Visitor
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2 Messages
Request for assistance in setting up COAM for my account.
I'm going to make this as short as possible, but after finding out that Xfinity is now allowing customers with ONUs to use their own routers instead of being stuck with double NAT behind an XER10, I contacted support to get this set up on my account. Due to an entirely unrelated backend problem with getting my password reset, I was directed to a local Xfinity store to get the password problem taken care of, and to turn in my XER10 so that they could remove it from my account and get a COAM boot file set up on my ONU, so I could just use my own router as originally desired when I started service in July.
I was able to access my account again, and the XER10 was allegedly removed from my account. However, after getting home and being unsuccessful connecting my router to the ONU, after 2 hours of further troubleshooting with the Internet Repair Department, they gave up and set up a technician appointment to my house, for 3 days later. I got another call back the following day where they unsuccessfully tried more times to set my account up properly, and then also gave up after some time.
I'm writing this with my internet connection currently restored after a 3 day downtime - the technician came out, and said "that XER10 is still showing that it's supposed to be connected to your account," so I have no idea what any of the remote teams were doing. The solution to getting my service back was to install an XB7-T that he had available in his van, and now I'm exactly back where I started, but with a different router than before.
The XB7-T of course also cannot be put in bridge mode with an ONU, for an entirely different reason than the XER10, which is that only the single 2.5gb port is active in bridge mode and that is the one that needs to connect to the ONU.
The tech who came out to my house was friendly and helpful but had no idea what I was talking about, and was still on the impression that the two box ONU/Gateway setup was still the only available option. I'm here because I'm hoping that despite the last 4 people I have all spoken to about this having no idea that COAM is now allowed and possible, somebody here can assist me further with getting this provisioned on my account.
Please! I don't want or need an additional router, I just want my ISP to provide internet service.
XfinitySeth
Official Employee
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1.8K Messages
1 hour ago
Good day Isotopian, and thanks for connecting with us in our community! I understand connecting to your internet in the way that's most preferable to you is important, so we're happy to help any way we can by making sure you're setup the way you want to be within what is required for your internet service 👍
While we do support COAM, at EPON two‑box homes, you would still need to use two devices at all times: the EPON ONU (installed and owned by Comcast) plus the COAM router/equipment connected by Ethernet you're wanting to use. If your account is still in need of being setup to use your personal router in addition to the EPON ONU, we can assist with that. Please let us know!
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