Comcast Services & Public Safety Power Shutoff

Planning for Power Shutoffs: Here's What You Need to Know About Comcast Services

After another dry year in California, Comcast is preparing for fire season and the likelihood of continued Public Safety Power Shutoffs (PSPS) by electric utilities, such as PG&E.

When gusty winds and dry conditions heighten fire risk, electric utilities pre-emptively turn off the power to mitigate the risk that their facilities will cause a wildfire. At Comcast in California, we know these Public Safety Power Shutoffs can have a significant impact on everyone’s lives. Keeping our customers, employees and communities informed and safe during these hard-to-predict, challenging situations is our top priority.

Starting in October 2021, Comcast will begin implementing a multi-year plan in response to Public Safety Power Shutoffs and a decision adopted by California regulators.  Read more about this below.

What Will Happen

During a Public Safety Power Shutoff, Comcast customers may lose service in the following scenarios.

circle_1.jpg
circle_2.jpg

The commercial power is out at your home or location.

Comcast services require commercial power to operate. During a Public Safety Power Shutoff, 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.

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.

Even if your home has power, Comcast services can be disrupted. This happens because power shutoffs disrupt the overall power grid, and the location of the Comcast facilities that provide service to your home may be affected by the power shutoff even if your home is not.

Why do I have power but no Xfinity service?

Play Video

Be Prepared

Comcast’s services require commercial power to operate. 

As electric utilities implement a Public Safety Power Shutoff, Comcast services may be impacted. Here are a few ways you can be prepared, before and during a Public Safety Power Shutoff:

Update Your Contact Information

Log in to your account via the My Account app and make sure your contact information is up to date.

Sign Up to Receive Text Alerts

When you log onto your account, 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 App or Comcast Business App

In additional to logging onto your account from the web, you can also make updates to your account using our mobile apps on your smart phone.

Xfinity My Account               
Comcast Business My Account

 

Keeping Communities Connected

Comcast understands how disruptive Public Safety Power Shutoffs have been to communities over the years. Starting in October 2021, Comcast will begin implementing a multi-year plan in response to Public Safety Power Shutoffs and a decision adopted by California regulators.

During a Public Safety Power Shutoff that takes place after October 11, 2021, where safe and feasible, Comcast will deploy 72 hours of backup power in Tier 2 and Tier 3 High Fire Threat Districts for three key priorities:

  • – Critical locations such as hospitals, nursing homes, healthcare facilities, police, fire, emergency operations and other locations considered to be critical infrastructure.
  • – Facilities providing service to wireless networks.
  • – Network equipment in communities lacking sufficient wireless coverage.
  •  

Prioritizing these locations in 2021 will help communities get access to essential emergency services needed to stay safe, secure and connected during a Public Safety Power Shutoff or natural disaster.

In 2022, Comcast will continue to expand its ability to provide 72 hours of back-up power to additional locations in high fire threat areas.

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, if you have access to an internet connection, you can download video content, and that will allow you to watch that content offline if you lose power.

 

Access WiFi Hotspots

All Comcast customers can access millions of Xfinity WiFi hotspots available nationwide in any area that is not affected by a commercial power outage. Click here to find a public hotspot.

Follow @ComcastCA and @XfinitySupport on Twitter

These sources will provide you with up-to-date information on planned power outages and assistance with your account.