Below you will find links and information to help answer questions you may have regarding your Comcast services during and after a major storm.
To view your current service status, sign in to Customer Central. Your status is located in the upper right corner of the homepage. Sign In
Helpful Tips
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Before the Storm
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After the Storm
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Helpful Resources
- National Weather Service: www.nws.noaa.gov
- National Hurricane Center: www.nhc.noaa.gov
- American Red Cross: www.redcross.org
- US Department of Health and Human Services: www.hhs.gov
- FEMA: www.fema.gov
- The Weather Channel: www.bereadyweather.com
These organizations are not affiliated with Comcast in any way.
How Cable Works
While Comcast’s facilities are generally located on the same poles as electric companies, we each deliver services in a different way. Therefore, it is possible and quite likely that during hurricane recovery not all services will be restored at the same time.
How Comcast Brings Cable Services To Your Home
Super headends are connected by broadband to more local headends or distribution hubs, which bring cable services to communities your area
These distribution hubs are transition points, which deliver programming and high-speed Internet service directly to neighborhoods through nodes.
Nodes are very localized distribution points, directly connecting Comcast customers with video and high-speed Internet services.
Our super headends, local headends, and nodes are located within neighborhoods and are all on generator power until commercial power is restored to these locations. Commercial power must be restored to your home before your cable services are.
Please see When to Contact Us to know when you should call us to report service outages.
Please remember: Commercial power must be restored to your home to power your cable box and modem before your video, phone and internet services can begin working again. Only after power lines are repaired in your area can Comcast technicians obtain access to repair any network damage the storm might have caused.
Helpful Tips for XFINITY® Voice
Should a storm threaten your region, providing service to Xfinity Voice home phone service customers will be a top priority during our restoration process.
Xfinity Voice is built to withstand the effects of even the most severe storms, so even if a storm should interrupt Internet service, there is a good chance your home phone service will continue to work.
Here are some tips to keep in mind in advance of any potential storms:
Have a traditional hard-wired phone on standby. If power is interrupted, wireless phones will not work.
Make sure the back-up battery is installed in your Xfinity Voice modem. When commercial power fails, this internal battery can provide up to 8 hours of service. To ensure the battery lasts up to its full potential, make only necessary calls.
To confirm your modem has a back-up battery, flip it over and open the compartment to make sure the battery is installed. If you don’t have a back-up battery, call or visit your local Comcast, or call 1-800-COMCAST and we’ll send one to you right away. If you would like to purchase additional batteries, please visit www.yourbroadbandstore.com.
When To Contact Us
After a storm, our broadband network will alert us to the areas affected by a system outage. However, there are times when you will need to report service interruptions.
Please see the chart below for examples.
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Your Situation |
Do You Need To Contact Us? | |
| You do not have commercial power. |
NO - your home TV and High Speed Internet and Voice services depend on electrical power. | |
| You have commercial power and no one in your neighborhood has cable. |
NO - we are already aware of and working to repair network outages. | |
| You have power and no cable service but your neighbor has cable. |
YES - restoring the damage to your cable may require additional technical support. Contact Us | |
| The cable that connects directly to your home (the service drop) is down. |
YES - to restore your service the service drop must be repaired. Contact Us |
Frequently Asked Questions (FAQs)
Q: I have TV service but it goes in and out and the picture quality is not as good as usual.
A: Temporary fluctuations in your cable service may occur throughout the restoration period. You may experience brief losses of your cable services or degradation of picture quality as the power continues to be restored throughout the area.
Q: I do not currently have commercial power or TV, Internet or Voice services. Should I call to arrange for a service call?
A: If you DO NOT have commercial power restored you will not have cable services. You should not call for a service call until your commercial power has been restored.
Q: Why did I lose my TV, Internet and Voice services and still have power?
A: While Comcast’s facilities are generally located on the same poles as electric companies, the utilities are often fed from a different power source than the cable. There are different “distribution” points along the way. If one of these distribution points does not have commercial power, your cable will not work. See How Cable Works for more details.
Q: My neighbor has TV, Internet and Voice services but I do not.
A: If you have commercial power, please report the problem between 8am and 8pm. If you DO NOT have commercial power restored you will not have cable services.