Xfinity Property Damage Complaint

Dear Xfinity Team,

I am writing to formally request the initiation of a property damage complaint regarding my Arris S33 modem. On December 3, 2024, an Xfinity technician visited my property to address a signal issue. During their visit, the technician removed the signal splitters in my setup and connected the coaxial line directly to my modem before making adjustments at the service pole in the alleyway. This action resulted in excessive signal levels being fed into my modem, causing it to operate outside of its recommended specifications and leading to strain/wear on my modem hardware.

Incident Details:

1. Date of Incident: December 3, 2024

2. Technician Actions:

   • Removed signal splitters and directly connected the coaxial cable to the modem.

   • Did not attenuate or regulate the signal before making external adjustments.

   • Signal levels recorded post-incident exceeded the modem’s tolerance (peaking at +18 dBmV).

3. Resulting Issue: The excessive signal levels have caused significant performance issues and strain/wear on my modem hardware.

Equipment Affected:

• Modem Model: Arris S33

• Damage Observed: Hardware strain due to prolonged exposure to high signal levels.

Request:

Given the circumstances and the technician’s actions directly contributing to the issue, I request the following:

1. Reimbursement: Full compensation for the cost of replacing my Arris S33 modem.

2. Documentation: A detailed report of the technician’s actions on December 3, 2024, including any internal notes about the signal levels and adjustments made during the visit.

Additional Information:

I have documented the signal levels recorded on the modem interface following the technician’s adjustments, which show power levels consistently exceeding the manufacturer’s specified tolerances. I am happy to provide these records and any additional information to assist in resolving this matter.

I trust that Xfinity values its customers and will take the necessary steps to address this situation promptly. Please let me know how to proceed with this complaint and any additional documentation or steps required from my side. I look forward to your swift response.

Thank you for your attention to this matter.