Visitor
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4 Messages
Ordered a new modem a week ago - still no email that it has shipped. Has it shipped? Tracking info please?
Hello forum....
I don't know how long this is supposed to take but I've read that I should "receive your modem in 3-5 business days" but it's been a week and I don't even have an email that it's been shipped.
I just want to know it's been shipped and if so, tracking information.
Right now I feel kind o' forgotten and I can't find any info or evidence (xfinity.com) that I even ordered anything. There is no "Orders" section on the web site that I could find.
Help?
XfinityChristy
Official Employee
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2K Messages
8 months ago
@hacksaw64 Hello and thank you for reaching out via our Xfinity Community Forums. I completely understand how frustrating it must be to feel left in the dark about your order. You should definitely have more clarity by now, and I'm sorry that hasn’t been the case. Let’s get this sorted out together. I'll help track down your order and get you the information you need. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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XfinityJustinC
Official Employee
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1.2K Messages
8 months ago
@hacksaw64 thank you for sending the direct message with the requested information. I'm not sure if you had seen our follow-up reply. When you have time please follow up there, so we can authenticate your account and check on the modem shipping.
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user_d8gfo3
1 Message
7 months ago
Hi - I am having the exact same issue. Ordered wifi and modem a week ago and haven't heard anything about it shipping. I can't locate the Direct Message button, even when signed in - I only see the "Ask Xfinity" AI service. Is there any way to resolve this issue quickly? I just moved and will find another wifi service if this cannot be resolved promptly.
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