Preparation for Hurricane Sandy

Comcast is helping our customers prepare for Hurricane Sandy. Please visit this page for ongoing updates over the next few days.

Visit www.comcast.com from any mobile device and click on My Account to check to see if there is an outage in your area.

You can also use our text alerts to check for outages in your area. Go to www.comcast.com/alerts to learn more.

Helpful Tips

Before the Storm

  • Be prepared and have an emergency plan in place. If you don't have a plan, or don't know how to make one, click here to learn more.
  • Keep your Comcast account information and our contact phone numbers handy. See When to Contact Us for more information.
  • Stay informed by listening to radio and TV bulletins and by reading our newspaper and website updates.
  • Report any low-hanging cable lines before a storm.
 

After the Storm

  • Stay inside your home until your Emergency Center advises otherwise. Always remember to stay away from fallen wires.
  • Keep debris clear of cable pedestal.
  • Be careful to not cut cable lines as you trim trees and clear debris.
  • We will keep you informed of restoration progress via radio and newspaper bulletins first, and will continue updating you via TV and online updates as electricity is restored.


Helpful Resources

These organizations are not affiliated with Comcast in any way.


How Cable Works

Explanation of Cable SystemWhile 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


Ground Drop

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.


 


 

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.

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Due to severe weather warnings some Comcast Service Locations may be closed. Check for updated hours of operations for the Comcast Service Location nearest you.