7 Messages
Reporting Thunderstorm Damage to Rented Router and Gateway
I am writing to report an issue with my Xfinity rented router and personal gateway that occurred during a recent thunderstorm. Unfortunately, the LAN port on the rented router and my gateway were damaged as a result of the storm.
Could you please advise if there is a specific channel or website where I can formally report this damage? Additionally, I would like to understand Xfinity’s policy regarding the replacement of the rented equipment in such situations.
Given the inconvenience and the impact on my home network setup, I was wondering if Xfinity offers any form of compensation or support in such cases.
I appreciate your assistance and look forward to your prompt response.
XfinityJohnG
Official Employee
•
1.8K Messages
10 months ago
Thank you very much for reaching out to us here @charlieoneg. One of the great things about using one of our leased modems is that there would not be any charge to have that replaced. You can swap that at any Xfinity service center, or we can have a new one sent out from here. As far as a damage complaint, we can also submit that for you from here. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "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
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