Property damage from ungrounded coax drop - equipment reimbursement and line repair requested

Bottom line first: a power surge entered my home through your coaxial line and destroyed two pieces of my equipment. Based on how it happened, the drop and grounding on your line appear to be the cause, and I'm requesting two things: reimbursement for the damaged equipment, and a technician to inspect and repair the underground drop and its grounding so this doesn't happen again.

Account: [Edited: "Personal Information"]
Service address: [Edited: "Personal Information"]
Date of incident: 08/06/2026

What happened: during a lightning event near my property, a surge traveled down the Xfinity coaxial line coming into the house and destroyed my cable modem and my router. Both were mine, not rented from Xfinity.

Here's the part that matters. Both devices were connected to a brand new APC UPS with surge protection, less than a month old, on the power side. That unit and everything else on it came through completely fine. The only path the surge could have taken is the coax itself. A properly bonded and grounded coaxial drop (which is the provider's responsibility to install and maintain under NEC 820) is designed to divert exactly this kind of surge to ground before it reaches customer equipment. Mine clearly did not, which points to a grounding or bonding fault on your line, likely at the underground drop or the entry point.

Damaged equipment and replacement cost:

• Arris Surfboard SB8200 cable modem (owned), replaced with an Arris Surfboard S33: $161.99
• Synology Wi-Fi router (owned), replaced with an equivalent router and access point: $603.50

The Synology unit's wireless was destroyed and could not be reused, so replacing the router required a new access point to restore the same coverage. Total replacement cost is $765.49, and I'm happy to provide receipts and photos.

What I'm asking for:

1. Reimbursement of $765.49 for the two damaged devices through your property damage claims process. Please send me the claim reference and the steps to complete it.
2. A technician dispatched to inspect and correct the grounding and bonding on the drop serving my address, and to check the condition of the underground line, so a future surge is grounded out instead of ending up in my living room.

Please reply with a ticket number for both items and a timeline. I'm documenting everything on my end, including the incident date, the surge protector specs, and the damaged equipment.