No emails confirming new internet plan with router shipment tracking info despite multiple attempts

Hello,

I made an attempt a few days ago to order a new internet plan through the website, but I have never received an email confirmation with the tracking number for the router that was supposed to come with it within the stated two hour window. As I failed to write down the order number on the first attempt, I decided to make another attempt, assuming that there might have been an error. When I still did not receive anything, I reached out on the Xfinity live chat. The person I spoke to said that they showed no record of my orders and proceeded to try to sell me a plan with worse speeds at the same price as the plan that I could see online, stating that this was the best plan they had on offer. It obviously is not the best offer that Xfinity can do because the plan I wanted is still showing as available online.

Determined to get the better deal, I have attempted to purchase it two more times. Each time I get an order confirmation page but no email. Can someone please just tell me what is going on and ensure that I don't have four new routers being sent to me? And please refrain from trying to sell me obvious garbage like $85/mo for 1GB. I can get the same speeds for $50/mo from Quantum.

Thanks