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user_9t9cqt
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Friday, May 2nd, 2025

XB10 Availability

Dear Board - 

I have spoken now to about 20 different people (online, on the phone, technicians in the home, people in the store) in Xfinity to ask a relatively simple question. I have X-class internet, and am in Rockville - where the XB10 was announced to be rolled out. Here are the answers I get - including after having a sub-contracted technician come out to install an XB10 and having been sent an upgrade for home installation which turned out to be a second XB8. This is now an ongoing saga of over two months while being told in the App to upgrade and being bombarded by advertisements about the infamos XB10. 

The XB10 is only in Alexandria and the Beltway

The XB10 is not available anywhere

Your account will get an XB10 but just not yet

You have the XB10 in the system

Your XB10 request is in the system

The question: When will the XB10 be available for Rockville, MD and for what kinds of accounts?

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23 days ago

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EG

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112.9K Messages

4 months 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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XfinityJorge

Official Employee

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2.4K Messages

4 months ago

 

user_9t9cqt Hello there! Thank you so much for using our Forums to contact us regarding our XB10 availbilty and we are happp to work with you to give you a clear answer. To get started can you send us a DM with your name and address? 
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

 

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ScottTP1

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2 Messages

There is no  Click the "Direct Message" icon (upper right corner of this page)  even after I sign in.  Notification Bell and a Account Menu but no Direct Message icon.

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3 months ago

ScottTP1

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2 Messages

3 months ago

I too have a need for the new XB10 router and my address is [Edit: Personal Information] and I have maxed out 1.2 gigabit service and I am not necessarily looking for the X2 service if its not ready yet in my area but I wanted the router if it was possible to have it with the X2 Service rolled out in my area.

(edited)

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XfinityMartyR

Official Employee

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2.5K Messages

@ScottTP1 Thanks for reaching out. Currently, the XB10 Gateways are only being allocated to customers that have our X-Class speed tier, X-500 or above. Unfortunately, we don't have a timeline on when the XB10 will be available for other speed tiers. 

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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3 months ago

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user_1d632f

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Ok, so how do we get it?  Customer service says it’s available for my address.  They keep saying they will send it out with a technician and/or I can pick it up a local store….  Problem is every time the Technician shows up he doesn’t have one or isn’t aware that he was specifically suppose to bring one…Can’t call the store directly….SO it is hit and miss if I happen to stop by a store and they have equipment…..as of now it’s all MISS…Can’t get a straight answer out of anyone.

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2 months ago

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brewtalizer

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1 Message

2 months ago

Did you ever get your XB10?

I'm in Florida, and I recently upgraded to the 2100Mbps / 300Mpbs plan, my upstream speed doesn't go past 90Mbps, and I had to disable IPv6 for it to go above 1.5Mbps up.

Downstream is fine as long as I use the MultiGig port on the XB8, so I called to get an upgrade to an XB10 and I was given an Order Number, couple days later seeing as there was no evidence of such order number in my email or mobile or anywhere I hopped on the chat and I was told that there was no order. Then I was told that the don't ship XB10s to customers by mail due to "increased scams and fraud" they told me I had to go to a store and pick one up, I asked them to check for stock and they said my nearby store had them.. and that I could pick one up and then ship my XB8 back later, but I have a feeling that when I show there there will be no XB10.

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XfinityJustinM

Official Employee

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250 Messages

Hi @brewtalizer, I really appreciate you joining us here on our community forums. I am sorry to hear that you have been misguided in your search for an XB10, but I am here to provide you with some clarity. At this time, the XB10 is only available to customers with X-class services. Your current speed resembles our mid-split upgrade, which would not be eligible for an XB10 at this time. I would love to take a closer look at your network to see what we can do about those upload speeds. If you could please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_e7d7e5

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5 Messages

2 months ago

I also have a xb8 router/modem in Boston area and I am looking for information to switch to a xb10.  I have not been able to successfully get an answer from customer service. Any thoughts 

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XfinityLinda

Official Employee

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2.1K Messages

@user_e7d7e5 The XB10 is not widely available yet. It's available to our X-Class customers currently. Later in the year, we'll have more availability for the rest of our customers.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_RD3g9k

Contributor

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185 Messages

I have x class can I get the xb10 please

I want my user name back 

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1 month ago

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XfinityDilary

Official Employee

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2.5K Messages

Hello, @user_RD3g9k! Thanks for your comment. We can help with your equipment request. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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user_d00346

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1 Message

1 month ago

i need the xb10 when is it available in the north west .

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XfinityAmandaB

Official Employee

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2.5K Messages

@user_d00346 The XB10 is currently only available to our customers with XClass services as mentioned above. Our XClass services provide symmetrical speeds; not only have a special plan, but they are not available in all areas. You can check to see if you are in an XClass area on our Broadband Facts page. If you see speed descriptions with the same up and down speeds, you would be eligible for the XB10. Check that page out and let me know what you see. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

user_xmzhlt

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1 Message

30 days ago

I am in the Chicagoland area after speaking with customer service. They told me that the XB 10 is available for me, but it cannot be shipped to me. I have to go to the store and pick it up. I went to the nearest store and they didn’t know anything about it. I have the highest tear available and I do qualify for that modem/router as soon as it’s available.   However, I keep getting the runaround and people not knowing anything about it or people saying that Yes it’s available and I should be able to get it but they don’t know how it’s absolutely absurd.  I am on the 1200 MB tier.  I am honestly considering switching to AT&T, who was offering me a much better deal on a 3 GB service as compared to what I’m paying now which is $95 for the 1200 MB service.  I have a friend next town over Who does have the 2 GB tier but we still don’t have it in my town as far as I know which is another question I’d like to know when it will be available at my address.  Thank you for any help.

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XfinityDemitrius

Official Employee

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2.1K Messages

Hey @user_xmzhlt. Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate your interested in our XB10 Xfinity xFi Gateway. The Xfinity xFi Gateway XB10 model is only available for our FDX DOCSIS 4.0 customers only at this time. If you are on our 1200 Mbps plan, it does not appear that the account is on our FDX DOCSIS 4.0 class level of service for eligiblity. 

We would be more than happy to confirm the services on the account for eligibility, but if the account and level of service does not meet the minimum requirements, we will be unable to ship the device. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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30 days ago

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user_1d632f

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4 Messages

Xfinity Customer Service continues to put out incorrect information on the XB10 availability….  Also these forums often refer to those who have X Class Service - with very little explanation.  How about just putting out the locations or a map area of where this service is available stop all the back and forth?  Customers have spent thousands of hours trying to figure this out and Xfinity Customer Service is the prime perpetrator of this uncertainty…

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23 days ago

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