Comcast and the Public Safety Power Shutoff
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The power may be off, but Comcast’s workforce never stops
In many parts of California, we anticipate planned power outages or Public Safety Power Shutoffs (PSPS) during fire season (June-November). When gusty winds and dry conditions, combined with a heightened fire risk, are forecasted, electricity providers pre-emptively turn off the power to protect the public. These PSPS events have a tremendous impact on our lives. At Comcast in California, we are working hard to do everything we can to support our customers, employees and communities during these hard-to-predict, challenging situations.
What Will Happen
Comcast services require commercial power to operate. During a Public Safety Power Shutoff event, Comcast services including 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. Comcast understands this disruption to services may have a major impact on people’s lives and businesses.
Helping Our Customers
Keeping our services accessible and reliable is our mission and Comcast strives to maintain resilient and dependable communications networks during Public Safety Power Shutoff events and other emergency situations. Our technology and engineering teams will work tirelessly to support our network operations so that we can safely restore services as soon as commercial power is turned back on.
Supporting Our Communities
Comcast has deep ties to the communities impacted by the Public Safety Power Shutoff. This is where we live and work — it’s where our families and friends are and where our kids go to school. Like the rest of the area’s residents, Comcast employees are impacted during a PSPS. Throughout each PSPS event, we have done and will continue to do everything we can to support our California communities.
Protecting Our People
From our Comcast engineers and technicians who work to maintain vital connectivity, to our care agents who provide much needed customer support, to our colleagues at NBC and Telemundo who keep viewers informed on the latest PSPS developments, their hard work and dedication is always inspiring. While our employees continue to support our customers, we will continue to do everything we can to support our employees and keep them safe.
What You Can Expect During a PSPS Event
During a PSPS event, Comcast customers may lose service for two main reasons
The commercial power is out at your home or location.
Comcast services require commercial power to operate. During a Public Safety Power Shutoff event, Comcast services including 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. Comcast understands this disruption to services may have a major impact on people’s lives and businesses.
The commercial power is not out at your home or location, but power is disrupted elsewhere in the network, thereby impacting Comcast’s ability to provide service.
Public Safety Power Shutoffs cause power failures that may disrupt Comcast services. While the commercial power to a particular home or location may remain on, the part of our network that provides that location’s service could be in an area where the commercial power is unavailable. That may lead to a disruption of service for that particular home or location even if it has commercial power. Once the power is restored to those portions of our network, we restore services as soon as possible, when it is safe to do so.
Why do I have power but no Xfinity service?
Be Prepared
Comcast’s services require commercial power to operate. As PG&E implements a PSPS, Comcast services may be impacted. Here are a few ways you can be prepared, before and during a PSPS event:
Sign Up to Receive Text Alerts
Log on to your account at xfinity.com/myaccount or via the My Account app and make sure your contact information is up to date. Please provide us with your mobile number so we can send you text alerts before there is an outage and afterward when your services are restored.
Download or Login to Xfinity My Account or Comcast Business My Account
- Get updates on outages, report service interruptions and see when your service is expected to be restored. Double check that we have the right mobile number so we can contact you quickly with updates.
Additional Resources for Xfinity Customers
Download
the Xfinity
App
Get updates on outages, report service interruptions, and see when your service is expected to be restored.
With the Xfinity Stream app, you can watch TV offline in case you lose power.
Xfinity WiFi Hotspots
Xfinity Internet customers can access millions of Xfinity WiFi hotspots available nationwide.
Follow @ComcastCA
and @ComcastCares on Twitter
These sources will provide you with up-to-date information on planned power outages and assistance with your account.
Comcast Business
If you are a Comcast Business customer, please click here to learn more about how a PSPS may impact your services and how Comcast can help.
Comcast Business
If you are a Comcast Business customer, please click here to learn more about how a PSPS may impact your services and how Comcast can help.