Visitor

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1 Message

Sunday, March 8th, 2026 12:59 AM

Damage to My Equipment

I moved into a home where Xfinity had previously wired up the premises. I hooked my router up to the existing wiring. I used a surge protector on my router, so that there was ground/surge protection on the power side. At the time I assumed Comcast had properly grounded the connection from the cable/coax side. Unfortunately, this was not the case and my personal router is now damaged beyond repair. A technician came out and verified the MOCA filter was not grounded and was also damaged. I would like to file a damage claim for my equipment destroyed/damaged by this power surge, as the lack of proper grounding on the coax/Comcast side seems to be responsible for it. How would I go about doing that?

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Official Employee

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959 Messages

4 hours ago

I am so sorry to hear about your equipment @user_n6p0ha! To get the ball rolling, please send us a Direct Message with your full name and service address. From there, I can open a formal damage claim ticket for further investigation.

To send a Direct Message: 

 

Ensure you are logged in

 

  • Click the "Direct Messaging" icon
  • 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.
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