Visitor

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2 Messages

09/27/2026 4:53 PM

Line equipment going bad after lighning strike

About 4 weeks ago, we had a bad lightning storm here. It hit a line somewhere real close and came in thru the cable coax, not the electric wires. I have everything except the coax surge protected. The surge fried my Ethernet splitter and my modem-Wi-Fi combo. I got a new XB8 gateway from Xfinity and we are back up and running, mostly. Now, every mid-morning and at the peak of the afternoon, we lose internet for 5-15 minutes. This is happening everyday around the same time. I have reported it and tried to use that assistant thing to troubleshoot it, about half the time, it says it detects a problem, but then that’s the last it mentions of it. every few days this is getting worse, and lasting longer.

I think some piece of Cable equipment, maybe the little connector box on the power pole, took that same lightning hit and it’s going bad. I want to report it now for when it finally fails totally and Xfinity can see that I did try several times to get a closer look.

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Official Employee

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3.2K Messages

49 minutes ago

Thank you for reaching out to our team about that equipment issue after that storm. I will be happy to look further into any issues with your service from our end. In order for me to do that I will have to ask you to send me a direct message with the full name and complete address for your service. To send a direct message. 

 Click "Sign In" if necessary

  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

    How to: Direct messaging within the forum | Xfinity Community Forum

Visitor

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2 Messages

@XfinityJohnG​ 

Hi and thanks for the reply, I sent you the requested info via Direct Message, my first time here so I am hoping i got it right

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