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user_iwhsjm
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Wednesday, July 1st, 2026 5:03 AM

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Signed up for 500/500 and received XB7 gateway from store

Hello,

I signed up for a symmetrical plan, which appears to be available at my address according to the Xfinity plan builder and FCC broadband map. When I picked up the gateway from the store, I received the XB7. I believe I should have received the XB10 which is required for DOCSIS 4.0 symmetrical download/upload. Is there any reason I received the XB7 instead?

Thanks!

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22 days ago

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XfinityKassie

Official Employee

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2.6K Messages

22 days ago

 

user_iwhsjm Good morning! We appreciate you taking the time to share your concerns with Xfinity Forums. There are couple different scenarios that would determine what the best equipment set would be for the speed you have. Ultimately, it depends on your location set up. When you signed up, did anyone mention what type of connection you have? 
 
 

EPON
500/500 Mbps XB7 + ONU device

FDX
500/500 Mbps XB8 + XD4 device

 

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user_iwhsjm

Visitor

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2 Messages

Good morning,

There was no mention of the connection type upon sign up. 

22 days ago

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XfinityPeterH

Official Employee

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2.9K Messages

 

user_iwhsjm Good morning. We can take a look at your account and see what level of service you have with us. Please send us your full name and address to us via our DM. 

How to Send Us a Direct Message:

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  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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22 days ago

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BruceW

Gold Problem Solver

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27.6K Messages

22 days ago

@XfinityKassie wrote: "... it depends on your location set up ..."

Surely, in return for taking our money, Comcast/Xfinity is obligated to provide the correct equipment for each "type of connection", and for supplying instructions for using that equipment so that it attains the advertised speeds?

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XfinityRichard

Official Employee

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3.5K Messages

22 days ago

It was a pleasure chatting with you today, @user_iwhsjm and helping address your account concerns. 😊 We truly appreciate you taking the time to work with us, and we're grateful for the opportunity to assist you. Most importantly, we sincerely appreciate your business and your continued trust in Xfinity. If any additional questions or concerns come up, please don't hesitate to reach out. We're always here to help and happy to assist in any way we can. Thank you for choosing Xfinity, and I hope you have a wonderful rest of your day! 💙

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