Winter Storm Update

 

At this time it appears most issues are directly related to commercial power outages, and for the majority of people, their Comcast service should be restored as power comes back on to their homes. 

We will continue working closely with local and state officials, as well as with the power companies, to assess damage and restore service as quickly and safely as possible.

Prior to the storm, we conducted extensive preparations and also emailed customers in areas expected to be impacted to let them know they can visit www.comcast.com from any mobile device to check for outage updates and important information about their Comcast services, or can use our free text alert service to check for outages in their area by signing up at www.comcast.com/alerts.

To help residents and emergency personnel cope with the aftermath of the storm, Comcast opened its XFINITY WiFi hotspots to anybody who needs them – including non-Comcast subscribers. For a map of XFINITY WiFi hotspots please visit www.xfinity.com/wifi.

If a customer still does not have service after power has been restored in their area, they can call us at 1-800-COMCAST. 

We know our services are important to our customers, and appreciate their patience and understanding as we work to ensure service is safely restored for all.  



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.

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 below for more information on when to contact us.
  • 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.
 

Helpful Resources

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 the winter storm 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.

See below for more information 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:

Since cordless phones may not work during a power outage, we recommend having a traditional hard-wired phone on stand-by.

XFINITY Voice service uses the electrical power in your home and does not include a backup battery in your modem, unless you have elected to purchase and install one. In the event of an electrical power outage a backup battery can provide up to 8 hours of standby and 5 hours talk time. If you do not have a backup battery, one can be purchased separately so you can make emergency calls during an outage. When you purchase a backup battery, monitoring service is included, in addition to the following:

  • Ability to make and receive phones, including emergency 911 calls, during an outage
  • Compliance with security systems and other devices that work with your phone service
  • Notification when your battery needs to be replaced

For pricing and additional details on purchasing an XFINITY Voice Backup Battery, see www.xfinity.com/voicebattery or call 1-888-972-1261.

 

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.

Ground Drop


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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