No confirmation email after upgrading equipment online
Hi,
I just tried to upgrade my internet and tv equipment through the Xfinity website. I went through the entire process of selecting equipment to update. I got to the last screen and selected Complete Order after agreeing to the terms and conditions. The website then changed to the home page for the Xfinity website. I have yet to recieve a confirmation email. I want to make sure my order went through before I try to attempt the order again.
XfinitySara
Official Employee
•
2.5K Messages
2 days ago
Hey, @user_xczyjs! We can double-check our system for you. Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
0
0
user_xczyjs
Visitor
•
5 Messages
2 days ago
I am usually a very patient person, but I simply cannot let this extremely poor customer support service go unmentioned. I placed an order on 3/30/2026 to have my equipment updated as an upgrade was needed. After placing the order on-line, I did not receive any confirmation email or status update for several days. Hoping to get this issue taken care of in a timely fashion I placed a request for support assistance in this forum on 4/1/2026. I did not receive a response until the next day 4/2/2026 in the morning.
Well after requesting some initial information I have been stuck in an endless chat session with the support representative for over 5 hours without my simple request to place the order being completed. After numerous attempts to lead me down the path of selecting a different plan for internet and tv, The Customer support representative has now simply stopped replying. It has now been over an hour since the last correspondence from support. I have made numerous attempts and requests for a response without any answer. This totals over 6 hours of wasted time just to get an equipment upgrade order placed without any results. If there is anyone out there in Xfinity support land that can see this comment please reach out so I can finally get this taken care of. ............Totally disappointed.
0
0
user_xczyjs
Visitor
•
5 Messages
2 days ago
Well after wasting a considerable amount of my time and abandoning the call for hours I received a veil apology and the following statement. I am really at a loss.........
Well after wasting so much of my time without actually doing anything the only question I may have at this point is.......Maybe I should consider another service provider?
0
0
user_xczyjs
Visitor
•
5 Messages
4 hours ago
Well after a simple request to upgrade my equipment which started on 3/30/2026, It appears that perhaps finally this nightmare will come to an inglorious end. I will not go into the poor customer experiences I have gone through as my previous comments are there to be seen. Needless to say this may be the worst customer support experience I have ever had to endure. After having to receive 3 order confirmation emails (apparently I have to monitor my email to make sure I catch the email since I only have a few minutes to confirm the order before it expires), finally an order was confirmed and it appears that at some point I will receive a tracking number at Comcast's convenience to inform me when Comcast will be able to send out the updated equipment.
I am really disappointed and a little upset as a previous customer representative had told me that Comcast would schedule a technician as a courtesy to professionally install the updated equipment at no charge. Apparently that will not be the case. Yet another disappointment from Comcast Customer support. I have provided an excerpt of the exact wording provided to me during the session from the Customer support rep.
My back office team has the order ready to go. They would like to schedule this with a tech for you as a courtesy visit to get your equipment there as quickly as possible and have it professionally installed at no charge. To do so they would need your approval and can send you the link to make the approval via text or email. Please let us know how you would like to proceed.
If I had known that I would go through this much difficulty just to receive updated equipment Comcast requested I receive, I would have prepared myself for the time loss and aggravation. Needless to say I will need to do a lot of reflecting on this experience and consider making some changes.
0
0