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th2paul
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Saturday, April 11th, 2026 7:12 AM

Need a way to get an XER10 to upgrade XB7 and get proper speeds

Heya, its crazy that im turning to forums for something like this but calling comcast/xfinity and waiting on hold, fighting the automated system, and dealing with people who are all saying different things has brought me here.

So I have a 2000up/2000down FIBER plan with comcast xfinity right now. The XB7 is only delivering about 600/700 (1/3rd of what I am paying for). The reason is because the XB7 only has 1 port above 1g, and that red port is used for the nokia fiber epon thing.

The XER10 has 2x 10g ports (1 for epon, 1 for WAN) but everytime I call in to try to get this thing ordered I get told something else.

  1. "we need to send a tech out and schedule an apt 2 months forward"

  2. "we need to run some tests and reboot( change your current working plan)"

  3. Have you tried going to the Xfinity store? (they dont have XER10s there)

  4. some other reason why they can't do it and trying to sign me up for a mobile plan.

So, I am hoping to reach someone at comcast/Xfinity who has some power to be able to get this thing ordered.

Question

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Updated 

1 hour ago

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EG

Expert

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117.3K Messages

2 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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XfinityCliff

Official Employee

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137 Messages

1 hour ago

Hello @th2paul and thank you for your post regarding the XER10 on our Xfinity Community forum! 

We can definitely review your account to determine XER10 eligibility for you. 😀 In order to get started we would need you to send us a direct message* (I'm including some handy instructions below for you in case you've never done it.)

Please include your full name and your service address so we may locate your account, and once we have you verified we can proceed from there!  We look forward to hearing back from you! ❤️

@EG thanks for bringing this to our attention!

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…

(edited)

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