Urgent Safety Hazard – Injury Caused by Melting/Burning Cable Box

I’m reporting a serious safety hazard involving an Xfinity cable box that overheated to the point of melting and ejecting molten plastic, which caused a burn injury. The box is still in place and remains a danger to anyone nearby. This is not a cosmetic or performance issue, this is a public safety risk.

I need this addressed immediately by Xfinity corporate, and I have photos and full documentation ready to share. Please escalate this matter and advise on the next step so I can send the details directly to your safety or legal team.

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XfinityEva

Official Employee

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2.1K Messages

2 months ago

Thank you so much for taking the time to bring this to our attention. Please send us a direct message as soon as possible to assist with this. Please make sure to include your full name and the service address where this is located.

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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myritahenry

Visitor

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1 Message

My box melted as well and I can’t get a live agent to speak to.

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12 hours ago

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XfinityVictor

Official Employee

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1.8K Messages

myritahenry Hello, I am happy to be of assistance. Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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