New Poster
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2 Messages
Help with member owned router with fiber into the home ONT
Hello-
It appears I should be able to use a third party router with the xfinity supplied ONT for my fiber into the home internet service but I am not able to get this working. I called customer service and they were also not able to but documentation here (https://www.xfinity.com/support/articles/member-owned-router-fiber-internet) suggests it should be possible. Please advise on the steps needed for this.
Thanks!
XfinityPaula
Official Employee
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2.4K Messages
7 hours ago
Hello! You are correct, we can add your device for our fiber to home services. It's a more recent update, but it's been around long enough I would expect our phone agents to be aware. I'm sorry they were not familiar with the change, but I'm excited that you reached out to us here. My team is pretty awesome, and we are able to help out with almost all accounts and services. If we don't have the access we know who to contact, so you will always get the help you need.
Since this is a change to your account I need you to send us a direct message please so that I can update the account with your equipment. From there we can follow up on the post with our results.
In the direct message please include your name and service address. From there I will verify the account and obtain the device details to make the change.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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