Skip to main content
Jimmie_L
1st Topic

Visitor

 • 

3 Messages

Wednesday, April 15th, 2026 3:16 PM

I am worried about this Xfinity Wire that is leaving a black electrical mark on my house.

There is an Xfinity Wire leaving a black mark on my home after a storm. I am really worried that the wire might be dangerous, but I cannot get the assistant AI to connect me to a live agent. I need help with this. What do I do?

Question

 • 

Updated 

6 hours ago

8

1

0

Oldest First
Selected Oldest First
XfinityJosephA

Official Employee

 • 

2.2K Messages

6 hours ago

Hello, @Jimmie_L thanks for the public post and image. We'll always help, and we want to make sure your service is installed safely. A lot of times marks like this are cosmetic. Are you noticing a warm cable or any other things that indicate a hazard? 

 

The more details we have the better we can serve you.

(edited)

3

0

Jimmie_L

Visitor

 • 

3 Messages

@XfinityJosephA​ I haven't noticed warmth, but I am afraid to go up and down the length of it, just in case the wire is open. If you look closely at the images I took, it does look like the wire's casing is not smooth, which I took as a bad sign for the condition of the wire and it seems like that black mark was an arc that showed up after a thunderstorm was in the area. Do you think that a technician should look at it? The internet is still on at my home, but if lightning in the area can cause an arc away from the wire to the house, shouldn't something be looked at? My home is grounded and everything power related is still on, so it seems like the arc was from the Xfinity wire to the house. Is the Xfinity box at the edge of the road grounded? Anyway, I am just worried about the safety of it and want to make sure everything is alright. I understand that things happen like extreme weather, I just want the wire to be safe towards the house and the internet line to be functioning properly. Thank you for any help that you can provide.

Like

Reply

6 hours ago

0

XfinityJosephA

Official Employee

 • 

2.2K Messages

 

Jimmie_L I think it's always better to be safe, so we should consider having a technician look at the coaxial cable. There’s always a chance that something electrical that's not Xfinity related is heating up the wire. But I don't want to give an exact answer. Send us a direct message, so we can have a tech double-check everything. 
 
 
You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support."
 
 
 

 

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

Like

Reply

6 hours ago

0

Jimmie_L

Visitor

 • 

3 Messages

@XfinityJosephA​ I just sent a direct message to Xfinity Support with the info. I will wait on the response. Thank you.

Like

Reply

6 hours ago

0

forum icon

New to the Community?

Start Here