A bad cable installation destroyed my $2,000 TV and maybe almost killed me

July will mark my five-year anniversary of working at The Verge, and in that time I've never broken or lost anything loaned to our company for review purposes. But today I'm sitting here sick to my stomach about the non-functional Vizio 65-inch 4K TV sitting in my living room. It's the new P-Series, valued at $2,000 if you were to buy it in a store, and our review is coming very soon. Today I was at our Manhattan office covering Google I/O when one of my roommates texted me right in the middle of the keynote, saying that the TV wouldn't power on. We'd decided to switch to satellite over Cablevision / Optimum for awhile, and the problem crept up after the outgoing box had been unplugged from the TV.

It sounded familiar, and that scared me.

Back in March, I moved into a two-story Brooklyn apartment that my cousins had just purchased. We called Optimum to set up a brand new installation for cable and internet — like you do. They came and put in some serious work, leaving behind a fresh install with brand new wiring. Everything seemed completely normal: internet speeds weren't FiOS exactly, but they were good. And the cable reception was fine. But then one day a couple weeks later I needed to unhook the HDMI port running from the cable box to my aging 42-inch 720p Panasonic plasma television. Sparks flew, I got shocked, and the HDMI cord came out looking like this:

Once I got over the surprise of the harshest shock I'd felt in years, I noticed that both my TV and Cablevision's Samsung box were done for. They showed no signs of life, no matter how many times I unplugged them or switched power strips. It was like attempting CPR for technology. I think the only reason I was so determined was because of the sadness that came with tossing out my beloved plasma that I'd brought around with me for years. Eight years, by my count. And eventually I came to the conclusion — with the internet's help — that Cablevision's install was to blame; there was live voltage traveling through the coaxial cable, which then went through the cable box, up the HDMI cord, and fried my TV.

My old Panasonic plasma was the first casualty. Here it is just before I carted it off to recycling.

Seeing as it's 2016, I took the 2016 customer service approach and tore into the company on Twitter. You can click the below tweet to see the full exchange.

Eventually I went the proper route and arranged to have a technician come by and take another look. He redid some of the wiring and said that the coax connection was properly grounded for sure this time. We got charged something like a $60 service fee, which is terrible, but unsurprising from a cable company.

Fast forward to today.

As the satellite technicians tried to finish their own install, they did some troubleshooting to try and figure out why the TV had suddenly died. They noticed a few staples had made their way into part of the coaxial cable (the wiring was secured to the walls with a staple gun), which might've ruined the grounding and allowed electricity to start traveling through. Maybe, anyway. I'm not an electrician, to be very clear, so I can't pretend to know a lot about this kind of thing. I'm just a guy who doesn't want his apartment (where a newborn baby is living upstairs) to unexpectedly get lit up in flames because of a faulty cable setup. That looks like some serious voltage — enough to seriously injure someone or worse. It seems very bad that one poorly placed staple could lead to such dire consequences. Surely that kind of power shouldn't be flowing through this cable to begin with. Maybe there's something else at play, like a hellacious ground loop happening somewhere. I'll be looking into every possibility, including the house's wiring.

It's a plain old coaxial cable that's doing this, remember. Touch a metal surface, and get ready for the fireworks. Back when it was the HDMI cable, I felt a jolt when the sparks flew — and the technician working today also felt a shock. Now I don't want some hardworking Cablevision tech to get fired over this; every day, those same people are doing spot-on work and are equally as horrified when things go this wrong. It's just been a very direct and expensive lesson that you should always check. So many of us inherently trust the cable person to have done everything right without so much as a quick inspection. Maybe you wouldn't know what to look for without having your property blown up, but it can't hurt.

I'd hope maybe Cablevision will be prompt in fixing what's clearly a dangerous mess. Vizio's expensive HDR set was barely a month out of the box. So I'm sorry that your property got destroyed for no good reason, Vizio. Stuff breaks, but it sucks having it happen on my watch and when it's tied to my career. My spotless record is ruined. Two TVs are broken, and at present, I still risk being shocked to death by a coaxial cable. As for my old one, it was getting near time to replace. But that was solely because of its 720p resolution. It still looked great and worked reliably, so Optimum definitely sent it to a premature end. But more important than these gadgets are the people living under this roof who could've been zapped without so much as a warning.

Comments

Have you or The Verge contacted Cablevision about them replacing the cost of the new Vizio because that is definitely their bad.

Only in America can a company screw up and charge you $60 for the privilege of fixing it!

Why on earth he allowed them to charge him $60 to fix their screw up I will never understand. If my family is at risk of electrical shock because of you’re equipment you better fix it without any question.

He could have easily disputed that charge and it would have been taken off his bill. I’ve had those sorts of charges removed when they came to fix a problem with their equipment before, and these were incidents that didn’t lead to electric shock and destruction of property.

When it’s their fault, they really should not even charge in the first place. Why should the customer have to complain for them to do the right thing?

You’re absolutely right, but mistakes happen. They shouldn’t charge the customer in the first place when they come out to fix a problem caused by installers or equipment, but sometimes charges do happen. One possible scenario is a subcontractor does the work and bills the cable company (because the sub will get pair regardless). The company paid the sub and billed the cusomter by mistake.

Do you live in the U.S. and have cable? Any of our companies would have done the same. And maybe charged more than $60.

Yes and yes. Just because they charge it doesn’t mean you’re morally obligated to pay.

As a person living in the Netherlands I will say no: not only in America. Here when their shit breaks you are first charged 10 to 50 cents a minute for calling customer service and then you are charged for "labor".

Wow even in the U.S. they don’t charge for customer service. That’s a whole new low. Here they do everything to keep you from leaving, and charge you for anything else.

Unless you’re calling Apple 90 days or later after purchase.

shhhhh….don’t give the companies here (in the U.S.) more ideas for how to screw customers over.

You’re giving them too much credit. They charged $60 to not fix it.

Its not clear.Having a bad neutral or bad ground in the house can cause this issue.Unless you have a technician come check the drop. Another thing they have to check is the apt was inwall pre wired before the install.I seen things like this before where the electrical wires are the one causing the short.

If it is an electrical issue then it isn’t cablevisions fault.

NOOOOOOOO Not the PANASONIC PLASMA!!!!!

I dread the day my 720p 42" baby dies. Sorry for your loss.

#panasonicplasma4EVER

We have a 720p and a 1080p panasonic 42 in haha

my 65" pany plasma from 2010 is still rocking and rocking those awesome blacks… will be a sad day when I replace it.

My 2007 50" Pioneer Kuro plasma still looks amazing. 1080 would be nice (it’s only 720) but I’m not willing to give it up yet, I still haven’t seen an LCD that can match it. I would be very sad it if got fried.

Oooh, I remember those. Great great TVs. Beautiful timeless design too.

I’ll sell you my currently not being used Panasonic tc-p42u1 if you live in NYC. No joke.

How much?

If the staple did in fact destroy the ground shielding, you had a big hunk of floating metal (capacitor) sitting in your coax cable, just building up static charge and waiting to discharge when it found a path to ground (your cable box, TV, etc.) If the failure is catastrophic enough, it will just propagate right through one to the other. The staples shorting to the ground itself is no big deal unless they have a way to build up charge in the same manner.

That would require the ground wire to be completely disconnected on both sides though. Which is unlikely to happen unless the staple completely cut through the entire ground shielding on all sides in more than one place. That’s just a little too many coincidences to take place all at once.

I’ve come across coax shields carrying a charge right where it enters the home. That seems a more likely case here as well. Since grounding shield tend to be connected to the casing of connected devices it can indeed jump over to other connected devices through hdmi for example.

Either way, it’s on Cablevision to fix this. And the fact that they dared charging for the repair is insane.

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