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user_dz9flu
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Saturday, August 24th, 2024 3:15 PM

Update on a Modem delivery

Hello,

On August 13th I got in contact with an Xfinity agent via the Xfinity Assistant due to a seemingly broken ethernet port on my current X-Fi modem, and ended up with an agreement to change my plan and have a new Xfinity Gateway modem shipped to me. I was told by the agent that the modem would "get delivered within next 24-48 working hours", and was given a tracking number.

As of today, the modem has yet to arrive, I can't find where to put the tracking number to check, and nowhere I've thought to try has worked. I've tried the Xfinity Assistant, but it hasn't been able to help, and as of right now is ignoring my request to chat with an agent.

So, here I am. Can someone help me with this?

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1 month ago

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XfinityThomasD

Official Employee

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893 Messages

1 month ago

 

user_dz9flu Thanks for posting on our Community Forums. You can use the tracking number through the UPS or FedEx website, depending on where the shipment is coming from. 

 

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user_dz9flu

2 Messages

I've tried both of those websites multiple times over the past week, and keep getting told that the order cannot be found. I tried again just now to be sure. The agent never told me where the shipment was coming from.

(edited)

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1 month ago

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XfinityThomasD

Official Employee

 • 

893 Messages

I appreciate you checking on both websites. We can help check on the order status for you as well. Please send our team a direct message with your full name and address.

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it.
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1 month ago

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