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Order Number Tracking? Never receiving a "shipment"?

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Regular Visitor

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. 

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Diamond Problem Solver

Re: Order Number Tracking? Never receiving a "shipment"?

Have you determined if you are working with a live cable outlet? The modem’s lights etc are consistent with being not on a live cable outlet. There’s a better chance that’s the problem, not the modem

I am a Retired Official Comcast Employee
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Regular Visitor

Re: Order Number Tracking? Never receiving a "shipment"?

Hi, I believe so. I do not have the equipment to test it. I am in an apartment building so I also do not have access to the divider. I do however have two cable outlets in my apartment and have tried both. Other customers in my building are not experiencing issues, nor did the previous tenant. 

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Diamond Problem Solver

Re: Order Number Tracking? Never receiving a "shipment"?

I’ve escalated it up to an Official Employee to help get a tech out

I am a Retired Official Comcast Employee
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Official Employee

Re: Order Number Tracking? Never receiving a "shipment"?

Hi slt220, I'd be happy to assist you with getting your services activated. To get started please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message".


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.
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