After Comcast work in our area the Modem Router was apparently fried

Yesterday morning the internet went out. We were advised there was an outage in our area and there was a technician working on it. Several hours later I received a message that the work was completed and the internet service was working. Our 1 year old NetGear was only showing that the power was on and not receiving signals. After several tries to get it going, Comcast sent a technician today. He said he was getting good readings. We had put the old modem in a closet so we brought it out. The tech connected it and got it up and running. Apparently the NetGear was fried when the internet service was restored. It was plugged into to a surge protector, so it wasn't from the electrical outlet. It had to be from the cable. Since Comcast apparently fried the modem, will Comcast replace the 1 year old modem?

Responses

Accepted Solution

CCShan

Official Employee

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443 Messages

3 years ago

Thank you for reaching out to us regarding your equipment experience, @user_9f3cd0 We'd be happy to review your account and see if we can get to the bottom of this with you. Since we'll need some information to retrieve the account, we'll need to move to Direct Message.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3KQF8q9 for an example.

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user_9f3cd0

Visitor

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2 Messages

@XfinityShan Thanks I just sent a message. We'll see what happens.

3 years ago

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CCAshley1

Official Employee

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746 Messages

Hi, thank you for reaching out to Xfinity. I apologize as Xfinity does not replace non Xfinity owned equipment. At this time claims are submitted and investigated if the property is damaged due to our equipment outside the home ( example: piping, outside property ect) that is worked on by our technicians. Or technicians inside the home. To my understanding, there was no appointment or Xfinity technicians present.

We apologize for any inconvenience. We can not confirm our outside equipment and techs caused damage.

We can have a claim submitted for this concern to be investigated.

May I have your name and address please?

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

0

CCAshley1

Official Employee

•

746 Messages

I apologize, please respond to the Private message sent. For security please do not provide your personal information on the public page. Thank you!

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

0

Customer Service

user_9f3cd0

After Comcast work in our area the Modem Router was apparently fried

CCShan

user_9f3cd0

CCAshley1

CCAshley1

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