Visitor
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1 Message
Xb10
I am paying for 2 Gbps service, yet the equipment being provided cannot deliver the speeds I’m paying for. I have a 10Gb NIC and require hardware capable of fully supporting multi-gig connectivity.
Sending an XB8 instead of the XB10 does not resolve the problem. This feels like I’m being sold a premium service without being given the necessary equipment to use it.
Being told the XB10 is “not available on my account” is not an acceptable answer. I need a specific, technical explanation for why it is unavailable and what needs to be changed on my account to make it eligible.
If Xfinity cannot provide the proper gateway for the service I’m paying for, I expect either an immediate resolution, a service adjustment that reflects the hardware limitations, or I will escalate this matter and reconsider my subscription.
Please escalate this to a supervisor or technical specialist who can resolve this immediately
XfinityJeffB
Official Employee
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357 Messages
3 months ago
Hello Fly650 thank you for joining us in our forums. We understand how frustrating it can be when you aren't getting the speed you expect. The XB10 modem is only available in areas where X-Class symmetrical speeds are available. We can dig more deeply into your specific needs in DM.
If you would, 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.
How to Send Us a Direct Message:
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d6303…
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user_fa8evg
Visitor
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3 Messages
4 hours ago
This has become a nightmare for my family. Since April 22 my service has been pure garbage not getting anything close to 1gig let alone the two I pay for and to make it even worse they actually upgraded our neighborhood. Since the upgrade one xb8 was completely fried. Service cuts out , speeds are slow and inconsistent. I reach out to Xfinity’s and they immediately tell me I need a tech to come out. Ok. So he was here Friday. Tested everything and saved the modem for last. He tested it and tells me you need an xb10 or you will continue to fry your modem. That being the xb 8. I say great.. you got one? No but if you run down to the store they will give u one. Ok. He stays in the house while I go to Xfinity. No go. Sorry we don’t have those. But here is another 8. Call customer service and they will ship you one. Ok. Customer service ships me another 8. Yesterday I contact customer service and they guarantee me if I go to another store they will give me one. So off I go , wait in line and the manager comes out and literally tells me I can’t give you that device because your area was not upgraded. I try to explain and he says he can’t but understands the frustration as I am not the only one with the issue. So I wasted my Friday and 2 hours on Saturday. I was lied to and treated like trash. This is such an outrageous abuse of customers. Everyone I communicate agrees how awful the upgrade is being handled yesterday they are all powerless or too incompetent to fix it. The second att has multiple gig in my area is the second I return everything and rid myself of this horrible company. The technician was also a supervisor not a contractor not a rookie. He plainly diagnosed the problem but was powerless to fix it. I have never experienced such poor service in my life. Xfinity is horrible, we need more competition in the multi gig space. That will iron out the problem. Bye bye xifinity.
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