Contributor
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31 Messages
very frustrated with Xfinity today & still no XB10 modem for me
So frustrated right now.
I chatted with a Xfinity agent this morning asking if the XB10 modem was available in San Francisco.
The Xfinity rep told me that my local Xfinity store did not have the XB10 but I could go to the Xfinity store in Daly City where they had ten XB10 modems in stock.
After driving almost 10 miles I arrived at the Daly City Xfinity store, walked in with my XB8 and after being asked “how can I help you” I replied, I would like to exchange this modem for the new XB10 modem.
The Xfinity store rep asked me “do you live in San Bruno?”
I replied, NO.
The Xfinity store rep then told me that the XB10 was only available to customers living in San Bruno and not available to customers living in San Francisco. He said the XB10 would not be available in San Francisco until the end of the year.
For almost 25 years I either managed or worked in customer service.
The reps that answer calls & chats at Xfinity.com apparently do not receive proper training or they would know what to tell customers as to avoid people like me getting really upset after driving 20 miles for nothing.
Really disappointed,
XfinityAlfonso
Official Employee
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2.1K Messages
22 days ago
Good evening Buddy_SF0 thanks so much for continuing to contribute here on our Xfinity Forums! The XB10 is an amazing device, and we are expanding the serviceable area for these devices on an ongoing basis. We'd love to help in any way we can, and invite you to talk with us 1-1. We do need to validate that your address is in an enhanced speed service area, and that your plans match the next gen speeds prior to providing an XB10.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.
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