Formal Escalation: Xfinity EPON Customer-Owned Router Provisioning

I am requesting escalation to the Xfinity EPON provisioning or network engineering team to complete a customer-owned router (COAM) conversion for my fiber internet service.

Current Configuration

My Nokia NKFN11AEL 10G-EPON ONT is currently connected to an Xfinity XER10 gateway, with my Ubiquiti UniFi Cloud Gateway Max connected behind the XER10 using DMZ.

While this configuration provides internet connectivity, it is not the network architecture I require.

My objective is straightforward: I want to eliminate the XER10 entirely and connect my UniFi Cloud Gateway Max directly to the Nokia ONU, as permitted under Xfinity's July 2026 Member-Owned Router Options for Xfinity Fiber Service (EPON) policy.

Equipment Information

• ONT Manufacturer/Model: Nokia NKFN11AEL (10G-EPON)

• ONT Serial Number: [Edited: "Personal Information”]

• Customer-Owned Router: Ubiquiti UniFi Cloud Gateway Max

• Router WAN MAC Address: [Edited: "Personal Information”]

• Ethernet Link: Successfully negotiates at 2.5 Gbps

• WAN Configuration: DHCP, no VLAN tagging, no MAC cloning

Previous Support Experience

I have already spent 2.5 hours on the phone with Xfinity technical support, during which my issue was escalated to three different support representatives.

Despite these escalations, I was repeatedly told that my only option was to retain the Xfinity XER10 gateway and configure my UniFi router behind it using DMZ.

This was an extremely frustrating experience.

Throughout these conversations, I repeatedly explained that my requirement was to use my own networking equipment directly against the Nokia ONU, without the XER10 acting as an intermediary.

Unfortunately, the support representatives did not appear to understand the distinction between configuring a customer-owned router behind an Xfinity gateway and provisioning an EPON connection to support a customer-owned router directly.

I am not requesting assistance configuring DMZ, port forwarding, or another workaround involving the XER10. I am requesting the customer-owned router provisioning option that Xfinity has publicly documented as available to eligible EPON customers.

I have an established UniFi network infrastructure, and maintaining control of my gateway, firewall, routing, and network services is an intentional architectural requirement.

The proposed DMZ configuration introduces an additional routing and NAT layer, complicates network management, and creates an unnecessary dependency on Xfinity hardware.

As someone with extensive experience in enterprise networking and infrastructure architecture, I understand the technical differences between these configurations. I am frustrated that 2.5 hours and three support escalations failed to get this request to someone familiar with Xfinity's EPON provisioning process.

Technical Findings

During troubleshooting, we established the following:

1. The Nokia ONT reports PWR, PON, and ONLINE status as operational.

2. The UniFi Cloud Gateway Max successfully negotiates a 2.5 Gbps Ethernet connection directly with the Nokia ONT.

3. The UniFi WAN interface is correctly configured for DHCP.

4. When connected directly to the ONT, the UniFi gateway does not receive a WAN IPv4 address.

5. When connected behind the XER10, the UniFi gateway receives an IP address and internet connectivity works.

These findings are consistent with a potential EPON provisioning, MACsec configuration, or DHCP authorization issue.

Xfinity's own community support discussions document successful conversions to customer-owned Ubiquiti gateways, including the need for appropriate COAM provisioning and ONT boot-file changes.

Requested Resolution

I am requesting that Xfinity's EPON provisioning or network engineering team:

1. Confirm eligibility: Verify that my account and service location are eligible for the EPON customer-owned router option.

2. Update equipment provisioning: Replace the XER10 equipment association with the appropriate COAM/customer-owned router provisioning code.

3. Verify ONU configuration: Ensure the Nokia NKFN11AEL receives the correct COAM boot file and that MACsec is disabled where required for direct customer-owned router connectivity.

4. Validate DHCP connectivity: Confirm that my UniFi WAN MAC address ([Edited: "Personal Information”]) can obtain a WAN IPv4 address directly through the Nokia ONU.

5. Complete the conversion: Verify successful internet connectivity with the UniFi Cloud Gateway Max connected directly to the ONU, without the XER10.

Expected Outcome

I would appreciate a response from someone familiar with Xfinity's EPON architecture, COAM provisioning, and ONU configuration, rather than another general troubleshooting session focused on consumer router settings.

I am requesting a documented escalation, a ticket number, and confirmation that the issue has been assigned to a team capable of implementing the published customer-owned router option.

If my service location is ineligible for this option, please identify the specific technical or policy restriction preventing the conversion.

I have already invested considerable time troubleshooting this issue and would appreciate a technically informed resolution.

My expectation is to use my own UniFi gateway directly with the Nokia ONU, without requiring the Xfinity XER10 gateway in my network.