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user_6oyrze
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Visitor

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1 Message

09/21/2026 5:52 PM

Gateway Not Shipped

Hello, I ordered internet service for a new apartment I recently moved into. I ordered this service exactly a week ago. I was told it would take 4-5 days to get my gateway equipment. It is now 7 days later and my account is still showing that it hasn't even shipped. Any tips on getting in contact with a real human to figure out what's going on? The AI chatbot is incredibly useless and just keeps replying with the same script over and over about "you will be notified when it ships". 

Question

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Updated 

10 hours ago

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EG

Expert

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121.3K Messages

11 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityJeniece

Official Employee

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4.4K Messages

10 hours ago

Hey there, @user_6oyrze, thanks for reaching out through Xfinity Forums. I would be happy to check the equipment details. We definitely want to ensure you can get your new services set up. Can you please send us a direct message with your full name and your full address?

 

How to Send Us a Direct Message:

  1. Click “Sign In” if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:” line, type “Xfinity Support.”
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:” line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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