Modem upgrade support
I’m hoping someone from Xfinity support can help resolve a frustrating experience I recently had regarding an XB10 upgrade.
I had an XB8 gateway that was overheating and beginning to yellow/discolor from the heat. I contacted Xfinity support through the Xfinity app and explained the issue in detail. During that conversation, I also explained that I have upgraded many of my home devices to Wi-Fi 7 and wanted to replace the XB8 with the XB10 for better compatibility and future-proofing with my current speed tier.
The support representative told me my account qualified for the XB10 and advised me to visit my local Xfinity store in Atlanta (Buckhead) to swap the equipment.
I took time out of my day to go to the store specifically because I was told the XB10 arrangement had already been handled. Unfortunately, the experience at the store was very disappointing. The employee immediately complained about support “sending people to the store for XB10s” and stated that they “don’t do XB10s in store” because it was “too many steps” to release one.
While she did replace my overheating XB8 with another XB8, I was then told I would have to order the XB10 online anyway.
This is not good customer service. I followed the instructions given by Xfinity support, only to be treated rudely and leave without the equipment I believed had already been prearranged for pickup.
Can someone please assist me with properly obtaining the XB10 that support previously confirmed I qualified for?
Thank you.