EPON customer-owned router — need ONU provisioning to remove XER10

Ok thank you for the help!

@user_54vdw9 @XfinityJoe Any suggestions for me who is trying to do the same thing? I have the same 2 Gbps symmetrical plan with an ONU and XER10. The number of Xfinity reps i have talked to with no real help has been incredibly frustrating.. I am also trying to get rid of the XER10 and use my UDM Pro instead.

Well apparently I did it the wrong way and sent the people on here who are Xfinity customer support a DM.  I am not sure how they will know to find you in all this if you dont do that, but I was told not to ever send them a DM unless they ask you to.  Which I get but come on...Xfinity customer service online and the phone are just black holes, this was actually the only way I got anyone at the company to answer my questions and fix the issue.  If they just had support based in the US who had 15 minutes of training, they could solve 99% of peoples problems within 5 minutes.  I remember years ago calling the local company we had in Maine, talked to a guy in the server room...yea...and he was like "oh, hang on...there, you are fixed".  I was trying to add my own router...less than 30 seconds.  Of course to have that guy available to us all might not work for xfinity's bottom line, but what they have now is a complete waste of money as a company.  

Once the DM process starts though, it will take about 2 hours to get through the process because their system isnt an instant messaging system.  But they do respond and can get you setup.

@user_DICEN send us a direct message, so we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

@user_54vdw9 Couldn't agree more... I ended up doing the same thing as you with your original post. lets see if it goes somewhere similar to your outcome. Cheers!

Oh they said to DM them!  Nice!!

@user_b2wjh5​ You cannot get this done if you do the following. If you just contact the support desk, or you call them. You will waste a ton of time and not get what your looking for.

Create your own Post in the forum like this.