Community Forum

Ordered new Modem no confirmation email

New Poster

Ordered new Modem no confirmation email



I decided to replace my old modem and decided on an exchange. I was able to submit an order for a self install but I never received a confirmation email. The email on my file is correct and I even checked my spam folder. I was still not able to find the confirmation email or even any order details on my account. The self install kit was scheduled to arrive 2/7 - 2/9 and it is now the end of 2/9. 


I am also confused at the fact that when I was ordering the new modem it told me that I could return the old modem and when I clicked on the "return old equipment" button on my account to see what it would be like to return, I was given the message that I could not return the modem that I currently own.... 


Please help, my modem is old and has been causing issues. I just want to know if I am getting a new modem or not. 

Official Employee

Re: Ordered new Modem no confirmation email

Hi there, @ajrios 


Let our team pull up your account and see what we can do about your modem. Can you please private message me your full name and service address? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!