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Fly650
1st Topic

Visitor

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1 Message

Friday, February 20th, 2026 5:59 AM

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

Question

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Updated 

2 hours ago

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XfinityJeffB

Official Employee

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25 Messages

2 hours 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:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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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