Visitor
•
2 Messages
Claim for fried modem and other devices lightning strike damages caused by missing ground connection
On the evening of June 28, 2025, a severe storm struck this area, and multiple lightning strikes occurred. When lightning struck near my house, the internet service was stopped. My Xfinity modem was not working at all. It didn't boot up after power cycles. My wireless router and ethernet switch didn't work either. LEDs were abnormally blinking with odd noises. Fortunately, other electronics worked okay. The devices that were connected to the Xfinity modem stopped working completely.
A week before this accident, the Xfinity team installed an underground cable in my yard and connected it to the coaxial of my house. But they didn't connect the cable connector to the ground. They even left with the terminal box open on the sidewall. It could've been damaged if I hadn't seen the terminal box open and it rained. I have pictures of the terminal box with a missing ground connection. Please see picture #1 below.
The next Monday, a service engineer visited and replaced the modem, but he was not able to help the fried wireless router and ethernet switch. He worked on the terminal box on the sidewall and connected the coaxial connector to the ground on that day though. I have pictures after the ground connection work too. See picture #2 and #3 below.
I want to file a claim for my damaged wireless router and ethernet switch. The missing ground connection was the cause of the damage to my devices.
Thank you.
Image #1. Missing ground connection (Before the accident)
Image #2. Connected ground connection (After the accident)
Image #3. Ground line connected to the ground rod (After the accidnet)
XfinityRay
Official Employee
•
3.2K Messages
2 months ago
Greetings, @user_jw95! Thanks for reaching out about the damage to your property. I am glad that the technician was already out. We can put in a damage claim ticket for you.
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:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
(edited)
0
0
user_b401iv
Visitor
•
6 Messages
2 days ago
Mine just got struck sunday night. It fried their modem and went through the 2 CAT6 copper patch cords to 2 consoles then left consoles through hdmi cables. It tried to go through modem power cord but hit the gfci power strip and exited through the good ground at receptacle. The power strip saved the soundbar because it was only connect to tv with a digital optical cable (fiber) and the powerstrip. It was not grounded to ground rod on property and was only grounded to a tiny copper water pipe that disperses water under floor which is not a good ground. You can only attach to water pipes within the first 5 feet of the pipe entering the building. Xfinity says they will not do a claim because there is no physical damage to the cable. Well hello it was an indirect strike on our tree and their ungrounded cable runs 10ft from the tree. An indirect strike turns the coax into a capacitor damaging all sensitive electronics without visible damage. Ive got pictures of everything and a video of the tech saying in order for him to leave my new modem up and running he needed to properly ground the cable. When he couldnt find the ground rod he went to the unit next door (duplex) where the ground rod was and wanted to run a new line from pedistool to the ground rod then over to my place. Why when the new modem was up and working on the existing coax line???? Because it wasnt grounded properly. They messed with the wrong Electrical Engineer. Ill see you in court!!!! I haven't had internet since Sunday at 8pm when the strike took down the whole block!!!!!
(edited)
1
0