Provision ONT for personal router

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

Hello @sirrkitt, thank you for taking the time to leave a post. Sorry to hear you've been having trouble getting assistance with provisioning your Optical Network Unit (ONU) for use with your personal router. I can certainly understand how frustrating that must be, especially after spending time troubleshooting and being told the change had already been completed. You can request to use your own third-party Ethernet router with the Optical Network Unit (ONU) at no additional cost. You'll want to have your router available and ready before the change is made. Once the swap is completed, the XER10 gateway will no longer function as your active router, so it's important to ensure your personal router supports the speed tier you're subscribed to. For the best performance, we also recommend using a Cat5e or Cat6 Ethernet cable between the Optical Network Unit (ONU) and your router. To determine whether the provisioning change was completed successfully, or if additional changes are needed on the account, If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. We'd be more than happy to look into this for you. Thank you, @EG

How to send us a direct message: 

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.

YW @XfinityMarshante !