Comcast Assessing Equipment and Service Damage After Historic Storm

4:30 PM PT Update:

As of this evening, PG&E’s Outage Map shows parts of the North Bay experiencing significant power outages. Our technicians are currently waiting for power to be restored in the region to determine if repairs to our network are needed. Our network technicians can’t access these locations until PG&E has deemed them safe to do so. As commercial power continues to be restored, we are assessing the damages and becoming more aware of these issues and working diligently to resolve them.

Additionally, the city of Paradise is experiencing a Comcast service outage due to a large tree that has fallen and damaged our service lines. A few hours ago, our crews were granted access and are currently working quickly and safely to restore services for our customers.

We understand how these service impacts may be disruptive and we thank you for your continued patience. Please know that our Comcast teams are working around the clock to bring services back online as quickly and safely as possible.

12:00 PM PT

Last night’s record storm brought heavy rain, high winds, flash floods, avalanche warnings and extensive power outages to much of Northern California. 

Numerous communities are experiencing power outages and thousands were told to evacuate in the Santa Cruz, California region.  

Comcast services require commercial power to operate. Internet and video, as well as landline and even mobile phone services for homes and businesses, may stop functioning within hours after the commercial power is shut off. 

While some customers may have regained power, they have yet to have their Comcast services restored. The reasons for that situation are explained in this video.  

Comcast’s teams have been working diligently and in coordination with local agencies to ensure they can access, inspect, and repair any damage that may have occurred from this record-setting winter storm. However, in some locations, our technicians are currently waiting for power to be restored in the region to determine if repairs to our network are needed — while in other locations, roads remain closed, mainly due to fallen trees, preventing our crews from gaining access. 

The safety of our communities and employees is our utmost priority and Comcast takes special care during storms to ensure public safety. Once commercial power is restored, we will restore Comcast services that have been affected as quickly as possible in accordance with public safety and regulatory guidance. 

Here are a few things you can do to: 

• 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.  
• Follow us on Twitter — our handle is @ComcastCA and we post valuable updates regularly. 
• Check out the Be Prepared section on our blog as well as our Network Impact Map for additional information, safety precautions and resources. 

Comcast understands this disruption to services can have a significant impact on people’s lives and businesses. Please know that Comcast’s teams never stop working for you even if the power is off. From our family to yours, we hope you remain safe.