Visitor
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2 Messages
Paid for Priority Shipping of a WiFi Modem and Was Given a Shipping Confirmation Last Thursday, UPS Only Has a Label and No Other Updates
I purchased WiFi and a starter kit from Xfinity and received a shipping confirmation last Thursday morning. I paid extra for priority shipping so I was expecting it to arrive in 1-2 business days. When I opened the tracking information attached to the shipping confirmation email, I was directed to a UPS page that said, "UPS doesn’t have possession of the package yet. Estimated delivery date will be available as soon as we get the package," under estimated delivery and that a label had been created as of "06/26/2025, 6:37 A.M." That has not changed since last Thursday. I have received no updates about the modem since then besides the bill statement for the month. I have tried to reach customer service multiple times through the phone number and the virtual assistant and have had no help with resolving this issue.
EG
Expert
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113.9K Messages
3 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityRaf
Official Employee
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1.2K Messages
3 months ago
Good afternoon @user_7nax02, and thanks for reporting your shipment delay to us. If you could send our team a direct message with your full name and full address, we can look into what happened with the order, and submit a new one if needed.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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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