Comcast’s Support to the Community During Massive Wildfires

1 month ago

During the multiple California wildfires, Comcast has the following support in place for its customers:

In this crisis, Comcast considers it our mission and our imperative to treat customers with the utmost empathy, respect and compassion.
During this crisis, Comcast will NOT charge fees for early termination, late fees, relocation fees or any other fees related to damaged or lost equipment.
We have initiated special protocols for our customer service agents so they are informed and prepared to service our customers during this difficult time.
We will work with our customers to resolve any issues they may be having as quickly and efficiently as we possibly can.
If a customer wants to suspend Xfinity services for an extended period of time, but would like to retain use of mobile apps such as Stream TV, Connect, My Account, Xfinity Home, and more, we’ll enable them to do so and will significantly reduce their bills during this time. Customers can text APP to 266278 (COMCST) to download any of these apps.
A list of Frequently Asked Questions for customers can be found here.
In an effort to keep families impacted and emergency personnel connected, Comcast has opened its Xfinity WiFi hotspots for customers and non-customers as well. For a map of Xfinity WiFi hotspots please visit: xfinity.com/wifi.
In addition, Comcast is providing internet service to three Cal Fire facilities and two evacuation centers.

Preparing for PSPS Events

Many of us are looking forward to a return to some form of normalcy as we work to rebuild and recover from the public health crisis. Californians are clever, resilient and optimistic people and we will find joy in every season no matter what happens.

While this year will probably feel very different, one thing that will, unfortunately, remain consistent is the threat of wildfires. June 1 was the official start of fire season and at Comcast we are working tirelessly to ensure we continue to serve our customers.

Concurrent with fire season, in many parts of California, we anticipate planned power outages – called Public Safety Power Shutoffs (PSPS) – during this time, which runs from June through November. When gusty winds and dry conditions are forecasted, combined with a heightened fire risk, electricity providers pre-emptively turn off the power to protect the public.

Comcast’s Internet, TV and landline telephone services for homes and businesses require commercial power to operate. During a PSPS event, these Comcast services may stop functioning within hours after the commercial power is shut off. Mobile phone service may also be affected by a PSPS event.

Comcast understands this disruption to services is frustrating and has a major impact on people’s lives and businesses. The safety of our communities and employees is our utmost priority and Comcast takes care during PSPS events to ensure public safety.

Comcast also takes care during PSPS events to ensure we’re keeping our customers informed. We’ve sent a letter and an email to our customers with important information about how to keep informed during wildfire season.

You may also see public service announcements on your local news channel reminding you how these power outages may affect your services.

Here are a few things you can do now to be prepared:

Confirm your contact information at xfinity.com/myaccount—We will use this information to contact you if we expect a service disruption caused by a planned power outage. You can also use My Account to check if your service has been restored.
Comcast Business customers can check their My Account app or the Comcast Business Status Center to get information and valuable updates.
Download your favorite shows and movies for offline viewing—With the Xfinity Stream app, you can watch shows and movies offline in case you lose power.
Download the Xfinity Connect App to receive Xfinity Voice calls via your mobile phone—Xfinity Voice customers can make and receive calls with their Xfinity phone number using their mobile phone.
Visit the Comcast California Blog where we will post information, updates and answers to commonly asked questions. On the blog, we’ve launched a special PSPS web page where you can get additional information.
Follow us on Twitter — our handle is @ComcastCA and we regularly post valuable updates.

Even if power is off, Comcast’s team never stops working for you. From our family to yours, we hope you remain safe.