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user_2gal29
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09/15/2026 9:41 PM

New upgrades

Ordered new equipment because I got

message saying I am in need of a up date.     Got text saying that it would arrive in 3 to 5 days.  Then got a text saying they could not contact me several days later and they said in a text they would send it by another carrier and would be noticed. I never got another message and can’t track my new equipment with your online assistant.   Really unsatisfactory customer service trying to get an answer about shipping tracking.  

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7 days ago

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XfinitySeth

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1.6K Messages

7 days ago

Hello user_2gal29 👋 I appreciate you coming to us in our community for help, and you're in the right place! If you were due for an equipment upgrade of any kind, we definitely want to help you see that through so we can ensure you're getting the most out of your services. If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, we'd be happy to track down your equipment for you 👍

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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,

How to: Direct messaging within the forum | Xfinity Community Forum

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