Visitor
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1 Message
Router that was expected two weeks ago
I was told that a replacement router would be sent to me two and 1/2 weeks ago since the customer service representative determined the reason I was unable to use my Xfinity service for cable TV and Internet was due to a faulty router. She said all I would need to do would be to plug the router into the wall plug and it would work again. How can I find out why I haven’t received the router yet when I was told it would be here in 2 1/2 days?
XfinityVianney
Official Employee
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2K Messages
1 day ago
Thank you for reaching out and creating a new post. I understand you first had some trouble with your cable TV, leading to a new device being sent. After the order, I see you haven't gotten any updates or received the device. I'll be glad to jump in on my end and provide more clarity. I can review the original issues with your cable along the way and also work to address the concern with the new equipment we sent.
We are a full service team, so you've come to the right place. Please send me a direct message with your full name and service address to get started.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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