joekathee's profile

Regular Visitor

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5 Messages

Fri, Apr 22, 2022 9:29 PM

XB8

Hello,

  I spent much time over the past 2 days with two xFinity chat agents attempting to get an XB8 gateway modem. I was assured yesterday by Faisal that an XB8 was ordered. I received a delivery today and it was a XB7, which I already have. Very disappointed and frustrated.

  Bottom line, either the XB8 is available or not. xFinity has flooded the media with XB8 ads. I have been a Adelphia/Comcast/xFinity customer for almost 23 years and deserve better. I'm inclined to think the chat agents were just telling me what I wanted to hear.

  So, I want the XB8. Do you have it? If so, send it (and no shipping fees or taxes). If not, how do you plan to notify me when it becomes available. Simple. Do better. Protect your 'brand'.

Accepted Solution

Again

Expert

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27.4K Messages

Hace 1 m

Availability doesn't always mean "in stock".  Because of the high demand for this Comcast's supplies are low or non-existent.  That doesn't mean that there aren't any, just that they are on back order and as soon as they are able to get them in again, they will start shipping them out, most likely by mid-May if not sooner.

Regular Visitor

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5 Messages

@Again​ 

Last reply on my point.

- the supply is VASTLY limited. The time to advertise with the XB8 center stage is when availability is the rule, not the exception.

 - Xfinity should not promise a SPECIFIC product they can't deliver.

Visitor

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13 Messages

Could not agree with @Again more. You are right on brother.

How does Xfinity not know how much this <Edited: language> the clients off.

(edited)

jcln52

Frequent Visitor

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25 Messages

I had the same issue. Asked for and was promised the XB8 and received the XB7. Like we would not know the difference. They even had the nerve to say there really is no difference between the 2. This is Xfinity Customer Service at its best???? I too would have left them a long time ago if there was another provider to go to. 

Xfinity get your act together stop offering what you cannot provide the customer!!!

jcln52

Frequent Visitor

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25 Messages

I would not accept any solution from Xfinity accept the actual distribution of the XB8. Anything short of that is just another [EDIT: Language] response and empty promise.

(edited)

Official Employee

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640 Messages

Hace 1 m

@joekathee


Good afternoon! Thank you for reaching out to us here regarding the XB8. I can understand the disappointment of expecting a certain model and then receiving one you didn't want. The XB7 is rated for our top speed tier and we can always guarantee that you will get a modem rated for the service you have. 

We cannot guarantee specific models as it does depend on availability at the time of the order. I apologize for the inconvenience and we will be happy to get you one of our XB8's as quickly as we are able to. Due to limited inventory, we don't have a way to notify you or guarantee a specific model. Again, we will always guarantee you will have one of our top of the line modems which will be compatible with your specific service. 

Regular Visitor

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5 Messages

@XfinityDevinC​ 

Credit to you Devin for the reply but you didn't address my concern. As I stated, Xfinity has saturated the media with a false impression that the XB8 is available. It is not, therefore pull the ads.

  Second, two of your chat agents DID promise the. XB8 specifically and now I'm stuck with requesting a refund of shipping & handling fees and, the inconvenience of returning an XB7.

  Train your agents to NOT promise something the company can't deliver.

Official Employee

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640 Messages

joekathee


Good morning! I can appreciate where you are coming from. I would not want to have to pay for shipping only to have a different device than I wanted and have to return it as well. We would be glad to cover the cost of this with a bill-credit to compensate you for the original shipping fee.

The XB8 did launch nationwide this month. We are seeing a very large demand for this modem due to its capabilities and we are working hard to meet those demands. I don’t want to sound like we have none, because we are getting more and more in. This is why we are campaigning for this model and trying to put one [Edit: Formatting] in the hands of every customer who is interested in this upgrade still. However, if inventory is low at the time of the order, we can’t accurately guarantee the model; just that it will be right for the service you have. You are right that you should not be giving a guarantee and I can see how this led to a less than an exceptional customer experience that we strive for.

I would like to take care of the shipping fee for you if you have a bit of time to work with me through your account. If so, please send me a direct message with your first and last name and your complete address.

Here's 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


(edited)

I am an Official Xfinity Employee.
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Visitor

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7 Messages

Hace 1 m

Same here.  I was guaranteed that an XB8 would be shipped, and charged $29 for expedited shipping, and received nothing. I don’t understand why it’s so hard.  Either the device is available or it’s not.  If it’s not available tell people it’s not available.  If I had another choice for high speed internet where I live I would leave Comcast in a heartbeat.  What a joke.

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