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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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6 hours ago

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EG

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116.3K Messages

11 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

Official Employee

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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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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11 hours ago

EG

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116.3K Messages

@XfinityPeterH​ Quite welcome !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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6 hours ago

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XfinityPeterH

Official Employee

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2.6K Messages

11 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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