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user_cv9002345
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10/16/2026 7:23 PM

EPON member-owned router — ticket open, can this be expedited?

I’m on Xfinity Fiber (EPON) and want to switch to my own router on the ONU, per the Member-Owned Router Options post. Chat support opened ticket [Edited: "Personal Information”]  for Tier 2 and quoted 7–8 days. Can Xfinity Support help get the ONU reprovisioned sooner? Internet only, no Voice or other services.

Thanks

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2 hours ago

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EG

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122.2K Messages

17 hours ago

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

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XfinityOrlandoM

Official Employee

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3.9K Messages

2 hours ago

@user_cv9002345

Thanks for reaching out to us. You reached out to the right team to assist you with updating your accounts so you can use your own router with the Xfinity ONU device!

 

Please to send us a direct message including your first and last name and complete service address.

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (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. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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