XB10 Upgrade – Multiple Confirmations, No Shipment After One Month

Hello,

I’m posting here after exhausting every other support channel.

I am currently on the X-Class X-Gig (1 Gig) plan and using the XB8 with a Pro WiFi Extender to enable WiFi 6E. I am requesting an upgrade to the XB10 gateway, which supports WiFi 7 natively without requiring an additional extender.

I live in a studio apartment, so this is not a coverage issue. My goal is to take full advantage of my TV, laptop, and other devices that are capable of operating on WiFi 7. The XB10 would allow me to do that directly, without needing to lease a Pro WiFi Extender solely to enable a lower WiFi standard.

Over the past month, I have:

• Contacted phone support multiple times

• Used in-app chat support repeatedly

• Spoken with billing, technical equipment, and shipping teams

• Been directed to eight different Xfinity retail locations

• Personally visited four of those stores

• Spent over $150 on rideshare transportation attempting to locate the device

• Confirmed in-stock availability by phone and chat prior to visiting each store, only to be informed upon arrival that the XB10 was either out of stock (three times) or could not be issued due to another customers prior reservation of the gateway and their limited stock availability (once)

After returning to chat support, I was told the XB10 would be shipped directly to my home address. I approved and reconfirmed that order multiple times and was assured shipment would proceed without issue.

It has now been over a month, and I have not received:

• A tracking number

• A shipment confirmation email

• Any proactive update

Each time I contact support, I am told I qualify and that the shipment will be processed, but nothing changes.

At this point, I am requesting that the previously confirmed shipment of the XB10 be processed and fulfilled. I am ready to self-install the XB10 and return my XB8 and Pro WiFi Extender to my nearest store immediately upon receiving the new gateway.

The XB10 is being actively advertised in national campaigns, including during the Super Bowl. Customers on qualifying plans should be able to obtain the advertised equipment without repeated store visits, contradictory information, or unfulfilled shipment confirmations.

I am asking for the shipment to be completed as previously promised.

Can someone from the forum support team please review my account and move this forward?

Thank you.