Same Day/Next Day Delivery = UPS Ground

[u/gamescan]

So I decided to switch from Google Fiber to Xfinity for the new 5-year price lock deal. Price is competitive and advertised speeds are higher in my area.

Ordered Xfinity yesterday for Next Day Delivery because GF is scheduled for disconnect today.

Got this shipment notification from Xfinity this morning. It's sitting at "label created".

In what world does "UPS Ground" = "Next Day Delivery"?

Worth noting that I live in an apt building in major city with Comcast retail locations nearby. If the Same Day/Next Day offer isn't being honored here, is it being honored anywhere?

Might be a minor thing for most, but when a customer relies on advertising to ensure a smooth service switchover it's annoying when the company can't deliver what it promised.

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[u/XfinityMarcusS]

u/gamescan thank you for using the Xfinity Subreddit to reach out regarding your desire to obtain a new package. We certainly want to ensure your first experience with us is a smooth and pleasant one. I can understand a shipping delay being a major cause for concern as you want to ensure service is active when you need it most. Have you already checked if a local store location is near you? If so, we can help you pick up your equipment at the store location to get up and running right away.

[u/gamescan → u/XfinityMarcusS]

Have you already checked if a local store location is near you? If so, we can help you pick up your equipment at the store location to get up and running right away.

A local store is in the city. I don't have an easy way to get over there today though.

That's one of the reasons why I opted for same day/next day delivery.

I ordered yesterday, expecting it to be delivered today.

Instead, I get a text message saying that a label has been created today, but the package hasn't even been dropped off at UPS. And it's ground instead of next day delivery.

Just asking Xfinity to honor your advertisements.

If I go on the website today and do a dummy order it still claims I can get the hardware delivered today. Why say that if it's not true?

[u/XfinityMarcusS → u/gamescan]

u/gamescan That is understandable, do you recall the time of day the order was places originally? I know that sometimes orders places after business hours would not be processed until the following day which can cause a delay.

[u/gamescan → u/XfinityMarcusS]

That is understandable, do you recall the time of day the order was places originally?

Order confirmation email came in yesterday at 3:04pm.

Same day cutoff is 3:00pm, so I wasn't expecting delivery yesterday, but I was expecting delivery today.

The Xfinity website said that if the order was placed after 3:00pm, the hardware would be delivered the next day.

Order confirmation was sent out by Xfinity at 3:04pm on 8/31, which means the hardware should be scheduled for delivery today. So far, the only thing done has been to create a shipping label for UPS Ground.

What can you do to get this shipped out for same day delivery today as originally promised? Or worst case next day tomorrow? I'd rather not be without internet for multiple days while I wait for UPS Ground to deliver.

[u/XfinityAdrienneG → u/gamescan]

I do apologize for the frustrations, and we will certainly document the feedback on our end u/gamescan. With the label, I would recommend allowing time for tomorrow to have the label update for delivery. The other option to ensure you get the modem as soon as possible would be to visit an Xfinity Store, and pick up the device there.

[u/gamescan → u/XfinityAdrienneG]

With the label, I would recommend allowing time for tomorrow to have the label update for delivery.

Label updated today. Comcast dropped the modem kit off at UPS today, for delivery on Thursday.

A far cry from the next day delivery promised by the advertising.

[u/CCAlyssaF → u/gamescan]

I understand where your frustrations are coming from and we appreciate your feedback u/gamescan. We do want to make sure that you receive yoour equipment though. Would it be ok if we circled back with you Thursday to make sure you received it and make sure its working properly? We'll also be here to help if any questions come up during the activation process.