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user_k52r14
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2 Messages

Friday, February 20th, 2026 5:16 AM

Please help determine if FDX is available for us and if we can get the XB10 gateway

Hello,

Posting first message so Direct Messaging will be made available. Want to learn if FDX and XB10 modem can be provided for our address in Illinois. We have upgraded to 2GIG plan and recently received the Xi6-A 4K box.  Thanks

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Updated 

12 days ago

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EG

Expert

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116.4K Messages

15 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478   

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XfinityBenjaminM

Official Employee

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2.8K Messages

15 days ago

Hello! Thank you for reaching out. We'll be happy to see what we can do to help. Also, we see you've sent a few Direct Messages, and while we appreciate you posting your public post. Please wait for us to engage with your post, and if necessary, we will invite you to send a DM to continue assisting you. We mention this due to our Forums Guidelines, and it is a violation to send Unsolicited Direct Messages to an Official Xfinity Employee. We will respond to your DM shortly, but please remember to follow the process going forward.

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user_k52r14

Visitor

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2 Messages

Thank you. please let me know if you need any information to look into our request. We would like to confirm if we may upgrade to the XB10 modem. The chat agents have always said yes, it appears we can upgrade and we can pick it up at the Xfinity Store, but when we go to the Store, they say no....there's some "code" in our account that isn't the correct code. I'm starting to wonder if there's an error somewhere in our account, but we don't know who else to reach out to about this. We get different answers from Chat Agent and the Store. Thank you for any light you can shed on this. We recently received the 4G Xi6-A box from Xfinity via the mail and returned our older TV box. We could do the same with the XB10, but the store will not provide it? Can we receive it directly from Xfinity Corporate? Please advise. Thank you.

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12 days ago

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XfinityCliff

Official Employee

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29 Messages

Hello @user_k52r14 - 

Thank you so much for reaching back out to us.  We appreciate your interest in Xfinity service enhancements!

I would like to confirm your account information including your full name and service address.

Can you please reach out to us via Direct Message using the following instructions?  ( I have included a link to an example of direct messaging below the instructions I am providing, for reference. )

Once we have your account pulled up we will be able to review it to determine availability for you. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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. An "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.

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

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d6303…

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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12 days ago

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XfinityDemitrius

Official Employee

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2.5K Messages

Thank you for taking the time to reach out @user_k52r14. As the home is not within an eligible market, we are unable to process an order for an Xfinity xFi Gateway XB10 model modem. The XB10 is limited to certain market and network types only and unable to be provided if not meeting the requirements. We appreciate your interest, but unable to process an order at this time. Thanks for being a part of our Xfinity community.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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12 days ago

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