Visitor
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3 Messages
XB8 Shipment issues
At the advice of a local tech, I ordered the XB8 about a month ago. Instead, I was shipped another XB7 which I didn't want, order or need. Of course I had to make a trip to the local store to return it. Fast forward a month and I was speaking to a billing rep yesterday in order to get the $15 charge for the incorrect shipment credited to my account and she informed me that she could take a re-order and GUARANTEE that I would receive the correct gateway. She put me on hold several times to double check and assured me that I would get the XB8 and she would even credit off the additional $15 charge for the second shipment to accommodate me for the time spent returning the first shipment. Lo and behold, I received the shipment notification today and its ANOTHER XB7. This is inexcusable. Why is policy to ship something to a customer that they didn't order or want and then charge them for shipping. Why not just notify the XB8 is simply not available???
What are my options and why would you treat your customers with so much disregard.... PS I am a 20 year+ customer and have never even been a day late with my payments.
XfinityNicolas
Official Employee
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1.1K Messages
2 years ago
Hey @WhiskyMan, thank you for reaching to Xfinity Support on our forums. 20 years is a long time and we appreciate you choosing Xfinity! The current process is if the model isn't avaiable the next best option is sent. This is so customers that need a replacement modem at least get the best avaiable instead of being stuck without a replacement. The inventory is limited currently with how popular the XB8 is and is why it is creating an issue with upgrading. Was the tech recommending an XB8 because you are having WiFi issues? If so, do you have any WiFi 6E capable devices? If you can send us a direct message, I can also take care of the charge as well as check what is going on with your internet.
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
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NoNoBadPuppy
Problem Solver
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513 Messages
2 years ago
All orders for new modems are being fulfilled with XB7, regardless of what you are told. You may be 'told' that you will be shipped an XB8, but the warehouses are under order to ship XB7 due to the back ordered status of the XB8.
To be completely honest, you would be better off buying your own modem/router and ditching anything provided by xfinity. Despite the advertising, the hardware they provide is not very good compared to what you can buy to replace it. In addition to better hardware, you will gain a level of control over your network that is impossible with the hardware they provide.
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