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hyh3898
1st Topic

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4 Messages

Thursday, May 19th, 2022 6:09 PM

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Do I need to exchange my XB6 to XB8 modem?

Hi I just upgraded my router to Eero Pro 6E and it supports wifi 6E now. I am wondering if XB6 is still compatible with my new eero routers or should I upgrade to XB8? I also found that my internet speed will randomly cut off(very low 1~5 mbps) at night around 8 to 12pm.

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3 years ago

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XfinityMarcos

Official Employee

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2.3K Messages

3 years ago

Hello, @hyh3898, that's awesome to hear you were able to upgrade your router recently. Our XB6 should be compatible, they're still a very quality modem, but they don't have that Wi-Fi 6e technology. You would need to reach out to your router support to confirm if there might be any compatibility issues. Does your connection drop completely or just get extremely slow? Have you moved your modem and router placement at all since the upgrade? As of April 5, the XB8 was made available to eligible customers with a minimum of Extreme Pro+/Ultrafast and Gigabit Internet speeds. However, inventory vs. demand prevents us from guaranteeing that a specific modem order will be able to be fulfilled in the warehouse.

 

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hyh3898

Visitor

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4 Messages

@XfinityMarcos​ Hi, thanks for answering that! The internet just goes extremely slow.

3 years ago

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XfinityMarcos

Official Employee

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2.3K Messages

@hyh3898, understood, thanks for clarifying and hanging in there with me. I'd like to make sure we're on the same page and ask a few more clarifying questions. Thank you in advance for being the eyes and ears. What troubleshooting steps have you taken already? That way we can avoid repeating as much as possible. Also, the XB6 does have a built-in router, are you able to test the connection when you're using just your Xfinity modem? I know you mentioned that you've only noticed this slowed speed at a specific time, so it's always best to troubleshoot while the issue is active. To that end, our My Account app is a great tool to use for many reasons, but in particular, it does have a troubleshooting function. You can test in real-time what's going on, and if a tech visit is recommended you can even schedule one from the app. I love all the self-service functionality, it really helps to make life more convenient lol. You would just need to select the internet tab at the bottom of the overview page followed by the troubleshooting link. 

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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

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hyh3898

Visitor

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4 Messages

Yes, with the XB6 itself, it works fine and with the Eero Pro 6, it works fine as well. I only see this issue in Eero Pro 6E, so I am not sure if that's a compatibility issue or not. I have tried reboot all modem and routers but the issue still exists.

3 years ago

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XfinityOrlandoM

Official Employee

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2K Messages

@hyh3898 To rule out Compatability I would recommend, going straight from the modem and doing a speed test https://comca.st/3NroMp2 to make sure your modem is receiving the correct speeds.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

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XfinityMarcos

Official Employee

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2.3K Messages

3 years ago

@hyh3898, you're very welcome, that's what we're here for 😃. If you're looking to take advantage of the new XB8 tech, I would recommend reaching out in the future when we've updated our inventory. I totally get wanting to have that new modem now, but in all likelihood, you'd end up getting an XB7 shipped out. However, I would like to keep helping you with that connection issue you've been experiencing. Did this start happening when you upgraded the router? Xfinity put together a really great walkthrough guide on some quick ways to fix common connection issues. I love that we're always creating content like this, so please take a look at our Improving Wi-Fi Network Performance doc. 

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hyh3898

Visitor

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4 Messages

@XfinityMarcos​ Yes, the issue starts happening after I upgraded my router.

3 years ago

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MNtundraRET

Gold Problem Solver

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5.9K Messages

3 years ago

Everyone should be aware that their local service center may actually ship an XB7 if out of stock.

Not sure if this is a computer, or human, problem.  It happens too often right now.

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