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user_dobqov
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Monday, July 27th, 2026 6:10 PM

Three phone calls, hours wasted, still no modem!

I have called on three occasions and still do not have my modem included with the 2 gig internet. The last person kept me on the phone almost an hour trying to sell me other services under the guise he was waiting for some other department to look into the alleged missing order. I still don't have the modem. What does it take to get the modem, changing to a provider that has excellent customer service?

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23 minutes ago

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XfinityCliff

Official Employee

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449 Messages

57 minutes ago

Hello @user_dobqov, and thank you for reaching out on our Xfinity Community forums!

We can understand how frustrating it must be to make multiple calls, spend hours trying to get this resolved, and still not receive equipment you were expecting for your Internet service.

We'd like the opportunity to take a closer look into this for you. Please send us a Direct Message* with your full name and service address, and we'll review the order details and see what happened with the modem shipment. We look forward to working with you to get this resolved.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  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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user_dobqov

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2 Messages

@XfinityCliff​  [Edited: Personal Information] 

(edited)

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33 minutes ago

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XfinityCliff

Official Employee

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449 Messages

Thanks for that information Doug, I believe we have located your account.

In order to fully verify your account we would need to send a 6-digit code to your email or phone (via text) that is associated with your account.  The code does expire after 15 minutes so you would need to send it back to us here during that time frame.

 

Is now a good time to send this, and if so, would you prefer email or text?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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23 minutes ago

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