Skip to main content
user_73478s
1st Topic

3 Messages

Saturday, March 8th, 2025

Closed

New Plan & Equipment Confirmed but Not showing up

I changed my plan on January 30, I was chatting with a live agent on Xfinity. I am supposed to be receiving new equipment to help with speeds and never received it. Our streaming has gone very bad in the last two months and I’m very frustrated that I have not received what they said I would with my change of plan. My bill appears to be lower this coming month, which aligns with the new change, but no equipment or any word from Xfinity on it. Your AI chat bot does not help. Here is the chat reference info: 

Reference Number: [Edited: "Personal Information"]
DATE/TIME: 2025-01-30 16:14:40

Question

 • 

Updated 

6 months ago

 • Edited

27

1

0

Oldest First
Selected Oldest First
XfinityOrlandoM

Official Employee

 • 

2.5K Messages

6 months ago

@user_73478s

 

Thanks for reaching out to us,  I do apologize if the equipment we promised to send out was not shipped yet. The fastest way to get a modem is to go to one of our local Xfinity stores and pick it up for free,  but I can also ship you out one as well.  If you need me to ship one out to you please go ahead and send me a direct message including your first and last name and your complete service address.

 

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message you further?

 

 

1

0

XfinityRichard

Official Employee

 • 

2.3K Messages

Hi there, @user_73478s I'm very sorry for the trouble you are experiencing trying to get assistance with getting updated equipment sent out to you. Since we are on a public forum, for your security, can you please delete the posts that has your personal information and send that information to us in a DM. Please make sure you are logged in first and then follow the following steps.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   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
  •   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

6 months ago

0

forum icon

New to the Community?

Start Here