1 Message
Damaged Property
about a month and a half ago, a lightning strike caused a surge to go through the coax because the lines aren't properly grounded, and everything that was connected to xfinity's modem by ethernet cable was fried, which was my pc and my ps5. This is the second time it's happened. I have called several dozen times, and been charged for a tech to come out and essentially change the modem out. i have been told at least 6 times that i was going to be contacted by a supervisor, but i dont get that call and when i ask why, i'm being told that someone is closing my ticket over and over again without a resolution to my problem. So i have a new modem, but i can't get the speeds i pay for now because the 2 devices that i connected directly to the modem with specifically for the higher speed connection are destroyed. My pc my ps5 and my xfinity modem were all plugged into a separate surge protector (neither of which engaged), so that and the fact that the ethernet port on my pc is fried is bonafied proof that the damage is from xfinity's modem. I talked to a customer service rep, and told them, there's no use in paying for anything other than in home wifi because xfinity's property destroyed the 2 things i connect directly, but she assured me that i would be contacted this time, and told me she was gonna put a retroactive credit from a promotional offer to help keep me as a customer. This did not happen. I even verified and accepted the action, and i have not received that credit yet. this was 2 weeks ago. No amount of trying to speak with a supervisor is doing any good, and now im paying for high speed internet without being able to use the high speed, and my pc and my ps5 are fried. someone please help me.
XfinityEmilyB
Official Employee
•
2K Messages
1 year ago
@Jay713 Welcome to our community forum and thank you for letting us know about the damage so we can open a claim for you. I know I'd be upset if my electronics were damaged during a lightening storm so I want to make sure this is cared for. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.
0
0
user_hxtr6j
3 Messages
10 months ago
We have had the same issue twice also. The Ethernet cable burned during a storm and ruined our tv and computer for the second time. There is clearly a grounding issue and I don’t see how to file a claim.
1
0
AtlantaRed
Contributor
•
17 Messages
10 months ago
I live in unincorporated DeKalb County in the Atlanta Metro area. Two days ago, on the night of 7 Jul 2024, there was a major storm in the area. The storm caused an electrical surge in my home. This surge completely bricked a Xfinity XB3 gateway (no power up), bricked my $200 ASUS router (no power up, connected to gateway via Ethernet), and bricked my $100 Ooma VOIP device (no power up, connected to router via Ethernet). All of these devices were connected to electrical power via a functioning Battery Backup UPS/Surge Protector, which is still working fine now and nothing else connected to it had any problems, which is how I know that the surge came through Xfinity’s own coaxial wiring. Aren’t you required by the GA electrical code to ground each individual residence to avoid this?
The next day I called 888-XFINITY, who advised me to go to the Decatur GA Xfinity store to swap my bricked gateway for one that works. Upon my arrival, I was told by your store employee that they no longer had ANY internet gateways left in stock at that location , because they’d already swapped out well over 200 that day for other customers with the same issue as I had. Even worse, I was told that the Midtown Atlanta store had the very same stock problem for the same reason. They also said they couldn’t call any other Xfinity stores in the area to check stock levels, which is just insane for an enterprise as large as yours. So I took a chance and drove another 25 miles east to the Snellville GA store where they fortunately had gateways in stock, and they swapped it out for me.
So my question is this, given it was an issue that came through Xfinity’s own proprietary coax cabling and it has affected literally HUNDREDS of subscribers here in the Atlanta Metro, what exactly is Xfinity prepared to do to make everyone who suffered personal financial damage whole, to address your systemic backend equipment failure, and do right by all of us affected by it? How do I file a claim with you for this damage? I look forward to your prompt response.
1
0