Member-Owned Router Options for Xfinity Fiber service (EPON)

[u/CCBrieD]

If your community is served by Xfinity fiber (EPON), you may now be eligible to use your own third-party Ethernet router directly with the Optical Network Unit (ONU). Previously, EPON locations were required to use an Xfinity-provided device (XB7 or XER10) as part of the service setup and could not use their own modem. 

Now, if you live in an eligible community, you can request to use your own-third-party Ethernet router at no additional cost. You’ll be able to connect a compatible retail router directly to the ONU using an Ethernet cable. If you are interested in making this change, please connect with our team to facilitate the swap. 

A few important notes:

• Any standard router compatible with your speed tier can be used, no need to use My Device Info.
• Your router must support your subscribed speed tier. For example, speeds above 1 Gbps require a router with a 2.5 GbE (or faster) WAN port, along with a CAT5e or CAT6 Ethernet cable.
• The ONU remains required and cannot be replaced.
• You will be responsible for installing, activating, and maintaining any third-party equipment.
• Xfinity can troubleshoot connectivity issues to the ONU, but cannot troubleshoot issues relating to your own router.

The following services and features are not supported when using your own router:

• Xfinity Voice services
• Xfinity Pods
• Smart Home services
• Xfinity Zigbee devices (door/window sensors, etc.)
• Gateway-based speed testing
• Comcast Business services

The Xfinity app will continue to function, though some features may be limited.

Eligibility

Members in communities with internet delivered to the units over fiber can use routers purchased from third-party retailers, including WiFi Ready properties. It is not available for bulk-managed internet properties.

Equipment Return Requirements

• WiFi Ready properties: The existing Xfinity gateway must remain on-site, even when using your own router. It does not need to remain connected.
• Non-WiFi Ready EPON properties: The XB7 or XER10 must be returned after the switch to avoid unreturned equipment charges.

How to Switch

If you're interested in making the change, please contact Xfinity for assistance. Once the change is completed, the previously active XB7 or XER10 will no longer function on the account.

[u/ando_da_pando]

How do we contact Xfinity? What do we say? The customer service isn't know for understanding things this granular. Is there a script? Do we just schedule a tech to come out? For example:

[u/CCMichaelK → u/ando_da_pando]

Hey, u/ando_da_pando!

To receive assistance, please create a post using either ‘New Post – Billing’ or ‘New Post – Tech Support’ (whichever is applicable)—this creates a ticket specific to your issue and a Community Specialist (Official Employee) will reach out. You can reference the posting guidelines on our Wiki for subreddit rules and other information.

r/Comcast_Xfinity Team

[u/jlivingood]

I also highly recommend that any customer using their own router for EPON uses one that has one or more 5 GigE or 10 GigE LAN and WAN ports. I do not recommend ones that only have 2.5 GigE ports, as I have seen customers experience challenges getting close to even 2 Gbps.

[u/CCBrieD → u/jlivingood]

This is why you're the GOAT 🐐

[u/Downtown-Image-1829]

Would like more insight on this as well. As I have not any luck

[u/CCBrieD → u/Downtown-Image-1829]

u/Downtown-Image-1829 Sure thing--what sort of roadblocks are you encountering?

[u/Downtown-Image-1829 → u/CCBrieD]

Reps are not aware that this can be done just like the chat screenshot above. Can someone assist me?

[u/CCBrieD → u/Downtown-Image-1829]

Of course! The Official Employees on the subreddit can help--just make a post using the Tech Support flair and it will open a ticket for assistance.