Visitor

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2 Messages

Thursday, May 7th, 2026 7:44 PM

WiFi not working

My iphone shows connected to my network and my ethernet devices work.  But apps on my phone and wireless devices in my home are not.  I was originally installed with the XB7 about a month ago when I switched from Astound to Xfinity.  I had problems from the beginning as described so Xfinity exchanged the XB7 and installed a EXR10.  No difference - constant on/off.  So before I give up entirely on Xfinity I want to try my own router.  I will keep the black box PON.  I don't want to connect to the EXR10 if I can avoid it.  I was considering the TP-Link Archer AX73 router.  Thoughts?  If this will work, do I need to have xfinity do anything to allow my router?  Thank to any insight.  MJC

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Expert

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119.5K Messages

3 months ago

FYI. A third party / customer-owned router can not be used on their fiber / PON service with the ONT box.

Visitor

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2 Messages

I was under the impression that I could use my own router.  I will keep the ONT (fiber modem).  I just want to replace the router (Gateway) since that is the glitching device. I thought it was the ONT that authenticated, id'ed my account and handled the fiber signal. Other companies allow user provided routers (AT&T, Verizon, Frontier,etc).  If I cannot use my own router, then how to I get a stable WiFI?  Becuase if I can't get stable service  I will end my service with Xfinity.  

Official Employee

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1.6K Messages

@user_l6ysnv Having a reliable connection is important. Have you had a tech out to troubleshoot the service? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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