My Extender Port Caused Burns on our wall

Woke up this morning to our Xfinity Extender Port XE2-SG blinking and very hot. Looking a bit more closely, there were burn marks forming on our wall next to where the insertion plugs would be located for cables. Needless to say I unplugged it from my wall. But this could have been really bad if allowed to be plugged in and burn the wall for much longer. Photo attached.

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BruceW

Gold Problem Solver

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27.6K Messages

10 days ago

@user_t47yte wrote: "... Xfinity Extender Port XE2-SG ... burn marks forming on our wall ..."

Sadly, reported in the Forums many times. The reports are usually quickly deleted by Comcast/Xfinity, but see https://forums.xfinity.com/conversations/customer-service/need-support-for-xfi-pod-replacment/6a5a2d46eb10f8656e2c6ca2 (don't Direct Message them until and unless invited to do so).

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user_t47yte

Visitor

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4 Messages

Thank you for the help! Scary stuff!

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10 days ago

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XfinityMarshante

Official Employee

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1.3K Messages

8 days ago

Hello @user_t47yte, thank you for taking the time to leave a post. Sorry to hear about this experience. Finding burn marks on your wall and discovering that the extender was extremely hot must have been very alarming, and I can certainly understand your concern about the potential safety risk. You absolutely did the right thing by unplugging the extender immediately. Customer safety is our top priority, and we take reports like this very seriously. How long have you had the extender? Also, have you noticed any previous issues with the device, such as excessive heat, unusual blinking patterns, or connectivity problems before this occurred?

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user_t47yte

Visitor

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4 Messages

Thank you for the response! This all came on very quickly, literally overnight! The extender was very hot with the heat coming out of the side ports and it was blinking and non-functional. We have had it approximately two years and it is a necessity to allow us to do our jobs. If there is a way to get an improved replacement, I would happily send this one in for someone to take a look at.

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8 days ago

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XfinityMarshante

Official Employee

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1.3K Messages

@user_t47yte, I appreciate you providing that information. The warranty on the extender is one year, and since you've had the device for approximately two years, it would be outside the standard warranty period. That said, given the issue you've described, we'd still like to explore what options may be available. So that we can securely access and authenticate your account. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. We'd be more than happy to look into this for you. You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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8 days ago

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user_t47yte

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4 Messages

Thank you. I have sent multiple direct messages and am now just awaiting a reply.

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8 days ago

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My Extender Port Caused Burns on our wall

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