U

Visitor

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2 Messages

Friday, May 23rd, 2025 12:50 PM

Lightning Strike / Damaged Equipment

Lightning struck near my house, and an improperly placed ground at the cable box caused damage to my coaxial wiring and modem/router. I’d like a phone number to contact someone to schedule a repair.

Problem Solver

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572 Messages

2 days ago

How were you able to determine that the ground was improperly placed?  

Visitor

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2 Messages

@NoNoBadPuppy​ Well, the cable box is on the other side of my house from the electrical meter, where it should tie in to that ground. As of now, it’s just an iron stake pounded into the earth. I highly doubt there’s a sufficient gauge run of cable from the cable box to the meter that ties in. 

Official Employee

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195 Messages

Hello user_z5b6rp Thanks for reaching out on Xfinity Forums. We would be happy to help get someone out there for the repairs needed. Please send us a direct message with your full name and the address, and we can get started. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" 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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Expert

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110.5K Messages

1 day ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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