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user_tptj57
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Tuesday, June 16th, 2026 7:40 PM

Pro WiFi extender battery backup

I went to the store and the manager said he filled out a form to get me a battery backup.  Still haven’t received and email confirming that.  Is there anyway to see if it really happened?

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1 hour ago

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XfinityJustinC

Official Employee

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2.4K Messages

2 hours ago

Hello, @user_tptj57 thank you for reach out over Xfinity Forums. I completely understand wanting to confirm the back-up battery order was submitted since you haven't received an email confirmation, from experience I've seen that once an order has been placed and equipment is being shipped you can typically see this when logged in to your account either online or through the Xfinity App. 

Do you happen to see a pending order when attempting these steps? 

  • Open the Xfinity app on your mobile device or log into your account online at: https://www.xfinity.com/overview
  • Sign in using your Xfinity ID and password (note that you must have a Primary or Manager Xfinity ID to access this).
  • Navigate to the Billing tab or your account dashboard to view your active orders.
  • Select your specific order to view its status and tracking details

 

 

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user_tptj57

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2 Messages

I don’t see anything about it.  

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1 hour ago

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XfinityJustinC

Official Employee

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2.4K Messages

@user_tptj57 thanks for checking, since you're not seeing anything I'd definitely like to investigate further and will need to gather some information that we don't want here in our public conversation. 

Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "Start new message" (pencil and paper) icon

• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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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1 hour ago

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XfinityJustinC

Official Employee

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2.4K Messages

@user_tptj57 I appreciate you sending the direct message with the requested information. I was able to locate that, and will follow up with you there to look into the back-up battery order further. 

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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1 hour ago

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