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user_36ra26
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Sunday, March 1st, 2026 4:23 PM

Router not shipped

I scheduled my delivery date for my wifi router to come in on 2/28/26, and need WiFi asap in my new apartment due to work. I have received a tracking number, but the package has not even been shipped yet, and it is a day late. How can I go about this to ensure I can have a router soon?

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3 hours ago

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EG

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116.3K Messages

3 hours 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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XfinityPeterH

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2.6K Messages

@EG​ Thank you for moving this over for us to help!

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.
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3 hours ago

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XfinityPeterH

Official Employee

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2.6K Messages

3 hours ago

 

user_36ra26 I would be reaching out if I were in your shoes too. We are happy to help. One things you can do is to stop by any nearby Xfinity store as they will help get you a modem if they have one at the store, and two you can send us a direct message so we can take a look at the shipment. Please make sure to include your full name and complete address in the DM.

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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