Visitor
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1 Message
XB10 availability
Hello,
I have been paying for the X2 plan for over a year, which supports the XB10, and I still have not been able to receive one.
Each time I reach out, I’m told that I will receive an email soon, but I have yet to receive any update or a timeframe. I have a specific need for the XB10 and have continued paying for the X2 plan with the expectation that I would be able to use the equipment associated with it.
At this point, I would appreciate a clear answer: When can I realistically expect to receive an XB10? If there is a waiting list or a specific process I need to complete, please let me know what that is and where I currently stand.
I would appreciate a concrete timeframe rather than another general assurance that an email will be coming soon.
Thank you,
EG
Expert
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119.9K Messages
53 minutes ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinM
Official Employee
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949 Messages
38 minutes ago
Greetings @Rabid74,
You pose some very good questions, allow me to provide you with some context. We have 4 network infrastructures, and the network infrastructure that your area is on determines which equipment you will receive. The XB10 is only available to customers that are on our Full duplex (FDX) network infrastructure. The gigabit X2 speed tier that you are referring to is also available on our mid-split network infrastructure, customers on mid-split are only eligible to receive an XB7 or XB8. We do not have a timeline for when customer areas will be upgraded to FDX, but we can check your address to see if you are on mid-split or FDX. We'll need to gather some additional information to review your account and confirm the network infrastructure you are on. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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