Order Number Tracking? Never receiving a "shipment"?

Hi, I am a new Xfinity customer. I placed an order 3 days ago for my Xfinity gateway and paid for overnight shipping. I received the modem the next day. When I began the activation process, it was unable to complete because the modem could not get online (power on, us/ds blinking, online off), I called Xfinity. They told me the modem was probably defective and scheduled a drop off the following day. I waited around for this drop off which never arrived. I called again and was told no drop off was in the system (even though I received an email that morning reminding me about it). This agent told me they would overnight ship a new modem to arrive within 24 hours. It never arrived. I called again and they said there was no record of a shipment. They prepared another shipment to arrive within 24 hours and said to wait for a shipping confirmation email. I never received. I called again and they said the order was placed and gave me an order number (not sure what to do with this, it cannot be used for tracking purposes) and was told to wait for my email. Still have not received a confirmation email. So, I called again, was given the same order number, but still no confirmation. I am not confident I will have a modem tomorrow, and if I do not I plan to switch to AT&T. If anyone has experience with this, please let me know what you did to get past this point and finally get a modem. Not sure how this kind of service is acceptable, especially during a pandemic that requires working from home.