Visitor
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1 Message
Request for Customer Owned and Managed router (COAM)
I have fiber optic service to my house terminating into an EPON ONU/ONT.
I am having a very difficult time finding someone to help me change my account to reflect a "Customer Owned and Managed" router (COAM). I have my own router I want to use to manage the wifi in my house instead of the Xfinity supplied XB7.
I am NOT trying to use my own modem. There is no modem involvement in this request whatsoever. I am seeking to have the ONU send internet to my own router by way of CAT5e/CAT6 cable, which will then transmit the wifi signal bands to my house.
I cannot find a support tech that is familiar with this. They all keep asking me for my modem CMAC. There is no CMAC because I do not have a modem. There is not a modem in this equation. The ONU is acting as the "modem" in the sense it is converting the optical data into digital, and I want it to send that digital data, aka the internet, to my router and have my own router send out the wifi signal.
There is an internal xfinity document/guidance/training that lays out the "how-to" to do this. I would literally do it myself if I had access to xfinity's internal system. It would take me 30 minutes, and I have never worked for Comcast/Xfinity a day in my life.
The document is called, "Ethernet Passive Optical Network (EPON) Customer-Owned and Managed (COAM) Ethernet router — Agent overview"
The document number is HOW23314, in your internal training/document system.
The steps that need to be completed are as follows:
1. Add the Customer-Owned Router (COAM) billing code to my account.
2. Deactivate/remove the XB7 gateway from my inventory (using an equipment placeholder if needed).
3. Push the updated boot file to my ONT to remove MACsec so it hands off DHCP directly to my third-party router.
Here is a link to your own website describing exactly what I am seeking:
https://www.xfinity.com/support/articles/member-owned-router-fiber-internet
Can someone with some technical expertise please assist me? I have been a customer for 11 years but lately interacting with customer service is so brutal I am starting to rethink my options.
XfinityAldrik
Official Employee
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2.9K Messages
4 hours ago
Good evening @Brscmill13! I understand that this is not a request to replace the ONU with a customer-owned modem. You want to keep the Xfinity ONU and connect your personal router.
We can help with this process. There are a few account and provisioning changes that need to be completed on our side, including updating the ONU as the primary device and adding the appropriate account configuration for a member-owned router. That change may also require an order for you to review and approve. Once those updates are completed, we may need to send a provisioning signal to the ONU before connecting your personal router.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
You can see how to send us a direct message here.
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XfinityAldrik
Official Employee
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2.9K Messages
3 hours ago
Thanks again for reaching out to us @Brscmill13! We're glad to hear your router is now working with the ONU device. Have a great rest of your day!
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