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user_i35etr
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Monday, August 10th, 2026 8:57 PM

Lightning fried modem

Hello, we just had a thunderstorm and after a lightning strike very close to my house, my modem will not power up despite trying different outlets and a different power cord. The lights will not come on.

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12 hours ago

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XfinitySeth

Official Employee

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1.5K Messages

6 days ago

Howdy user_i35etr! I'm sorry to hear about the storms in your area making a fuss, but I know it's that time of year for sure. Above all I hope your home and family are okay 👍 Whenever services are out due to a power outage in the area, our local teams are alerts right away to ensure we can get you back opnline as soon as possible.

Have you had a chance to check out the status of your services at xfinity.com/support/statusmap yet?

 

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user_0zu1ek

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6 Messages

3 days ago

We have had the same thing happen twice in the last two months. The modem was fried and we had to get a new one. Is there anything Xfinity can do to protect the cable coming into the house?

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XfinityAlyssaA

Official Employee

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2.9K Messages

Oh no @user_0zu1ek! I'm sorry to hear that your modem was fried. I can certainly understand your concerns regarding the cable coming into the home, and I'd be happy to help look into this further.

 

To better assist, can you tell us if you've noticed any loose cables, damaged wiring, or exposed underground cable lines on the property? Any additional details you can provide about what you're seeing will help us determine the best next steps.

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15 hours ago

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user_0zu1ek

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6 Messages

No, we have not seen any loose cables or exposed underground lines. The only thing we have observed is that the box on our house is very old and brittle. We had asked to have that updated previously, but the person showed up & left without doing anything. Someone is supposed to be coming today to replace it but has not come yet. I don't know if that person will observe anything that might be a problem.

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15 hours ago

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user_0zu1ek

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@XfinityAlyssaA​ Thank you for your reply. I guess I wouldn't have thought as much about it if it hadn't happened twice in less than 2 months. The first time was June 30 and the second time was August 14. 

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15 hours ago

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XfinityAlyssaA

Official Employee

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2.9K Messages

Thank you, @user_0zu1ek, for your response and for providing those additional details; we appreciate it.

 

I see that you mentioned someone was scheduled to come out today to replace the box on the side of your house. Would it be alright if we checked back in with you tomorrow to confirm whether that work was completed?

 

If the issue has not been resolved by then, we'll be happy to take a closer look at your account, review any updates, and help determine the best next steps. 

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

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15 hours ago

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user_0zu1ek

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@XfinityAlyssaA​ Thank you again. Yes, hopefully someone will show up yet today. That would be fine for you to follow up tomorrow. 

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15 hours ago

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