This video may help you understand why you still have power in your home, but no Xfinity services.
On late Wednesday, October 23, 2019, PG&E is planning a potential Public Safety Power Shutoff (PSPS) in 15 California counties. According to PG&E’s website: “To protect public safety, PG&E has turned off power due to gusty winds and dry conditions combined with a heightened fire risk. Once the weather subsides, and it is safe to do so, PG&E crews will begin patrolling power lines, repairing damaged equipment, and restoring customers.”
These frequently asked questions may be helpful during this event:
Q: I have power, but my Xfinity services are out. Why don’t I have Xfinity services?
While the power to your home may be on, parts of our network that provide your Xfinity service may be in areas where the commercial power is unavailable, thereby leading to a disruption of service. Once power is restored to those portions of the network, we will restore service ASAP when it is safe to do so.
To verify that this is the case, you can try unplugging your Xfinity equipment from its power source, waiting five seconds, and plugging your equipment back into the power source.
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. Comcast Business customers can visit business.comcast.com/myaccount.
Q: What should I do if my Xfinity service is down, but I’m not sure if it’s related to PSPS?
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.
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 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.
To see a timeline of when power has been shut off and when it’s anticipated to be restored, please visit PG&E’s website.