U

Visitor

 • 

3 Messages

Saturday, August 27th, 2022 3:46 AM

Closed

Lightning strike, blew my equipment. Installation properly grounded?

Today is the second time power surge came through the coax cable that blew a bunch of equipment and my TV. Aside from my filing a claim, can Comcast send a technician to confirm for me, in all honesty, whether the cable was installed and grounded properly when being connected to my house? Will appreciate Comcast's swift response. Thank you!

This conversation is no longer open for comments or replies and is no longer visible to community members.

Gold Problem Solver

 • 

541 Messages

3 years ago

Good evening, @user_410cf3, and thank you for reaching out through our online platform about your recent power surge and damage to your equipment. I'm sorry to see that this has happened for a second time, and hope everyone and everything else is okay! 

 

In terms of grounding, your home should be properly grounded by a licensed electrician with grounding rods. Coax cable lines are then bonded to the home's ground electrode system, which is usually the ground rod installed at the power meter and breaker box.

 

I recently had to have my breaker box, outside panel, and mast replaced, as well as two grounding rods installed at the same time, because my home wasn't grounded at all! The electricians I hired to complete this work also verified that the coax was connected with the ground block to meet the National Electrical Code requirements (inspection) and no Comcast technicians were involved.

 

Do you need some additional assistance tonight in getting your Comcast equipment replaced? If so, our team is happy to help!

Visitor

 • 

3 Messages

@XfinityMacey​ thanks so much for the details. Great suggestions and I'll look into that.

Official Employee

 • 

2K Messages

@user_410cf3 

 

You are welcome

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

Visitor

 • 

3 Messages

Upon investigation, a qualified electrician confirmed that my home is perfectly grounded. He also confirmed that the coax cable that the Xfinity technician installed for me, however, wasn't. He pointed out the coax cable should have been bonded to the meter box, which is only a few inches away. Why did the technician skip this important step during installation?  It really costs nothing to do the grounding for the coax cable properly, as opposed the brand new cable modem and TV boxes that Xifinity has to replace for me when mine were fried by the power surge. I am not even counting my brand new TV that was also fried in the process. I also have to pay extra for an electrician to do the gounding properly for me. So, Comcast transferred these costs to the consumers? The CFO doesn't even realize the how much is wasted for the shareholders because of the lack of supervision and negligence during the installation. I am not the only person that is dealing with this. Shouldn't Comcast add this to the risk disclosure to its 10Q and 10K filings to the public to reflect this? Anyways, consumers, beware.

(edited)

New Problem Solver

 • 

452 Messages

We apprecaite the feedback, @user_410cf3. This is certainly never the experience that we want you to have, and I assure you that our experts will look into the claim for damages on the ticket that was created. 

I no longer work for Comcast.

forum icon

New to the Community?

Start Here