U

Visitor

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1 Message

Wed, Apr 27, 2022 2:17 PM

xb8

Hello, I have an older modem and have been having issues for over a year now. I would like to try the new XB8. I understand that there are currently issues with stock.  I do not want the XB7, I would like to wait for the newer XB8. Is there a way to get on a waiting list for when they are back in stock?

Accepted Solution

Official Employee

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237 Messages

2分前

Good Morning and Happy Thursday!
We're so excited about our new XB8 as well!

We can most certainly understand why you'd want to get it when it becomes available!

As far as any sort of waiting list goes, we do not have one to be added to. The XB8 model is indeed in limited supply due to inventory restraint and demand & we are absolutely looking forward to have inventory increased so that we can provide the XB8 to whomever may need it!

The good news is, that our XB7 is also capable of handling the same speeds as the XB8 is, so if you have that already, it would be able to support any of our speeds with confidence!

At this time, when we place an order for an XB8 and it is not in stock, the XB7 does ship out by default. I know you'd mentioned not being interested in the XB7. Therefore, I would recommend waiting a bit before placing an order for the XB8. We at this time, do not have an estimated time of availability, but please know that all of our teams are working as quickly as possible to make the XB8 happen!

jcln52

Frequent Visitor

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25 Messages

@XfinityChelseaA​ 

Here is my response to last Xfinity Employee who tried to sell this line:

To be really blunt this is a stupid process!!!! Most of us who are looking for the new model already have the XB7. It is an insult to our intelligence that we would accept this model as a replacement. It is also the worst customer service practice. Looks like Xfinity cannot be up front about a product they offer but cannot produce to the customer. What does the President of Xfinity think about this practice? I would love to hear his input.

jcln52

Frequent Visitor

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25 Messages

2分前

It is too bad when you call in the Agents do not tell you this. They promise you (Rest Assure they say) they will place the order for the XB8 but you end up with the xB7 and you have to pay for the shipping of $15.00. Beware!! 

Visitor

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8 Messages

2分前

Yes, it happened to me many times. They sent out whatever they had in the warehouse despite the paying customer specifically requesting the 8. How sending out the wrong part from the warehouse could be considered completing an order, is beyond comprehension in any business.
I sent in my comment 8 days ago to this forum and was assured by an Xfinity Official Employee on this community that she would check today for my Modem. I even sent a reminder yesterday that I was expecting a response. No update has come.
I also was told on my first call for the 8 order, that I had reached the phone rep on the day they started shipping. Kinda hard to believe they ran out on day 1. But, maybe her comment was false also.

Official Employee

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180 Messages

@user_c93bbf I do get what you are saying. I know that this process can be frustrating at times. I myself am waiting until I can get an XB8 modem. Due to shipping constraints, the XB7 will be sent out in place of the XB8 if there is still an issue with inventory. 

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Visitor

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8 Messages

Please look at the promise I was given 10 days ago. No response as promised.

Official Employee

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180 Messages

@user_c93bbf I am fully aware of the entire conversation and I completely understand where you are coming from. I have placed orders myself for the XB8, and an XB7 was sent out each time due to the lack of inventory at the moment. I can assure you that as soon as the XB8 inventory has been replenished, you will be able to get the XB8. I do apologize for any confusion on our part and the inconvenience that this has caused. 

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jcln52

Frequent Visitor

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25 Messages

This does not address the issue when you call in the Agents do not know this and make promises they cannot back up. Basically, to just get you off the phone and onto the next call. 

Again

Expert

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27.5K Messages

@jcln52​ [Edited username to remove PII] 

This does not address the issue when you call in the Agents do not know this and make promises they cannot back up. Basically, to just get you off the phone and onto the next call. 

I would say the statement you made is absolutely correct - they do not know about the inventory shortage so they place the order in good faith and an XB7 is sent.  I'm not making an excuse for them, but given the number of complaints I surmise that is what is happening.  Why word hasn't gotten to them is beyond me, but I really doubt they are lying to the customer or trying to get them off the phone and on to the next customer who is most likely calling for the same reason.

You also have to realize that companies are still dealing with the chip shortage and are trying to catch up from that.  None of this has been an ideal situation, however, understanding the overall picture and knowing the reps aren't to blame goes a long way for developing patience during this situation.

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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flaboy

Contributor

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141 Messages

2分前

@Again -- I agree with your assessment and have said pretty much the same thing in several other posts.  But really, Comcast blew this XB8 rollout.  The company knew there'd be a big demand and they know about the inventory issue.  Comcast should've held off until the inventory was at least passable.  When you have thousands of customers who are paying big bucks for top internet tiers, and they're offered a free device upgrade, you know there's going to be demand.  And, why are some people paying for shipping?  It's a free upgrade.  I also received the XB7 (which I already had) instead of the XB8.  I did not pay shipping and my package (albeit the wrong device) came the next day.  Finally, it would be nice if Comcast would give out consistent, accurate information.  The TV commercials continue, the printed ads say XB8 is available nationwide, the stores didn't have it on April 21st.  Now, it seems it may not even be available in mid-May.  Some people are being told June and others are told there is no arrival time.  Certainly a big mess and all it's doing is making more and more people aggravated.    

(edited)

Again

Expert

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27.5K Messages

@flaboy​ 

I totally agree with you.  I don't know, maybe Comcast didn't think there would be such a demand for the XB8, but they certainly have dropped the ball.  The only thing I can think of is that the lack of supply has to do with the lack of chips, which is affecting everything.  I know manufacturers are trying to catch up making the chips now, but since they supply a lot of devices now, including cars, I think this is why there hasn't been enough XB8s.  But, this is just my opinion, and not any "official" from Comcast.  Even my supervisor here [the forum administrator] is at a loss as to why there is no inventory.  And, as far as the reps go, I've had a long list of complaints about them over the last five years or so, and the biggest one is that they aren't always well informed.  They're aren't techs, after all, just CSR's and they only have information that they have been given, and some of that, as we all know, isn't up-to-date.  Plus, I believe that if memos are sent out, they don't always read them or remember them.  [And in this industry, being a CSR isn't a glamorous or high paying job, yet they still have to face irate customers while trying to remain calm and understanding.  It's often a thankless job.]

At any rate, I know it's frustrating to say the least, especially when you think you're getting and XB8 and you keep getting an XB7.

But remember, it's not your fault, it's not the CSR's fault [they just put in the order and the warehouse sends out what inventory they have], and it's not necessarily the warehouse for not having the inventory - they can't ship what they don't have.

Be patient is about all I can say, and about all you can do.  I realize this is like being a little kid at Christmas expecting that big ticket gift and you can hardly wait for it to get here.  But, hang in, and hopefully they will get the XB8 in sooner rather than later.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Visitor

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8 Messages

how do I get XfinityKimberlyB to actually follow thru with her response to check on my 8 order??

I can’t direct message her for some reason.

she promised to write back to me on the 28th, yet nothing has been done or sent by her.

check this thread and you will find her promise made on the 20th.

Official Employee

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373 Messages

I do see the follow up that was offered previously, on the 20th, for the 28th. I'm deeply sorry for the inconvenience behind this, and I apologize for the delayed response, but the inventory for the modem is still out of stock, at this time. We do not have any further information, as for when they will become available again. If there is anything else that we can help you with, please feel free to send us a private message, including your full name and address, and we'd be happy to help! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

2分前

I have been promised an XB8 will ship immediately and arrive the next day three times by customer service. The first time I received another XB7, I didn't want it and wouldn't have paid to have shipped if customer service didn't assure me it was the XB8. I'm having intermittent connection issues and limited range with my current XB7 and was hoping XB8 would fix the problems. Guess I'll have to look into purchasing a new modem/router and return both XB7s.

XfinityRaul

Official Employee

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644 Messages

I'm sorry to hear you didn't receive the new XB8 on your previous order, @user_ded1d2. I would be more than happy to review your account to see what we can do to help resolve this intermittent internet issue you've been experiencing.

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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.
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