Skip to main content
user_54vdw9
1st Topic
1st Reply
1st Like

Visitor

 • 

5 Messages

08/08/2026 3:31 AM

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

I have Xfinity residential EPON fiber, 2 Gbps symmetrical, with an ONU and XER10. I want to use my Ubiquiti UDM Pro directly connected to the ONU under Xfinity’s new Member-Owned Router option for EPON.

I am NOT requesting bridge mode on the XER10.

Please add the appropriate customer-owned-router/COAM billing code, remove the XER10 from my account, and provision the ONU for the customer-owned router configuration.

Question

 • 

Updated 

1 hour ago

163

7

0

Oldest First
Selected Oldest First
EG

Expert

 • 

122K Messages

2 months ago

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

0

0

XfinityJoe

Official Employee

 • 

1.5K Messages

2 months ago

Good morning @user_54vdw9 we see your DM and will respond there shortly. 

1

0

user_54vdw9

Visitor

 • 

5 Messages

Ok thank you for the help!

Like

Reply

2 months ago

0

EG

Expert

 • 

122K Messages

2 months ago

@user_54vdw9 @XfinityJoe 

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    

0

0

user_54vdw9

Visitor

 • 

5 Messages

2 months ago

I can confirm that Xfinity will help you get the XER10 removed from the loop.  The speed has stabilized and letting the UDM Pro handle everything for the gateway has been an improvement.  No more double nat!  

5

user_DICEN

Visitor

 • 

4 Messages

@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.

Like

Reply

2 months ago

user_54vdw9

Visitor

 • 

5 Messages

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.

Like

Reply

2 months ago

XfinityJosephA

Official Employee

 • 

2.5K Messages

@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

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 as Best Answer.tick

Like

Reply

2 months ago

user_DICEN

Visitor

 • 

4 Messages

@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!

Like

Reply

2 months ago

user_54vdw9

Visitor

 • 

5 Messages

Oh they said to DM them!  Nice!!

Like

Reply

2 months ago

0

user_660a5t

Visitor

 • 

3 Messages

2 months ago

I need help with this as well. I have been around the block with everyone at Comcast. 

I do not want to use the XER10 I have a business level network in my house.

don’t offer me bridge mode. Don’t offer me DMz mode.

i have a brand new install in our community. We have a ONT/ONU outside and a Ethernet cable going to my router. It never gets a DHCP.

let me know if there is a secret password I need to tell the rep on the phone to get to someone who can assist me.

0

0

user_b2wjh5

Visitor

 • 

2 Messages

1 month ago

I have spoken to 3 people and still haven't been able to connect my Ubiquiti Dream Machine.

1

0

user_660a5t

Visitor

 • 

3 Messages

@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.

"Need help with this as well. I have been around the block with everyone at Comcast. 
I do not want to use the XER10 I have a business level network in my house.

Don’t offer me bridge mode. Don’t offer me DMz mode.

I have a brand new install in our community. We have a ONT/ONU outside and a Ethernet cable going to my router. It never gets a DHCP.

Let me know if there is a secret password I need to tell the rep on the phone to get to someone who can assist me."

Comcast will then provide you the means to contact a tech that can make the changes required.

 

Like

Reply

1 month ago

0

user_bxziob

Visitor

 • 

1 Message

12 hours ago

I have fiber running into my house and have an onu/ont inside my closet.  I also want to use my udm pro and remove the XER10 from the equation.  I tried following the suggestion on sending a direct message but I don't have that option in the top right.  I tried using the chat and gave the techs my mac address after they asked and the wan1 mac address because they asked for a CM MAC but after that failed then they told me it wasn't supported and they sent me a link to the supported devices.  I even sent them a link to this forum post and they still said it couldnt be done.  I hope someone can please help me.

Thanks

1

0

forum icon

New to the Community?

Start Here