Xb10 Gateway availability

I currently have an xb8 gateway and was wondering if my area has rolled out the Xb10 gateways. The XFINITY store in Vernon Hills (closest to my home) said no. I live in Buffalo Grove, Il (zip is 60089).

I tried to do a direct support request but after logging into there was no “pencil and papers” icon (per the instructions) to initiate it.

Thanks!

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EG

Expert

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111.3K 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.

@Anon273199 Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.

Please see this post about direct messaging the support team;

https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478

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XfinityWilliam

Official Employee

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1.4K Messages

2 months ago

Anon273199 The XB10 Gateway is available to X-Class Internet customers who add speed tiers of X-500 or above. These customers can opt for a shipped Getting Started kit for self-installation, allowing them to activate their service at their convenience. Existing X-Class customers will not be proactively contacted to swap their current equipment (XB8 and XD4) for the XB10 at this time. Pro installation is required for X-2Gig customers, while X-300 customers can receive a Getting Started kit from store inventory.

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Anon273199

Frequent Visitor

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7 Messages

I am in the X-1200 tier and have been for a couple years now. I not only contacted the store (no one has gotten them) but also called Comcast Executive Customer Support and those folks did not even KNOW about the existence of the XB10. Who should I contact to see if I qualify for pro installation? Thanks!

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2 months ago

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XfinityWilliam

Official Employee

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1.4K Messages

Anon273199 Let's take a closer look at your account, so we can make sure to relay correct facts and information. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 which 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.
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2 months ago

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L

LeoL00001

Visitor

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1 Message

1 day ago

Hi there, I am having the same issue. I cannot get hold of anyone on the phone due to the automated service. I am an X-1200 Customer as well.

I am pretty sure I was sent a refurbished XB8 because the fan inside doesn't work, nor does the 6Gz wifi. This is my first modem I rent from XFinity, and I am really disappointed with the experience.

This morning, I had to install my old modem because I am having overheating issues with XB8, and it keeps rebooting. Can I please get some assistance getting this unit replaced?

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XfinitySeth

Official Employee

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214 Messages

Thank you for taking the time to chime in and share you're experiencing something similar LeoL00001! We definitely want to make sure your Xfinity equipment is running the way it needs to, so we'd be happy to assist with this 👍

Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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1 day ago

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Customer Service

Anon273199

Xb10 Gateway availability

EG

XfinityWilliam

Anon273199

XfinityWilliam

LeoL00001

XfinitySeth

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