Contributor
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17 Messages
Electrical Surge Damage
I live in unincorporated DeKalb County in the Atlanta Metro area. Three days ago, on the night of 7 Jul 2024, there was a major storm in the area. The storm caused an electrical power 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.
XfinityAlyssaA
Official Employee
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1.8K Messages
10 months ago
Good evening @AtlantaRed, and thank you for taking the time to reach out on our Community Forums with the details of your situation, we appreciate it. We are sorry to hear about the frustrating expereince trying to swap out your gateway and with the surge that affected your equipment and service, we apologize for the inconvenience tremendously. We assure you that this is never the kind of frustrating experience we want for any of our valuable customers and understand where you are coming from with wanting things to be made right. Rest assured, our team wants to help turn the situation around the best we can. We'd be happy to apply a credit for the time you were without service and address any damage complaints you may have.
To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
We look forward to working with you further!
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user_un7hri
1 Message
9 months ago
Xfinity has terrible customer service. I am experiencing the same issue. A thunderstorm on 7/18 ruined my modem. It would not power back on at all. Luckily, I had a new Xfinity modem on hand. I activated the new modem on 7/19 in the afternoon and it was in and out until today at noon. I have had no internet or tv since due to a "network impairment/outage". I have a job and need reliable service. Xfinity is slow to repair anything and customer service is the worst!! Being a long term customer means nothing!!!
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