already months ago. I never received the wifi router because it was stolen. Is there any way you can re-send me my router and have me pick it up at a certain safe location?

Thank you so much. 

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12 days ago

0

XfinitySeth

Official Employee

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13 Messages

 

@user_9sm5r9 I'm sorry that you were unable to get connected for additional assistance on your first attempt. If you could send our team specifically 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 the possibility of getting a new modem sent to you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

To send a "Direct Message" to Xfinity Support:

  • Click "Sign In" if necessary
  • 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". 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 and press Enter to send it.

 

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12 days ago

0

EG

Expert

 • 

109.9K Messages

@XfinitySeth​ @user_9sm5r9 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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12 days ago

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