Visitor
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Repeated equipment damage during thunderstorms — need property damage investigation.
Hello. I need to open a property-damage investigation regarding a possible grounding/bonding or surge issue involving the Comcast coaxial service to my home.
During thunderstorms and associated electrical surges, I have experienced repeated equipment failures involving Comcast equipment and connected home-theater electronics.
Over time, approximately 4–5 Comcast cable boxes have been damaged during these events. Comcast replaced those boxes at no charge, but the problem has continued. Customer-owned equipment has also been affected, including a Samsung HW-Q990D soundbar valued at approximately $1,000 and repeated failures of the Samsung One Connect Box connected to the Comcast cable box through HDMI.
The equipment in this area is surge protected, and this has happened multiple times. Because several Comcast cable boxes themselves have failed during these same types of events, I am concerned that a transient may be entering through the incoming coaxial line or that there may be an issue with the coax grounding/bonding.
I would like Comcast to:
• Open a property-damage investigation.
• Send a technician to inspect the incoming Comcast drop, coax grounding block, bonding conductor, splitters, and related connections.
• Verify that the Comcast coax system is properly bonded to the home's electrical grounding system.
• Document the technician's findings on the work order.
• Provide me with the claim/ticket number for this investigation.
I do not want this handled solely as another cable-box replacement because this is a recurring issue that has now involved approximately 4–5 Comcast boxes as well as expensive customer-owned electronics.
Please let me know what documentation you need from me for the property-damage claim.
XfinityRay
Official Employee
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4.2K Messages
15 hours ago
Hi there, @thisbryanguy001! You are at the right place for further assistance with your service. We can open a damage complaint ticket for you to address this. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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