leinerd's profile

Frequent Visitor

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11 Messages

Thursday, June 5th, 2025 3:02 PM

Horrible experience trying to check XB10 availability

Xfinity customer service has now gone from terrible to downright sadistic. For a long time it's been very difficult to check for availability of new equipment, in this case the new XB10 gateway. I keep getting emails telling me how wonderful the new gateway is and so I finally decided to call customer service to try to get one. I waited for over a half hour while the agent tried to determine availability in my area. She finally gave me the "good" news that it's available, I qualify for it with my X class service, and it's available at my local xfinity store. I questioned how she knew this and she assured me that they have it in stock but that I would have to bring my current modem in to swap it.

So I spent over an hour driving down to the store only to be told that no one has it in my area and they don't know when it will be available. When I mentioned that the phone agent told me they have it, she said there is no way that they could have checked for that. She said I would get an email when it's available even though I keep getting emails encouraging me to get it. So now, not only do they require me to tear apart my system and drive to the store in order to check, they actively encourage me to waste my time by giving me false assurances that it is available. Sadistic!!

Official Employee

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2K Messages

2 days ago

Hello, @leinerd. I appreciate you making us aware of the experience you've had trying to obtain the new XB10 via Forums. I would be more than happy to review your account to confirm the eligibility status and how you can swap out your gateway.

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

Frequent Visitor

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11 Messages

OK, I sent the message. Thanks.

Official Employee

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1.7K Messages

Perfect! We do reply to these in the order received, and look forward to working with you!

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Frequent Visitor

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11 Messages

More time wasting. The message didn't do to you for followup. Some random agent answered, asking for my name and address, and then disappeared.

Frequent Visitor

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11 Messages

Took over an hour on chat to get answer that it's not available and xfinity has no idea when. Doesn't stop you guys from spamming me with false claims about "booming wifi".

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