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user_60b9ru
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Monday, January 26th, 2026 10:25 AM

L1 LIE: "Manesh" Fake Sep 5 XB10 Ticket + Escalation

L1 rep confirmed previous agent "Manesh" promised XB10 ticket on Sep 5, 2025, but it was never created.

New escalation ticket #[Edited: "Personal Information"]created 4:25AM today for Tier 2 provisioning code override and XB10 self-install kit with priority UPS Next Day shipping.

Account: [Edited: "Personal Information"], 2Gig plan. Current XB8 gateway ethernet ports limited to 834 Mbps—need XB10 for multi-gig capability.

No updates in app or texts yet. Please provide status and shipping confirmation.

Thank you,
Reggie.

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2 hours ago

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EG

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115.6K Messages

3 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityPaula

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1.8K Messages

2 hours ago

Hello user_60b9ru! Thanks for reaching out to us for help with the XB10. I'm sorry to read that the XB8 is not delivering the speeds you should receive with your plan. The XB8 supports speed up to 2.5 Gbps, so it should be able to support your service without an issue. The XB10 is only available with a professional installation for customers in our FDX markets offering symmetrical speeds for upload and download. That may be the issue with receiving the XB10. I would love to help you out with the speed and see what options we have for replacing the gateway. 

With the speed test are you on a wireless connection or a hardwired connection? 

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user_60b9ru

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@XfinityPaula​ Hired wired connection. You see the issue on the XB8 is that there’s only one port for speeds reaching 2gig, the rest are throttled. Unlike XB10. I would love fiber here too if you can’t handle that, how much? Give me a figure. Otherwise, please deliver the speeds as paid for.

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2 hours ago

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user_60b9ru

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Furthermore let me add that the Xb10 has been available since April 10th, and multiple supervisors have confirmed it’s available for my plan. Please ship it asap.

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2 hours ago

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user_60b9ru

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I pay top dollar and wish everyday that you guess will add fiber. I might just get starlink at this point so I can at least get the service I paid for. Please be nicer to your loyal customers. 10+ years and counting even despite moving houses.

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2 hours ago

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XfinityPaula

Official Employee

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1.8K Messages

user_60b9ru Thank you for allowing us to help and explaining the issue with the XB8. It seems that the XB10 and XB8 offer the same capabilities for their available hardwired connections. I'm happy to dig into this for us further to see what options we have to help make sure that we are meeting your needs.

I'm sorry, but it seems that the leaders were incorrect on the availability of the XB10. The device is only eligible for FDX accounts with the 500 Mbps plan and above. I don't have the option to override that rule, but we can have your service evaluated with a repair technician, and they may be able to make that change. 

I'm sorry that we have not been more help in the pass, especially for a loyal customer like yourself being with us over 10 years. I also do not want you to switch, and I want you to love your service!

Can you please send us a direct message with your name and service address? 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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2 hours ago

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XfinityPaula

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1.8K Messages

2 hours ago

@EG Thank you for moving the post over to our support area! 

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user_60b9ru

Visitor

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6 Messages

2 hours ago

Just to add to insult, the rep Manesh never even created a ticket back in September. Made a fool out of me. Why would you treat a loyal customer like this over a simple request? I also pay $15/m for Xfinity promo, have had 3 outages this month and not once did a single website load on the pro backup despite a full battery. Please make it up Xfinity, I don’t want to switch

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user_60b9ru

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2 hours ago

Also my friend from east brunswick on the same plan has the XB10 he picked up from the store. I can’t get it shipped?

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