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chicago_customer
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Monday, January 5th, 2026 5:47 PM

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New modem never arrives

I agreed to change my service on December 16, 2025 and was told a new modem would arrive on December 23. It did not arrive. I called Xfinity and they said it would arrive by January 3. It did not arrive. When I request proof of shipment or a tracking number or even the name of the carrier that will ship the modem to me, Xfinity cannot provide. I can't believe a big company like Xfinity cannot provide this basic info that even the smallest company can provide. Has anyone else been in this situation and gotten any resolution? All of this is just encouraging me to cancel, something I was contemplating before I contacted Xfinity in December. They convinced me otherwise, but this is all just very frustrating.

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6 months ago

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chicago_customer

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6 months ago

Finally got through to somebody competent there, and apparently original order was not done correctly. They are fixing and expediting a new modem for tomorrow. I think the key was to not talk to a rep who is also responsible for selling upgrades, as they are not competent in other service areas. This time I instead chatted with a rep via text after saying I had a general TV problem. Anyway, hopefully it comes tomorrow. Still hate this company and this experience didn't help their cause. Unfortunately, they have a monopoly here.

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XfinityPaula

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2.1K Messages

Thank you, chicago_customer for updating us that you were able to chat with someone and have a new modem shipped out with priority. I'm sorry that things took a wrong turn and that it was difficult to find help. If there's anything that you need in the future please feel free to create a post here, and we will happily help out! 

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.
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6 months ago

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XfinityEmilyB

Official Employee

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2.9K Messages

6 months ago

 

chicago_customer Welcome to our community forum! Thank you for letting us know that you're still waiting for the modem so we can make sure it's delivered. I would be reaching out as well if I was waiting that long for equipment. It sounds like we dropped the ball and I'd like an opportunity to make things right.
 
Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and get started on a resolution. 

 

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