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user_fdd763
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Wednesday, August 23rd, 2023 2:01 AM

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I received an xb3 but I already have an xb6

Last week, I received an email that I needed to upgrade my gateway to take advantage of higher speeds. So, I approved the shipment. (I didn't pay attention to exactly what hardware they were sending) A few days later, I received an xb3 in the mail. But I already have an xb6 that works great! I haven't done anything with the xb3 yet. Then, yesterday I got a text saying my equipment is ready for an upgrade. If I click the link, it shows an upgrade from what looks like an xb3 to a "new modem".

I obviously don't want to keep the xb3 and send back the xb6. If I try to approve the second suggested upgrade I get an "looks like something went wrong" error.

What am I supposed to do? Why the heck did I receive an xb3? What am I supposed to ultimately have?

Question

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Updated 

2 years ago

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Official Solution

XfinityPeterH

Official Employee

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1.8K Messages

2 years ago

Thank you for allowing us to help you figure out the correct equipment for your account. We will be following up with you in the next couple of days to make sure the extra equipment was removed properly. :-) 

This comment was created from this reply

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XfinitySheila

Official Employee

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1.1K Messages

2 years ago

@user_fdd763

 

Hey there! I can understand how this can be confusing, and truly we want to be sure to get it right. Please DM with your full name and address so that we can review your equipment and requirements. 

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user_fdd763

Visitor

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3 Messages

@XfinitySheila​ thank you, but I don't see how to send you a direct/private message. I don't see anything about that here or on your profile page. If I try to start a new conversation and search for your name, it doesn't show up as a result (only similar names like XfinityShelly). How do I send you a DM?

2 years ago

0

XfinityRoberto

Official Employee

 • 

1.7K Messages

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

Let me know if you have any questions.

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.
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2 years ago

0

DependentCustomer

Contributor

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47 Messages

2 years ago

Thus happens all the time. I have recieved incorrect equiptment more than 5 times in the past 3 years. Even when phone or online support promise one model, another model will come. It's a systemic issue.

(edited)

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