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user_plplb7
1st Topic

Visitor

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1 Message

Tuesday, August 5th, 2025

Waiting on cable box delivery for over a month

I have been waiting for a cable box to be delivered to my apartment for over a month now. I was initially told it would take 2 business days. Then I was told it would take 5-6 days. Then I was told there was an incident with the courier and it was being re-sent. Weeks later and still nothing! I have spent hours in the phone with customer service and still have not received my equipment or concrete information! Very frustrated!!

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4 days ago

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XfinityMarshante

Official Employee

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422 Messages

25 days ago

Hello @user_plplb7, thank you for taking the time to leave a post. Sorry to hear that you have not received your cable box. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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user_fmduoo

Visitor

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1 Message

4 days ago

I've been waiting a month

I've recorded my calls... 

Still no answer as to why I haven't received my tv box

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XfinityJustinC

Official Employee

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1.6K Messages

@user_fmduoo​ thank you for reaching out over Xfinity Forums. Typically an order to send equipment out is around 5 business days, as long as there are no holidays that may delay shipping. Waiting a month is definitely a lot longer that it should take. From experience, when an order is placed you can check on the status either by logging into your account or if you received an email communication: 

Using your Xfinity Account:
  1. Sign in: to your Xfinity account online or through the Xfinity app. 
  2. Go to the Billing tab: within your account. 
  3. Select your order: to view its status, including the order placement date, shipping date, and estimated delivery date. 
Using your Email
  1. Check your email inbox: for an order confirmation email from Xfinity. 
  2. Look for the shipping confirmation email, which will contain a tracking number from the shipping carrier (e.g., UPS, FedEx). 
  3. Click the tracking number link: to go directly to the carrier's website for the most up-to-date tracking information. 

- Did you receive an email confirmation from when the equipment order was placed?

- Do you see any pending orders when logging into your account either online or through the Xfinity App? 

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