Gigabit Internet Underperformance, Missing XB8 Gateway, and Request for Technical Escalation and Compensation

I am requesting escalation to an advanced technical support team, Advanced Technical Support / Tier 2. This issue has persisted despite multiple troubleshooting sessions with Xfinity agents.

I have a 1 Gbps Internet plan and an XB8 Gateway operating in Bridge Mode, connected to my TP-Link Archer AX55 router.

My documented speed tests show:

• Google Speed Test: approximately 845 Mbps download / 117 Mbps upload.

• Waveform: approximately 804 Mbps download / 116 Mbps upload, with a Bufferbloat grade of B.

• Ookla Speedtest: approximately 878 Mbps download / 120 Mbps upload.

• Wi-Fi speed tests have shown even lower results.

I have already rebooted the Gateway, restarted the TP-Link, and re-registered the Gateway through the Xfinity app. None of these actions resolved the speed issue.

I also tested the XB8 directly connected to my PC, bypassing the TP-Link. Windows reported that no DHCP server could be found. After reconnecting the XB8 to the TP-Link, Internet connectivity was restored.

Additionally, the Xfinity app does not recognize my XB8 or display connected devices, and its speed test function does not work.

I have repeatedly explained these issues to multiple agents without receiving an effective resolution.

I am requesting that your advanced technical support team:

1. Verify that my account and XB8 are correctly provisioned for my 1 Gbps plan.

2. Check the DOCSIS signal levels, upstream and downstream performance, and any network-side issues affecting my connection.

3. Verify the Gateway's Ethernet functionality and DHCP behavior in Bridge Mode.

4. Arrange a Gateway replacement or technician visit if necessary.

5. Review my account for an appropriate service credit for the period during which I have not received the expected service.

Please do not close this case with another generic troubleshooting checklist. I have already completed extensive troubleshooting with multiple agents.

I expect a technical investigation and a clear explanation of the findings and next steps.