XB10 Wild goose chase!

Does the xb10 exist? I see people are getting them and setting them up. But for some reason customer service/support has sent me on this wild goose chase of trying and bing promised a xb10 and falling short. I have been shipped the wrong box (xb8) multiple times. Been to 5 stores in 4 different cities with customer service/support assuring me each location has them and showing up and the stores do not have them and have never had them. Why is it this hard to get one? They have been promising these since 2024. It is now 2026?! Xfinity/comcast this is unacceptable and is seriously making me consider canceling service all together. I should be able to put in a simple request to have the box shipped to me and in a reasonable 7-10 day period the correct box should show up. Not a used dirty scuffed up xb8 box a new xb10 box as promised! Very disappointed unsatisfied customer here with a bunch of others as well!

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XfinityThomasA

Official Employee

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3.3K Messages

2 hours ago

Hello, user_jymnqs and thank you so much for reaching out to us for help with your Xfinity Gateway. I know how important it is to have equipment you want, and I’m glad you contacted us so we can make sure you’re getting the best experience possible. Xfinity continually updates its equipment to improve speed, reliability, and overall performance. For that reason, we generally recommend upgrading your device every two to three years to get the most out of your Internet subscription. The type of wireless gateway available can vary based on your speed tier, so upgrading can also help ensure you’re using a device that fully supports your plan. The XB10 is available only in specific situations depending on the speed tier.
If you rent your TV Box or modem from Xfinity and are eligible for an upgrade, you have a couple of easy options:

Visit this page and follow the on‑screen steps.
Stop by any Xfinity Retail Store to quickly swap your equipment in person.

Included below is a helpful link with more information.

Replacing your TV Boxes and modems — FAQs

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user_jymnqs

Visitor

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5 Messages

I have done all these steps and as I have stated I have zero resolve! Will you send out a box or not it is simple.

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1 hour ago

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XfinityThomasA

Official Employee

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3.3K Messages

Thank you for trying the self-service options. The XB10 is the newest gateway. Availability along with eligibility can be a factor. Let's see what the issue is. user_jymnqs. Our team would be happy to double-check and confirm. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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

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 hour ago

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user_jymnqs

Visitor

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5 Messages

This is still unresolved and unsatisfactory.

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18 minutes ago

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XfinityThomasA

Official Employee

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3.3K Messages

user_jymnqs. Our team is here to help. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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

Here are 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

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

Like

Reply

16 minutes ago

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Customer Service

user_jymnqs

XB10 Wild goose chase!

XfinityThomasA

user_jymnqs

XfinityThomasA

user_jymnqs

XfinityThomasA

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