Visitor
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4 Messages
Comcast Xfinity Coaxial Cable and Connectors Fire Hazards
This is the third time I had to call/text/chat for days with Xfinity Internet to get someone's attention on this and to resolve the same serious fire hazard issues causing by Comcast's improper installation.
Yesterday 02/26 a technician came out to examined and instructed me to call electric company (Puget Sound Energy)
Xfinity tech waited for a while but having to leave before the PSE electrician arrived.
PSE electrician pointed out the green ground wire installed previously by an Xfinity personnel is on a painted surface (see photo below) instead of the metal rod in the ground which has been there and up to code. (See the photo below)
Chat and phone calls all day Monday, I was told by a chat agent named Sahaj appointment has been set and technician will arrive between 2pm and 4pm (see texts).
1. Appointment was NEVER created (I called/texted/chatted again starting 3:54pm until 5pm with another chat agent) in the first place. This time they insisted their fellow operator must have looked at the wrong date on the calendar. That was incorrect and a lie. If that was the case, there must have been text messages and emails sent out to confirm such details.
2. [Edited: "Personal Information"] is NOT a working email address. The chat operator from India or the Philippines either lying or being lied to by Comcast's manual and trainers.
3. This time, live agent over the phone made up some bogus "safety escalation" or something like that where someone will come by to assess the situation but an appointment was never successfully created after about 1 hour and 30 minutes. They hung up afterward, by the way.
This is what happened next:
Last night, Comcast Xfinity coaxial cable and connectors were burning to the point there were sparks, smoke and spreading fast towards the interior of my house. I had to put on gloves, thick cotton socks and rubber boot to come out and separated the connectors with a wooden handle from my hammer I had in the toolbox.
The aftermath... morning of 08/28/2023
Simple question to whoever listens: Is it true that Comcast/Xfinity people are actively trying to set my house on fire? This is a crime, right?
By the way, this is not even the first time their cables, connectors, etc. burning up. They came out and replaced the whole kit just over a month ago during the last week of January 2023.
Thanks for attending my TEDTalks, ladies and gentlemen.
EG
Expert
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110K Messages
2 years ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CCShaina
Problem Solver
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393 Messages
2 years ago
@user_195840 Thank you for bringing this immediate concern regarding hazardous conditions around an outdoor wire or cable to our attention here at the Xfinity Community Forums. It is true that when an issue such as this is brought to our attention a Safety Escalation ticket would be our course of action to have someone out as soon as possible. I sincerely apologize for any issues with having this addressed and want to make sure it is cared for promptly. In the future, we do advise you to never touch any wire or cable that is sparking or burning, and immediately contact your local emergency department if you believe there is an immediate threat of injury or fire.
Could you please send our team a direct message with your full name and full address?
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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