Visitor
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2 Messages
Xfinity Gateway
I ordered an Xfinity Gateway modem/router online a few days ago, and at the end came to an Equipment Summary page which I screenshotted. Subsequently I have not received a confirmation email or tracking number. How can I find out the status of my order?
XfinityPaula
Official Employee
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2K Messages
6 hours ago
Hello user_0ohupv. Thank you for placing the order online for one of our Xfinity wireless gateways! I'm sorry that you have not received any details regarding the status or shipment of your order. I have a feeling that there may have been an issue with the processing and the order failed. No fear, we can help you out with everything from here. Can you please send us a direct message with your name and service address? From there we will verify the account and help out with getting the gateway to you asap.
Here are 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
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user_0ohupv
Visitor
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2 Messages
5 hours ago
So that was a massive waste of time. After going around in circles (firstly telling me I didn't have an account, then not able to find it, then saying there's no order, then saying they'd sort it out) I've ended up waiting for over a half an hour with no response. Clearly the agent didn't want to deal with the situation and left me hanging. Really disappointed with this so-called "customer service". I guess I'm going to have to call in and wait on the phone for an hour to try to speak to a human being. And failing that, drive an hour to a store to get someone to sort this out.This should be incredibly straightforward and simple, and I can't believe how useless the response has been.
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