Direct message

I need to open a formal corporate property damage ticket. An ungrounded Xfinity line caused a power surge that destroyed my hdmi port in my PlayStation 5 and monitor during the storm on the 21st of September 2026. A technician has already been out to fix the grounding issue and bring my internet back on but I have clear photographic proof that there was not a grounded wire installed, this was taken before the repair. Please open a claim ticket and let me know where I can send my photos.

Thanks for sharing that you need assistance with a damage claim, @Jaylen0524. Our team can get that opened for you. Once it is open, you will get an email with a secure link where you can upload your photos or documents for the claim. 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:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon. 

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  An "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.