U

Visitor

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1 Message

Friday, May 2nd, 2025 3:02 PM

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?

Expert

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111.2K Messages

2 months ago

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

Official Employee

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2.2K Messages

2 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

 

Visitor

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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.

Visitor

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2 Messages

1 month 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)

Official Employee

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2.3K 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

2 days 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.

Official Employee

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114 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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