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user_r8gkbd
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Monday, November 17th, 2025 7:52 PM

the cable/internet box caught on fire and Xfinity isn't helping!

To start off 2 times before the fire Xfinity had to replace melted cables the 3rd time cause a fire.

the night of the fire the Fireman told Xfinity to send a tech to make it safe because when their shovel touched the cable the shovel would spark that was around 3pm Xfinity couldnt be bothered to send some one tell 7 am the next morning, None of slept well while there was risk of another fire all night.

The tech that came at 7am said there was no ground wire and that's what started the fire,      days weeks later I had 2 different Xfinity employs come out and look at everything.

On the 14th last week , I get a email saying my damage claim has been closed.  Here is a copy and past of the only email i yet to receive from them.

Xfinity Support<No-Reply@comcast.com>
You’re all set

Good news! Your damage claim has been resolved and ticket [Edited: "Personal Information"] is now closed. We apologize for the damage that we caused and appreciate your patience as we worked on a resolution.

If you have any additional questions, please feel free to reach out to ushere.


THIS IS A SERVICE-RELATED EMAIL
Comcast will occasionally send you service-related emails to inform you of service upgrades or new benefits.

Please do not reply to this email, it is not monitored. If you'd like to contact us, please visit our websitehere.

Comcast respects your privacy. For a complete description of our privacy policy, clickhere.

Comcast. All rights reserved.

Comcast Cable, One Comcast Center
1701 JFK Boulevard, Philadelphia, PA 19103
Attn: Email Communications
On the 14 th I spent about 6 hours over the phone including a round trip drive to the Xfinity store because a agent over the phone said I can get the records and documents their that was a lie.  I went through hell just to find out the claim was denied and they blame the electric company. 
 Xfinity is refusing to get me a report or anything written in regards to their reasoning as to why they think its the electric company's fault. 
Why is Xfinity refusing to give me anything in writing?
Do i need to get a lawyer to get the denial in writing so I can give it to the electric company?
After all this how can i stay a customer knowing they cant take a fire seriously?
Who do i need to talk to to get a written denial to pass on to the electric company?
Why work so hard to refuse to tell me and give me anything in writing?
Thank god my house didn't burn down but by the way Im being treating if my house did burn down I don't think Xfinity would care!
I will go public , we have news stations always asking for [Edited: "Language"] like this.    clock is ticking tell i call them.

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2 hours ago

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XfinityThomasC

Official Employee

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3K Messages

3 hours ago

Hello, @user_r8gkbd 

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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user_r8gkbd

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3 Messages

I did and I wasted a hour and got no where with your chat support. it so bad I was told they are handling more then one person at one time and that's why I got no where in just shy of a hour. this sad and Xfinity support is [Edited: "Language"].   I gave them my number and email and never got a code.  If your call Center , walk in store and Chat assistant couldn't send me a PDF or a email detailing and explaining why the fire isn't Xfinities fault and how its the electric company's fault I doubt any one here else can.        

The facts for me is I calling the news channel call toa action and a lawyer.   First thing next month I'm canceling Xfinity over being refused a written explanation.

(edited)

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