Xfinity and Comcast Business customers in Arnold, Cascade Shores, Grass Valley, Sonora, Placerville, Nevada City, and Twain Harte may be experiencing winter weather-related service interruptions – most of which are a result of the loss of commercial power to homes and businesses.
The UC Berkeley Central Sierra Snow Lab said a total of 214 inches – or nearly 18 feet – of snow fell in the Sierras, making it the snowiest December on record. On Dec. 30, Governor Gavin Newsom proclaimed a state of emergency in several counties across the state to support the ongoing response to these storms. More wet and snowy conditions are forecast for this week.
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, preventing our crews from gaining access.
Some customers may have regained power, but do not yet have Comcast services restored. The reasons for that are explained in this video.
A more typical scenario is that both the power line and Comcast lines may have been damaged due to heavy winds or some other aspect of the storm. In this situation, safety regulations require power crews to complete their work first, before our technicians can begin working to restore Comcast services. In this case, commercial power may be restored potentially hours prior to Comcast services being restored. Once commercial power is restored, our technicians will assess the situation and work diligently and safely to restore services as quickly as possible.
If you are an Xfinity customer and your services are out, please visit these commonly asked questions and tips to help you make the most of your service during a weather-related event, including the Xfinity Stream App that allows users to download your shows and movies to watch offline, watch live TV and get weather updates.
Xfinity and Comcast Business customers experiencing a service interruption can sign up for an outage resolution notification in their My Account App to receive a text message when service is restored. These apps are helpful sources of information for all customers.
Check out the Be Prepared section on our blog as well as our Network Impact Map for additional information, safety precautions and resources.
