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Lightning damage claim request

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Regular Visitor

Lightning damage claim request

We are an Xfinity internet customer.  A few weeks ago we experienced a bad lightning strike at our home.  Everything connected directly or indirectly to the coaxial cable that provides our internet feed was damaged.  We lost the cable modem, the wireless router connected to the modem, and the TV that was hardwired to the router via an Ethernet cable.  It cost me about $500 to replace everything.  There was also damage to the coaxial cable requiring a new line be provided from the street hub to our home (waiting for it to be buried).  The Xfinity technician who performed the service call noted that the cable line was not properly grounded and that he corrected this problem.  Nothing solely involving electricity in our home was damaged due to having a whole house surge protector.  Only those electronic components noted above connected to the internet cable were damaged.   It seems that if the coaxial line had been properly grounded that all these items may not have been ruined.   I've seen others on this forum with the same situation and seeking a similar resolution.  As a long time customer I am asking if Xfinity would accept responsibility for the damage.  I appreciate your consideration in this matter.

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Expert

Re: Lightning damage claim request

@jmcleer 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Lightning damage claim request

Hi, jmcleer. So sorry this happened to you! I am glad everything else is OK. I can partner with you on this to open up a damage claim investigation to see what can be done. To get started, please send me a PM with your first and last name.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 

We will go from there. Thanks! 🙂


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!