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user_4ncwa1
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Visitor

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Saturday, August 16th, 2025

Missing Gateway?

I received the text message offering to upgrade my Gateway for free on July 22 and opted to take it, but haven't received any information past the "we'll ship it to your address and send you a tracking email. Shipment takes 3-5 days." Since it's almost been a month with no further info, how can I check that it is actually coming? Thank you.

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25 days ago

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XfinityGabriel

Official Employee

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2.6K Messages

25 days ago

 

user_4ncwa1, Hi there! Thanks for reaching out. I can understand the concern with checking on that modem shipment. I am sorry to learn about this delay and experience. You've reached the right place. We are a team of experts who are dedicated to helping with equipment shipment issues such as this over social media. We can help. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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