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user_fimvtv
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Visitor

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1 Message

11/05/2026 4:04 AM

New Internet Plan Order(s): No Corresponding Email(s) with Tracking Details

Hello,

I have attempted three times in the last 24 hours to complete an order on the website and have still not received an order confirmation email with tracking details afterward. I did not copy the order information on the first attempt but have the order numbers for the second two.

I attempted a live chat earlier this afternoon and the representative was unhelpful, stating that the order number of the second attempt did not exist in your records and proceeding to try to sell me a subpar plan for a higher price than the one I was attempting to order online. I simply want assistance with ensuring that the order did process correctly and that I did not accidentally cause three new WiFi routers to be sent to me.

Thanks!

Question

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Updated 

5 hours ago

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XfinitySeth

Official Employee

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1.7K Messages

5 hours ago

Good evening user_fimvtv and thanks for connecting with us in our community! We appreciate so much you're getting signed up for services, so the last thing we want is for there to be any confusion about your order or what to expect. If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be more than happy to look into this for you.

 

How to Send Us a Direct Message:

  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.

 

You can see how to send us a direct message here,

How to: Direct messaging within the forum | Xfinity Community Forum

 

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