I didn’t get tracking number for the order

Hi. I paid for the order online, and the confirmation email said that Xfinity will send me a separate email with tracking information. But I didn’t get any. I have my own modem, but the app and the agent from the chat refused to add the modem and said to wait for the Xfinity’s modem. I am switching from Xfinity services to NOW (by Xfinity). Being without stable internet is tough nowadays. The question is when I will receive the modem. Or please allow me to use my own modem; I will pay the fee.

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XfinityBenjaminM

Official Employee

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3K Messages

1 day ago

user_5ex43j Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear of the experience you are having. We'll be happy to take a look at your account to make sure we are answering your questions accurately. We can say that with NOW Internet, you are required to use our modem, and we'll be happy to check for tracking and see what's going on. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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user_5ex43j

I didn’t get tracking number for the order

XfinityBenjaminM

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