Udated cable box never arrived, no notifications of shipment or status either

I am trying to solve a problem for my parents. After having no service for over a month my parents set up a service call with a Comcast/Xfinity technician. After trouble shooting he said the cable box was outdated/not functioning and ordered a new box which he said would arrive quickly. After nearly a month no new box has arrived. They now have had over two months of no TV/cable service.

I have not been able to find any record in their account of a box being ordered, no shipment notification or status, and am wondering whether the technician actually order a new box for them.

Please help me locate the box, or if one in fact has not been ordered, please help me order a new one for them. They are housebound and having access to movies and shows really helps them enjoy their evenings.

Thank you!

Tony [Edited: "Personal Information"]