No confirmation email after upgrading equipment online

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:

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page.
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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!

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. 

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 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.

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.

I would like to once again opine my thoughts on this arduous customer support journey and add another chapter to my Comcast support story (please keep in mind I have been working with customer support for 7 to 8 days without relief so I feel entitled to a little therapeutic venting).

Just when you think your order is completed….they pull you back in.….well let me continue my Comcast story (thought I was finished commenting on this but let’s hope this last comment is a wrap).

Looks like I will be going back to scheduling a technician to update the equipment at no charge instead of receiving a shipment.

Well I have to admit it to myself (and to whoever else is interested), Comcast has accomplished something I thought I would never say again in my lifetime. Please believe me when I say I have been on this earth a very long time. I can once again officially say that this customer support experience is the worst I have ever experienced in my lifetime.

If I knew that the simple act of requesting an equipment update would take me on this journey wrought with peril and frustration, I would have simply ignored the Comcast offer to provide an update. Unfortunately I do not have the power of precognition or have the serendipitous fortune of having a premonition of what lied ahead for me. I am now only hopeful that after once again having to put in another order this unpleasant adventure will reach its conclusion.

Fingers crossed and a prayer that this order will go through without incident.

AT LAST !!!! a final comment on the matter, I would like to announce that finally after numerous disappointments and unnecessary order failures, this story has finally come to an end (with perhaps a happy ending?).

The new equipment arrived on 4/8/2026 which was perfect since my son was visiting for a couple of days. My son is extremely tech savvy and works in the IT field so he was able to get everything up and running in a matter of minutes. The next day the Comcast Tech arrived and verified that everything was working correctly and added some much appreciated enhancements to improve the overall signal strength. The Comcast Tech was indeed the best part of the overall lacking customer support. He provided a lot of information and answered all of my son’s techie questions with a smile and good humor. I would have to give the Comcast Tech 5 stars plus for the exemplary work and assistance provided. So I must admit that although Comcast support failed in so many ways the outstanding efforts put forth by the Comcast Tech brought a happy ending to this otherwise sad support story.

I would like to thank everyone (especially the Comcast Tech) who through persistent deliberation and effort assisted with bringing this Comcast customer support story to a close. Although my customer experience was quite unforgettable through most of this story (not in a good sense of the word), I would like to take from this that customer support like life is a process ever evolving and maturing.

I am hopeful that the Comcast support team will review this pilgrimage through customer support [Edited: "Language"] and perhaps ascertain some insights and direction to improve some of the gaps in customer support in the future. I can confidently say that I have gained a lot of insight on how much Comcast current support process is in need of some changes and also how incredible the Comcast Technicians are at their job. All that being said I would like to believe that Comcast support has the best of intentions where the customer is concerned and that Comcast customer support as in life will learn from and reflect on the shortcomings and make changes for the better.