New router

Hey there, @user_pc5lq3! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am terribly sorry to hear that you have yet to receive your new modem, that is certainly strange. I would be more than happy to dive into the account specifics and ensure there are no troubles with the shipping on our end. Have you had a chance to view your tracking and reach out to the shipper? If so, we can help in a DM for the account details. 

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 forum's page.

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary. 
2. Click the "Direct Messaging" icon. 
3. Click the "Start new conversation" (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.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514