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user_0l6jzh
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1 Message

04/29/2026 4:34 PM

WiFi modem says delivered but wasn’t

The WiFi modem was supposed to be delivered the day I move in to my new place and it delivered a few days before. Now no one knows where it is 

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1 hour ago

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XfinityJamesC

Official Employee

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3.2K Messages

5 months ago

Greetings, @user_0l6jzh! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear your modem cannot be located, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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user_z68vpf

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1 Message

2 hours ago

I am having the same issue. Router was delivered before I moved in. It is nowhere to be found. 

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XfinityRoberto

Official Employee

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2.5K Messages

Hi there @user_z68vpf. I am sorry to hear that your modem was delivered early and you are not able to locate it. We are happy to take a look at this for you today.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Let me know if you have any questions.

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