Frequently Asked Questions for Wildfire-Impacted Customers
LIVERMORE, CA – Oct. 13, 2017:
Q: I’ve had to evacuate. Is there any way I can access my XFINITY services?
A: Yes, XFINITY WiFi hotspots in the North Bay, East Bay, West Bay and select areas of Sacramento are open to help residents and emergency personnel stay connected. Access is available to anyone who needs it, including non-XFINITY customers, through October 31, 2017. To access local XFINITY WiFi hotspots:
- Click here for a map of XFINITY WiFi hotspots.
- Once at a hotspot, select “xfinitywifi” from the list of available networks, and then launch a browser.
- XFINITY Internet customers can sign in using their username and password to be automatically connected at XFINITY WiFi hotspots in the future.
- Non-XFINITY Internet subscribers should visit the “Not an XFINITY Internet Customer” section of the sign-in page to get started.
- Non-customers will be able to renew their complimentary sessions every two hours through Tuesday, October 31.
In addition, you can use the following XFINITY apps:
- XFINITY TV customers can watch live TV and XFINITY On Demand on any device in home and while out of the house.
- If you’re an X1 DVR customer, you can also stream or download your DVR recordings to your device and watch anywhere.
- The easy way to check for service outages, troubleshoot or refresh your equipment, and manage your XFINITY account anywhere, anytime.
- Comcast Business customers can visit com/myaccount.
- Contains WiFi security features to improve your safety and privacy while using certain XFINITY WiFi hotspots.
- The app automatically connects you to XFINITY WiFi hotspots when in range.
- XFINITY Voice Unlimited customers can stay connected on the go with the XFINITY Connect app.
- Check your Comcast.net email, send and receive text messages, make and receive voice calls and check your XFINITY voicemail all in one place.
- Answer your home phone calls and forward calls from your home phone to your smartphone.
- XFINITY Home customers can stay connected anytime, anywhere.
- Remotely arm and disarm your system.
- Set rules to get real-time text and email alerts when alarms are triggered and motion is detected.
- Customers with cameras installed have access to remote video monitoring.
Q: What should I do if my XFINITY service is down?
A: If your service is down, check My Account or the Status Center first to see if there’s a known outage in your area. If it shows an outage for your address, there is no need to call, as we’re monitoring our network and will work quickly to restore your service as soon as conditions are safe. You may notice some temporary service interruptions while our technicians work to get everything repaired
If you are experiencing a loss of XFINITY services due to severe weather conditions, please be aware that this could be the result of a local power outage and/or damage to our network that serves your neighborhood. We will work as quickly and safely as possible to restore your service, but please be aware that we typically must wait for local power companies to first restore power to your neighborhood and for local authorities to allow our teams into the area to repair our network. It is possible that power could be restored to your home but the XFINITY network serving your neighborhood is still affected, preventing XFINITY services from working. Also, power must be restored at your home before XFINITY services can work properly.
Comcast Business customers can visit business.comcast.com/myaccount.
Q: What if my power is out?
A: If you are experiencing a loss of XFINITY services due to severe weather conditions, please be aware that this could be the result of a local power outage and/or damage to our network that serves your neighborhood. We will work as quickly and safely as possible to restore your service, but please be aware that we typically must wait for local power companies to first restore power to your neighborhood and for local authorities to allow our teams into the area to repair our network. It is possible that local power could be restored to your home but the XFINITY network serving your neighborhood is still affected, preventing XFINITY services from working.
Q: I have power, but my XFINITY services are out. Why don’t I have XFINITY services?
A: If you are experiencing a loss of XFINITY services due to severe weather conditions, please be aware that this could be the result of a local power outage and/or damage to our network that serves your neighborhood. We will work as quickly and safely as possible to restore your service, but please be aware that we typically must wait for local power companies to first restore power to your neighborhood and for local authorities to allow our teams into the area to repair our network. It is possible that power could be restored to your home but the XFINITY network serving your neighborhood is still affected, preventing XFINITY services from working.
Please be assured that we are working to restore service as quickly and safely as possible. Get outage updates for your area and information about your XFINITY service by visiting My Account, using the XFINITY My Account app, or checking the Status Center.
Comcast Business customers can visit business.comcast.com/myaccount.
Q: The power has been restored in my home. How can I get my XFINITY services back up and running?
A: You can try unplugging your XFINITY equipment from its power source, waiting 5 seconds, and plugging your equipment back into the power source.
Or, you can also use XFINITY My Account or the My Account app to reboot your equipment.
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 TV service may occur throughout the restoration period. You may experience brief losses of your TV services or degradation of picture quality while we are working to restore XFINITY services.
Q: My neighbor has TV, Internet and Voice services but I do not.
A: Even though your neighbor may have service, it’s possible that your home receives its XFINITY connection from another part of our network that has been affected by the severe weather. Crews will restore services as quickly as possible.
Check My Account, the XFINITY My Account app, or the Status Center to see if an outage has been reported for your address. If your services are out, but it’s not reported, please notify us of your outage within My Account or by calling 1-800-XFINITY (1-800-934-6489).
Comcast Business customers can visit business.comcast.com/myaccount.
Tagged with: Customer Experience | Disaster