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user_c9bbb4
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7 Messages

Thursday, June 9th, 2022 3:25 AM

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Xb8 availability??

Has anyone had any kind of luck yet to get the xb8 modem since the beginning of the new month??? 

Question

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Updated 

3 years ago

6.6K

22

0

flaboy

Contributor

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153 Messages

3 years ago

Luck with the XB8? -- not me.  Frankly, I'm tired of hearing that demand outpaced availability.  When Comcast decided the XB8 would be a free device upgrade for Gigabit and Ultrafast customers, corporate should've had a rough idea of how many customers had those services, how many XB8's were available and how many they expected.  The public release should've been delayed until there was sufficient inventory.  Instead, Comcast has a bunch of frustrated and annoyed customers.  April 5th, national PR release stating XB8 was available nationwide.  Nope.  April 21st, XB8 available in stores.  Nope.  Expect inventory in mid May.  Nope.  Now I'm reading the past few days that there is no XB8 inventory until further notice.  

One final thought right now.  We've all been told that the XB7 can handle "supersonic" speeds.  That's not the point.  The point is, those of us with the highest speed tiers were promised eligibility for a free device upgrade and that device isn't available.  

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user_c9bbb4

Visitor

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7 Messages

3 years ago

Yea I tried 3 times and kept getting the xb7 and had to make 3 trips to my local store to return it and those times I was told yes we have them in stock and no need to worry I figured for the amount of money I pay every month I want the latest technology available 

2

user_e0cd09

Visitor

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4 Messages

Exactly the same story for me.

3 years ago

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user_667436

Visitor

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1 Message

@user_c9bbb4​ 

so did I, I’m so frikin tired of Comcast I’m about to drop them. 

3 years ago

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flaboy

Contributor

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153 Messages

3 years ago

I can relate.  Multiple trips to the Xfinity store, no dice.  In fact, the store manager was under the impression that the XB8 was only available to Diamond Rewards customers.  When I returned an XB7, I told him about the so-called national rollout and the dates I mentioned above.  He had no clue -- never received any information from Comcast.  

5

CCErika

Problem Solver

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339 Messages

Hey there! Thank you for reaching out to Xfinity Support on our forums. The XB8 has been released nation wide but due to the popularity has been in short supply. If you can send us a direct message, I can check on availability as well as follow up with you when available. 

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 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 no longer work for Comcast.

3 years ago

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flaboy

Contributor

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153 Messages

@XfinityErika -- Thanks for the direct message offer but I will respectfully pass on that right now.  The Florida warehouse is in a town called Davenport and when I was told they had the XB8, I still received an XB7.  In addition, several of my friends recently requested the XB8 and they received XB7's.  I know you can put the order in but you cannot guarantee the warehouse will actually send the exact requested model.  I will wait until I see something on the forums that customers are actually receiving the XB8.

3 years ago

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CCTimothy

Valued Contributor

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406 Messages

That is 100% understandable! If you would like to follow up with us at any time, feel free to reach out right here.

I no longer work for Comcast.

3 years ago

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jjwilkinson

Visitor

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2 Messages

@XfinityErika​ I have been trying to get the XB8 for a longtime and I too have been sent the wrong one only to have keep returning the wrong XB7 that hey send when I already have an XB7. I see that you say to send a direct message I can not figure out how to do that? I do not see anywhere to click for a direct message?

3 years ago

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user_e0cd09

Visitor

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4 Messages

Im a diamond customer and don’t have any early access.

3 years ago

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user_c9bbb4

Visitor

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7 Messages

3 years ago

I find it very crazy they advertise new products and can't even provide the equipment you would have thought they would have enough to be able to provide for all customers that qualified I've been trying for two months and still nothing

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user_4991d0

Visitor

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2 Messages

3 years ago

I tried to get an Xb8 to replace my xb7 that constantly loses connection but couldn’t. Finally, realized my xb7 was overheating, not sure why as it is in the open, so I put a fan on it. Now I have blazing fast internet that only seems to lose connection for a few minutes once a week or so like it’s applying an update.

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user_e0cd09

Visitor

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4 Messages

@user_4991d0​ There’s always a little bit of heat but get a new one if there’s too much heat.

3 years ago

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user_c9bbb4

Visitor

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7 Messages

3 years ago

Just a fyi you guys might want to try again going in the stores I got really lucky and was able to get one today

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annw89

Visitor

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6 Messages

3 years ago

I am very concerned reading this post.  Been a customer since the 90's and ordered the latest greatest to replace my self owned router.  Assumed I would get the xB8 which is all over the marketing. Got an immediate shipment for a used xB3 (huh?!);  returned it same day to the store who said they didn't have the new one in stock.  Back online to a rep who supposedly ordered an xB8 that is arriving in record time.  What are my chances that I will get another used gateway?   I am also sick of seeing "we really are sorry and totally understand.  Please send a separate chat so we can take a look.  Anything else I can help you with? :) :) "   Doing things right the first time is the only thing I ask.  That would be a normal customer experience.  I don't need to be placated.  I need a normal customer experience.

6

CCErika

Problem Solver

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339 Messages

I do apologize for the previous confusion regarding the availability of the XB8 modem. I actually sent out two or three "XB8s" myself at one point, fully believing they were being shipped out to customers, only to find out later that they were out of stock. Our fulfillment team has been directed to substitute an XB7 in the event that an XB8 was unavailable. Both of these modems have the same functionality, and most of the same features, but I know the XB8 will be much more future proof.

I no longer work for Comcast.

3 years ago

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annw89

Visitor

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6 Messages

The xB7 just arrived.  Very dissapointed.  'Bait and switch' is not a good customer experience and it will be reflected in my survey.  What is the process to actually get what I ordered?

3 years ago

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CCValerie

Official Employee

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974 Messages

Thank you for sharing your experience with us, @annw89 this is never the outcome we want for our customers. I understand how frustrating this process has been for you. At this time, we would not be able to guarantee the delivery of the XB8 modem as it would be under the availability at the fulfillment center. We appreciate your feedback and will gladly pass it along to ensure a better customer experience for any future releases. 

I no longer work for Comcast.

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

3 years ago

0

annw89

Visitor

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6 Messages

I will be returning the gateway and canceling the order.

3 years ago

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CCZachary1

Problem Solver

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672 Messages

@annw89 Please let me know if you have any issues canceling your order. I can make sure that it processes. 

I no longer work for Comcast.

3 years ago

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annw89

Visitor

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6 Messages

3 years ago

I have returned the gateway for the second time in a week based on the wrong order to a xfinity store with no issue.  The person was very honest. 

The xB8 will not be widely available until late July 2022.  AND, that it will be limited to customers with 1Gig speed or better.  My 900Gb plan doesn't rate.  Now if there was an offer to be placed on back order for when it is available to customers like myself, I would gladly sign up.  I don't see such offers.  To bad.  I will stick with what I currently have.  I hope this helps others.

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user_c9bbb4

Visitor

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7 Messages

3 years ago

Don't lose hope I got lucky and went in my local store and was able to get one so just keep trying

7

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user_28055f

Visitor

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5 Messages

@user_c9bbb4​ What state and city are you in? just trying to see what area is getting the XB-8 inventory.

How many times have you checked in the store before you actually got the XB8?

Does the XB-8 still get hot like the XB-7 (overheat issue)?

 Thanks

(edited)

3 years ago

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XfinityArmand

Official Employee

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2.1K Messages

Hi there!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum. Due to limited inventory, we cannot guarantee you will receive an XB8 xFi Advanced Gateway via professional Xfinity Internet installation or through a Getting Started kit. Please also note that due to this limited inventory, you may receive an XB7. The XB7 xFi Advanced Gateway supports all of the same Xfinity Internet speed tiers as the XB8, as well as Supersonic Wi-Fi. In addition, at this time, Comcast Service Centers or Xfinity Stores do not always have the XB8 device available in store. 

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

3 years ago

fearlessvoicee

New Poster

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35 Messages

@XfinityArmand​ does the XB8 work for biz accounts?

3 years ago

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CCJay

Official Employee

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618 Messages

Great question, @fearlessvoicee. Our xB8 model is for residential use only at this time. 

I no longer work for Comcast.

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

3 years ago

user_2225ba

Visitor

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2 Messages

@user_dd08d2​ we all know Xfinity messed up when they advertised it with not much availability they should at least tell all of us and ETA when availability is robust enough for all of us to get it thanks

3 years ago

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jimmy-jay

New Poster

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4 Messages

3 years ago

As others I have received a replacement XB7, a different model each time. Initially I went in the store and they charged me $15.00 for an XB8 to be mailed and another XB7 arrived. I complained and was promised an XB8. Again receiving an XB7. I called again and for the 3 time received an XB7. Each time I returned the previous one. All XB7's were different models.

At this point I have given up and don't believe they will ever have an XB8.

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user_1c7273

Visitor

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6 Messages

@jimmy-jay​ They are in stores now!!! My local store had a bunch in stock. I just stopped in and grabbed one. Asked the associate there when they got them finally in and they said like 12 days ago. So I’d try again!!! I hope you get one buddy!!

3 years ago

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user_28055f

Visitor

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5 Messages

What city & state are you in?

3 years ago

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user_1c7273

Visitor

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6 Messages

Wilkes Barre Pennsylvania

3 years ago

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user_4a1310

Visitor

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1 Message

3 years ago

xfinity sold me the 1200 speed package promising this and that and said they will send me the xb8 and similar to other stories above I received the xb7 again! They sent me to a nearest store half an hour away and they didn’t have it… so basically they are fast on selling the service line without having the equipment to support it. Filing a complaint with BBB in ca. 

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CCJoseph

Problem Solver

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729 Messages

I am so sorry for the experience you have had trying to get the XB8! Please understand that we are very low on stock, and the XB7 is going to be our fallback. The XB7, assuming that you have the most recent version, can support the gig speed. Do you happen to know which model you got? 

I no longer work for Comcast.

3 years ago

0

user_f0f75f

Visitor

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1 Message

3 years ago

Xfinity is the worst! We went to three different stores because tech support told us we could get XB8 in store. We called tech support back and they told us we couldn’t get it in store- it’s not available at all in store the second tech person GUARANTEED an XB8 would be delivered next day, XB7 shows up. I called again- THREE HOURS on the phone to be told we can’t get one at all. (Edited: Language, Please see Forums guidelines https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c) 

(edited)

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CCDevinC

Contributor

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473 Messages

Hey there @user_f0f75f. Thank you for taking the time out of your day to reach out to Xfinity here on Forums! We are sorry for the experience you have had in trying to get the XB8. I can assure you this is not the experience we want for any of our valued Xfinity members. I can confirm that there are inventory constraints right now with the Xb8 and customers may still receive the Xb7, due to this. We do not have any updates on the inventory at this time but feel free to check back with us in the future. 

I no longer work for Comcast. 

3 years ago

0

jjwilkinson

Visitor

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2 Messages

Good News - I live in Utah. I called Xfinity and they checked my local Xfinity store and they had the XB8 in stock. I picked it up and so far it has been working great. Not sure that that it feels much different than the XB7 but I always want the latest product.

3 years ago

user_1c7273

Visitor

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6 Messages

@jjwilkinson​ That’s awesome to hear!!! I myself was lucky to have my local store have some in stock finally!! 

3 years ago

0

user_28055f

Visitor

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5 Messages

What city & state?  I am in California.

just trying to see if there is any hope for me here 😅

3 years ago

0

CCDaniel

Problem Solver

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606 Messages

 

@user_28055f Unfortunately with the current inventory constraints we are unable to guarantee the stock of our XB8 modem. Wewouldl be happy to enter an order for you however if the XB8 is not in stock at the time a XB7 will be shipped as theses are fully capable with all the same speeds. 
I would be happy to get an order places for you if you like. To begin c ould you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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 no longer work for Comcast.

3 years ago

0

wyzard55

Visitor

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3 Messages

3 years ago

Went to my local Xfinity store in Pennsylvania today and had them in stock.  Got mine and have it hooked up.

1

user_1c7273

Visitor

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6 Messages

@wyzard55​ I’m from the wilkes barre / Scranton area and my store had them in stock as well. It’s all hooked up and running great!!!

3 years ago

0

user_28055f

Visitor

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5 Messages

3 years ago

Congrats.

I can even get a phone number of our local store to check if they have any. Xfinity just gives me their toll-free main number.

I can't afford to spend 1hr round trip to check their inventory.

1

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user_1c7273

Visitor

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6 Messages

@user_28055f​ if you call the main number and talk to a representative they can go and check store inventory stock to see if they have a good amount to spare. 

3 years ago

0

user_d48975

Visitor

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1 Message

3 years ago

i would like an xb8 modem i already have a xb7 so please dont send me xb7.

1

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CCMiguel

Gold Problem Solver

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358 Messages

Hi! Thank you for taking the time to send us your concerns about wanting to pick an XB8 from us and that you do not want a XB7 shipped again. We cannot promise an 8 will be shipped as inventory has not been 100% due to the high demand of this device. How many times has the 7 been shipped to you?-Miguel

I no longer actively support the Xfinity Forum or work for Comcast. 

3 years ago

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