We are committed to restoring services to our customers as quickly and safely as possible. Once power has returned, our crews will be given the approval to repair damaged lines and restore our network. We understand how service outages are frustrating and an inconvenience, but rest assured that our teams will continue to work relentlessly until all our customers are connected.
We have taken important steps to ensure we are managing the severe weather, while keeping the safety of our employees and customers a top priority. This includes increasing staffing, strategically placing employees in key locations, preparing back-up generators and other supplies, and coordinating closely with power companies and local and state emergency workers.
There are also a few simple, easy things customers can do now to stay connected, including downloading Comcast’s free mobile apps:
- Xfinity — Get updates on outages and report service interruptions.
- Xfinity Stream — View live TV, get weather updates, and download shows and movies beforehand to watch offline in case you lose power.
- Xfinity WiFi Hotspots — Xfinity Internet customers can access millions of Xfinity WiFi hotspots available nationwide.
Here are a few additional helpful tips and safety precautions before and during severe weather:
- Customers should plug TV’s, modems, and cable boxes into a surge protector to protect them from damage in case of lightning or a sudden power outage.
- Emergency management procedures dictate that electricity must be restored first and Comcast must receive clearance that it is safe for our crews to begin any restoration work. Should customers experience a loss of service due to a power outage, local power must first be restored before Xfinity video, phone or internet services can begin working again.
- If customers have electricity but not Xfinity services, Comcast recommends restarting or resetting devices, including wireless gateways, modems, routers, and cable boxes.
- In some cases, customers may have power back but not their Xfinity services because commercial power has not been restored to our network in that area.
- Customers should always stay clear of downed power and cable lines in the interest of safety.
- Keep cell phones dry and charged.
- Make sure all emergency contact numbers and emails are saved on mobile phones.
- Forward a home phone number to a mobile phone number so that customers can receive emergency calls even if they are not home.
- During the storm, text instead of calling—texts require fewer network resources.
Comcast is committed to helping customers stay connected to what’s most important to them. We will continue to provide timely outage updates on our Twitter at @ComcastKY.
For more information, customers can chat online with an agent, visit Xfinity.com/response or connect with Comcast on Twitter at @xfinitysupport.
