Hi there, @user_b401iv! Thanks for reaching out to us here on the Community Forum. I'm sorry to hear about the damage but glad you are OK. If the modem is a rental, you can bring it and the power cord to the local XFINITY Store for an exchange. If you prefer we send one out, please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address, and we can move forward with getting that set up.
@user_b401iv, we can submit a damage claim if you would like. An investigation would be opened to look into any additional equipment replacement. Feel free to send us a private message with the directions I posted to get started on that.
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.
They need to call me they sent a tech out yesterday to replace the modem and to try and fix the ground without addressing the lightning strike damage. Ive been without internet since Sunday evening!!
user_b401iv We are happy to help and have someone reach out to you to review the damage and process a claim. You can also contact your insurance adjuster if you have coverage for your home.
Please send us a direct message with your name and service address.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. Click "Sign In" if necessary Click the "direct messaging" icon or https://comca.st/3J0ir1l Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it
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.
I filed the claim sunday night after the lightning strike they said someone was coming yesterday at 2-4pm to look at it and all they sent was a tech to swap the fried modem and properly ground the cable meaning the ground that was there wasnt done correctly which is how the lightning came into my [Edited: "Language"] house. I have pictures of the bad ground not connected to the ground electrode and I have the tech on video admitting that its not grounded correctly and before he could leave my new modem up and running he needed to properly ground it. This needs to be resolved ASAP or im seeking legal action. What if my controller and headset was not wireless???? The lightning exited the home through my power strip not outside the house through proper earthing practice. I do telecom for a living so there isn't anything that can be said otherwise. Everything connected to the modem fried that's it its not rocket science!!!
XfinityFrank
Official Employee
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1.6K Messages
2 days ago
Hi there, @user_b401iv! Thanks for reaching out to us here on the Community Forum. I'm sorry to hear about the damage but glad you are OK. If the modem is a rental, you can bring it and the power cord to the local XFINITY Store for an exchange. If you prefer we send one out, please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address, and we can move forward with getting that set up.
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