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mpalermo73
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3 Messages

09/07/2026 6:59 PM

Need Help Provisioning ONT for Customer-Owned Router

Hey!

Having had a few... unsuccessful... chat's and calls with Xfinity support, I started reading through some posts here.  It looks like the best way to get the right people is to reach out for support here.

I have brand new EPON fiber, with the XER10, in my new house and read several posts here referencing Customer-Owned Router (COAM) provisioning.  I was hoping to have my ONU reprovisioned for being able to use my own router.  I have an Ubiquiti UDR7 which is more than capable of sustaining (saturating!) the speeds being delivered to me over the fiber.


Thank you!
M.

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5 minutes ago

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XfinityCliff

Official Employee

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597 Messages

33 minutes ago

Thank you @mpalermo73 for reaching out, and welcome to the Xfinity Community forums!

I can certainly understand wanting to take full advantage of your own networking equipment, especially after investing in a capable setup like the Ubiquiti UDR7.

We'd be happy to take a closer look at your account and review whether your EPON fiber service can be configured for a customer-owned router. To get started, please send us a Direct Message* with your full name and complete service address. Once we have that information, we can review the account, verify the current provisioning, and determine what options may be available.

We look forward to helping you get everything set up the way you'd like! 😊

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

Click Here For an example of how to send us a Direct Message.

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mpalermo73

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3 Messages

Sent!

Thank you for being there!

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20 minutes ago

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XfinityCliff

Official Employee

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597 Messages

Hi, did you send it to Xfinity Support as indicated in the instructions I included?  If you sent it directly to me, we won't see it.  If that's the case, please re-send. 

"In the "To:" line, type "Xfinity Support"."

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

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12 minutes ago

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mpalermo73

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@XfinityCliff​ I originally sent it to you directly. I just resent it to the XFinity Support.

M.

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5 minutes ago

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