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user_kgfs4z
1st Topic

Visitor

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4 Messages

Sunday, November 9th, 2025

Order status

I upgraded my Internet, but I have not received the new equipment. how can I check on the status of my new modem and router? I tried looking through my account and using the AI chat, but it was not helpful. can I please get a person to look into this?

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2 hours ago

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XfinityQue

Official Employee

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226 Messages

2 hours ago

 

user_kgfs4z, hi there! Thanks for reaching out. Congrats on your upgrade! Speaking on the upgrade, did you receive an email with tracking information? Have you checked your Spam/Junk folder? 

 

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user_kgfs4z

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4 Messages

I checked my email, but I did not get a message with any tracking information. I see the order confirmation, but it does not have an order ID on it either

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2 hours ago

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user_kgfs4z

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@XfinityQue​  I checked my email and I confirmed I did not receive a message with the tracking information. I received an email from when I created the order, but it does not have an order ID

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2 hours ago

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XfinityQue

Official Employee

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226 Messages

 

user_kgfs4z, ok, thanks for clarifying. What speed did you go from and to? Also, can you describe your current gateway? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 hours ago

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user_kgfs4z

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I upgraded to a two gig. I’m not sure what it was before. I currently am using a Netgear modem and router Model C6250 with a google mesh system

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2 hours ago

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XfinityQue

Official Employee

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226 Messages

 

user_kgfs4z, ok, sounds good. I see - so, when you placed the order for your upgrade, did you opt in to use our gateway? If you chose to continue using your owned equipment, we wouldn't ship out any additional equipment or products. 

 

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

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2 hours ago

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