Visitor
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8 Messages
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.
EG
Expert
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115.6K Messages
10 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
Official Employee
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1.8K Messages
10 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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XfinityPaula
Official Employee
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1.8K Messages
10 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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8 Messages
10 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
Visitor
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8 Messages
10 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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