Paying for 2 Gig Plan for 12 Months — XB7 Gateway Physically Incapable of Delivering Purchased Speed

Thank you for the response. I appreciate the clarification, but I’d like to dig deeper because I don’t think the full picture has been addressed.
While I understand the XB7 has a 2.5 Gbps ethernet port, real-world performance from actual Xfinity customers on your own forums tells a different story for wireless users on a 2 Gig plan:
— Multiple customers on your forums report achieving only 600-700 Mbps wirelessly on a 2 Gig plan with the XB7, even in the same room as the gateway
— The XB7’s WiFi 6 radio appears to be limited to 80MHz channel width rather than 160MHz, which cuts maximum wireless throughput roughly in half
— Customers have reported that the 160MHz setting is either locked or inaccessible on the XB7
— Even your own community members acknowledge the XB7 struggles to deliver 2 Gig wirelessly
My household relies primarily on WiFi — not wired connections. The single 2.5 Gbps ethernet port is helpful for one wired device, but does not address the wireless performance limitations that affect the rest of my home.
With that context, I have three specific questions:
 1. Can you confirm whether the XB7’s 160MHz WiFi channel width is enabled on my account, and if not, why not?
 2. Given these documented wireless limitations, would an upgrade to the XB8 or XB10 improve real-world WiFi performance on my 2 Gig plan?
 3. Given that wireless performance has been significantly below the speeds I am paying for, is a billing credit something your team can review?
I am happy to provide more detail via Direct Message. Thank you

Thank you for taking the time to share these details, user_ri8q2l. I genuinely appreciate how clearly you’ve outlined your concerns. I understand how important reliable high‑speed Wi-Fi is for a home that relies primarily on wireless connections, and I’m here to help. Wi‑Fi performance can vary based on many factors, and while some customers may report similar symptoms, the root cause isn’t always the same. That’s why we review each situation individually to identify what’s affecting your specific connection.

At this time, advanced WiFi settings on our XB6, XB7, and XB8 gateways, including channel width (20/40/80/160 MHz) and channel selection, are automatically managed by the gateway software. These settings aren’t something we’re able to manually enable or adjust on individual customer accounts, and the 160 MHz option is typically not user‑configurable. This is part of a system‑wide design intended to provide consistent performance and ensure compatibility with all customer devices. 

The XB8 does offer newer hardware, including Wi-Fi 6E support, which can improve performance for devices that support 6 GHz. However, similar to the XB7, the XB8 also uses automatic Wi-Fi management, and manual controls (such as channel width selection) remain limited. Depending on the layout of your home and the types of devices you use, some customers do see improved real‑world speeds with the XB8, especially on the 6 GHz band. If you'd like to explore an upgrade, I can review your eligibility and walk you through the options.