Xfinity Internet order "processing" for 6 days

[narcyssiphus]

I placed my order for Internet on April 17th, and as of today April 23, the modem still hasn't been shipped. 

Is this normal? The person I chatted with to help me place the order made it seem like I could have recieved the modem last weekend.

**Labels Updated**

[hktran10]

I also ordered xfinity and it has not even shipped! I ordered on the 15th and have not received any communication from rogers since. I hope it will arrive soon. It’s all very frustrating.

Is there a possibility to cancel my internet xfinity plan? I ordered self installation on the 15th, and I have not received any router or shipping information. I’ve called the help line 3 times and twice, was promised delivery on that day and it never arrived. I feel as if my order was forgotten about. There’s no tracking information on the app either. I’m frustrated waiting hours in the help lines just to be told “it’s coming” with no actual proof. Is it possible to cancel my plan before even receiving my router, so I can move to a different provider? I really need internet for work and have waited over a week now with no communication from Rogers.

[narcyssiphus]

Have you received your shipping confirmation yet? I'm still waiting.

[RogersYasmine]

Hello @narcyssiphus & @hktran10 ,

Thanks for joining us in the community forums. So very sorry to hear about how long it's taking for your shipment to arrive. It's possible that the Easter long weekend may have caused some delays. By any chance, have you both received your equipment since posting?

@hktran10 : I am sorry to hear that due to this experience, you are considering cancelling altogether... that is certainly not how we would have liked things to go. Hopefully, you've changed your mind, but if not and you still wish to proceed with the cancellation, you'll want to get in touch with our Customer Care team at 1-888-764-3771 during their regular hours of operation. 

If either of you still have not received your shipments, kindly contact us via PM @CommunityHelps  so we can have a peek to see what's going on! For more information on how to send a Private Message, please click here.

Much appreciated,

RogersYasmine

[hktran10]

Hi Yasmine,

I had reached out to a live chat agent yesterday and was informed that my order was somehow cancelled without reason or notification. It was a little frustrating, however, she was able to set me up with a new plan and my router has arrived today. Thank you for the help!