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jrsharp21
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17 Messages

Friday, June 23rd, 2023 10:21 PM

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Gateway/Wi-fi equipment fried by lightning strike

I was away on a trip and while a way we had a big thunderstorm. Lightning struck a tree next to our house and the electricity went down the tree into our house. The surge ended up frying a tv downstairs, a tv upstairs, and our gateway/wi-fi equipment. How can we get someone out to take a look at our connections and get a new gateway?

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2 years ago

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XfinityShawn

Official Employee

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1.5K Messages

2 years ago

@jrsharp21     Thank you for reaching out about equipment and electrical concerns today.  Has the electric company restored your power to your home yet? We can look into shipping a new gateway to you, or you can pick one up at your local Xfinity store. Shipping can take 3-5 business days. If you choose the store option, then you would just take your current gateway back to return it. Which option works best for you? 

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jrsharp21

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17 Messages

2 years ago

We do have power restored. I can take the modem to a local store to get a new one. The bigger issue is this the second time that a lightning strike near by has gotten in through the cable line and fried a tv. This time everything connected to the house cable connections got fried. The other tv’s that we use with wi-fi we’re not harmed. This leads me to believe that maybe the outside line is not grounded properly. How can we get someone to come check this out?

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XfinityJamesC

Official Employee

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2.1K Messages

Thank you for clarifying what happened. You have definitely come to the right place for assistance. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 years ago

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jrsharp21

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17 Messages

Thank you. I have sent the direct message.

I have the fried gateway and two tv boxes that were fried. Is it okay to take those to the Xfinity store today to exchange or do I need to wait for a tech to come out and inspect the equipment for swapping out. We are needing to get wi-fi back up and running for work purposes.

thank you. 

2 years ago

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XfinityJamesC

Official Employee

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2.1K Messages

Excellent! I just replied to your Direct Message. I will work with you there to get this resolved.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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