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user_nyq6t9
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Friday, March 6th, 2026 8:09 PM

Replacement Equipment Not Sent

The technician on Monday told me that I needed to request replacement equipment as I was sent defective that doesn’t power on.  

I chatted with an agent on Tuesday who submitted a ticket for me to receive new equipment.
Wednesday the support agent told the equipment would be overnighted to me and I’d receive it Thursday. It’s Friday and I still don’t have the new equipment or any tracking information. 

Question

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Updated 

14 hours ago

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XfinitySara

Official Employee

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2.4K Messages

14 hours ago

Hey there, @user_nyq6t9! I'd be happy to check on that status for you :) Could you please send our team a direct message to continue?

 

To send a direct message: 

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page.
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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