Contributor
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32 Messages
very frustrated with Xfinity today & still no XB10 modem for me
So frustrated right now.
I chatted with a Xfinity agent this morning asking if the XB10 modem was available in San Francisco.
The Xfinity rep told me that my local Xfinity store did not have the XB10 but I could go to the Xfinity store in Daly City where they had ten XB10 modems in stock.
After driving almost 10 miles I arrived at the Daly City Xfinity store, walked in with my XB8 and after being asked “how can I help you” I replied, I would like to exchange this modem for the new XB10 modem.
The Xfinity store rep asked me “do you live in San Bruno?”
I replied, NO.
The Xfinity store rep then told me that the XB10 was only available to customers living in San Bruno and not available to customers living in San Francisco. He said the XB10 would not be available in San Francisco until the end of the year.
For almost 25 years I either managed or worked in customer service.
The reps that answer calls & chats at Xfinity.com apparently do not receive proper training or they would know what to tell customers as to avoid people like me getting really upset after driving 20 miles for nothing.
Really disappointed,
XfinityAlfonso
Official Employee
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2.4K Messages
5 months ago
Good evening Buddy_SF0 thanks so much for continuing to contribute here on our Xfinity Forums! The XB10 is an amazing device, and we are expanding the serviceable area for these devices on an ongoing basis. We'd love to help in any way we can, and invite you to talk with us 1-1. We do need to validate that your address is in an enhanced speed service area, and that your plans match the next gen speeds prior to providing an XB10.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.
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XfinityJustinC
Official Employee
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2.1K Messages
7 hours ago
Hello, @user_3iwukc I definitely want to ensure your able to get assistance if still needed, and help you move to a DM. Was the information our helpful community member @Buddy_SF0 able to fix the chat button not appearing after logging in?
I've also worked with customers that have had to: Uncheck "Opt out of Direct Messaging" for the chat icon to appear.
Please follow up at your convenience if you still need help, I look forward to hearing back from you.
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user_3iwukc
Visitor
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2 Messages
7 hours ago
I'm completely disgusted with Xfinity customer service. In a chat window a representative, not a bot, told me I could acquire the XB10 modem-router. I wanted to call the store to see if they had one I could pick up, but you can't call an Xfinity store! So I drove to the store after making an appointment and they told me they are not able to distribute any XB10 modems, and that I might not be able to hook one up even if I did get one, since they work over fiber-optic. My XB8 modem is connected by coax, and I don't know if fiber hookup is possible at my house. Plus since it is solely a residential account, it isn't clear I could get one in any case. The only thing the store people were sure of is they could not give me the newer modem.
All this tells me there is no way in the world I would use Xfinity for cell phone service, even if it saves me money, plus I may just get rid of the Xfinity gear and buy my own modem and router.
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