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user_539zzd
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11/06/2026 8:00 AM

Request for COAM / ONU Provisioning

This request is directed to the Xfinity Digital Care Team / Corporate Level 2/3 EPON Technical Support.

I am a residential FTTH EPON fiber subscriber with a new installation utilizing a Nokia NKFN11AEL ONU and an XER10 gateway.  I am requesting an account transition to the official Member-Owned Router / COAM configuration for EPON.  The gateway I wish to use in place of the XER10 is a Ubiquiti UniFi Dream Machine Pro (UDM-Pro).

Please do the following:

  1. Add the appropriate customer-owned-router (COAM) provisioning code to my account profile.
  2. Remove the XER10 gateway from my active service configuration.
  3. Push the updated ONU boot file that disables the MACsec requirement so that my Ubiquiti UDM-Pro gateway can successfully pull a public IP via DHCP directly from the Nokia ONU.
  4. Verify successful connectivity with the UDM-Pro connected directly to the ONU.

My request is compliant with Xfinity's July 2026 policy:  Member-Owned Router Options for Xfinity Fiber Service (EPON).  The service location is a detached independent single-family residence, not a "WiFi Ready" apartment complex or bulk-managed HOA community.

I would ask that the matter be handled on a single "master ticket" so that processes involving the Billing Team (to remove the XER10 and associated charges from my account) and Tech Support (to handle the ONU provisioning and any associated network connectivity issues) are coordinated and carried out smoothly.

I know that this has been requested and posted by other subscribers who subsequently received successful assistance so it should be relatively straightforward.

Thanks very much in advance!

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4 hours ago

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XfinityOrlandoM

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4 hours ago

@user_539zzd

Thanks for reaching out to us, we understand you would like to use your own router in connection with the ONU device instead of using the Xfinity xre10 router.

 

We're happy to get that updated on your account so you can use your own router.

 

 

To get started, just send us a direct message including your first and last name and complete service address

 

Here are the detailed steps to direct message us:

  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. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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