Visitor
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1 Message
Apartment fire
On July 2nd
my apartment building burned down due to the damage and liability i have not been allowed to access the apartment to check or verify if the modem is still functional I don't know if it is that it was the buildings pretty
much toast I called a few customer service numbers today to inform them about the fire and what should I do I plan on having a new address within the next two weeks so I wanted to ask what the consensus was I think fires
probably a pretty rare situation and I spoke to the online chat agent and two people on the phone and so far I've not gotten anywhere and so yeah fire what's the protocol and I don't have a new address yet I'm staying in a hotel
but I hope to have a new address within the next two weeks and at that point I went to restart my Xfinity service at the new address but what what what's the protocol for like the modem they won't let me go into my apartment or anything so they won't let anybody in it's all boarded up locked off cuz of the structural damage they say it's not safe.
XfinityBrie
Administrator
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671 Messages
3 years ago
Hey there @user_da5ea0
I'm so sorry to hear this happened--I can't imagine how much was lost in the fire. I hope you and your loved ones are safe though.
On the Xfinity side, whenever a customer states the equipment was damaged or lost from fire, flood or other natural disaster, Comcast will not charge for the equipment once the issue is reported to us. You do not need to send us any documentation or proof of insurance, we'll just go into the account and mark the equipment as damaged so you are not charged.
As for services in the future, you'll be able to restart an account at whichever address you go to and transfer your information from the old account to the new account. Depending on how much time has lapsed you will receive a new service plan or contract (if you were in one). On the note of contract, if you were in a contract previously when the fire occurred we will waive any application Early Termination Fees.
If you'd like to send The Xfinity Support Team a direct message here on the forums we can assist with settling everything for you.
To send a direct message:
Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.
We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist.
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