We’re working to help those whose service is affected by Hurricane Ida

Our hearts go out to those who have been affected by Hurricane Ida, including our customers and employees. We know this a difficult time, and we want to do everything we can to help. Our goal is to restore any services impacted for our customers as quickly as possible and as soon as it is safe for our employees to do so.

To report a downed cable line or request a credit, please fill out this form.


Below are some common FAQs and tips to help you make the most of your service during this time.

Service

My Xfinity service is down. What do I do?

First, check My Account or the Xfinity My Account app for known outages in your area.

If you see an outage is already listed, there’s no need to do anything – we already know about it and are working to restore service as soon as possible.

Please note that once your service is restored, you may experience additional temporary interruptions while our technicians are working.

How long will it take for my Xfinity services to be restored if they were down due to a power outage?

Power must first be restored to both your home and to the local Xfinity network serving your neighborhood before our technicians can begin work to restore your Xfinity services.

Following that, we’ll work as quickly as we can to safely get your services back up and running.

Get updates for your area and information about your Xfinity service by visiting My Account or the Xfinity My Account app.

The power is back on. Why aren’t my Xfinity services restored?

If power has been restored to your home and to the local Xfinity network serving your neighborhood, but your services still aren’t working, you may need to reboot your equipment. Here’s how:

  • To reboot digitally, use My Account or the Xfinity My Account app.
  • To reboot manually:
    1. Unplug your equipment from its power source
    2. Wait 5 seconds
    3. Plug your equipment back into the power source

What should I do if there’s a downed cable line in my neighborhood?

If you come across a downed line, do not touch or go near it. You can report an issue online if you are concerned about wires in your area.

I had to evacuate. Can I still access my Xfinity services?

Yes. You can access Xfinity Internet with our Xfinity WiFi Hotspots. Here’s how:

  • Visit xfinity.com/wifi/#find-a-hotspot for a map of indoor and outdoor Xfinity WiFi Hotspots.
  • Once at a hotspot, select xfinitywifi from the list of available networks, and then launch a browser.
  • Xfinity Internet customers can sign in using their Xfinity ID to be automatically connected at Xfinity WiFi Hotspots.
  • Non-Xfinity Internet customers can connect by clicking the Accept and Connect button. Non-Xfinity customers will be able to renew their complimentary sessions every twelve hours.

You can also access your other services and manage your account with the following apps when away from your home.

  • Xfinity My Account: Manage your account, check for outages, report service interruptions, and troubleshoot your equipment.
  • Xfinity Stream: Watch live TV and On Demand content from your computer or mobile device; download shows and movies to watch offline in case you lose power.

If you anticipate being out of your home for an extended period of time, we can put you on a temporary seasonal plan during the recovery so you can continue to access your service.

As an Xfinity Mobile customer, how can I manage my account in preparation for a storm and after the storm?

  • Use as much data as you need, at full speed. We won’t reduce your speeds after you hit 20 GB. You'll still receive emails about nearing and reaching the usual 20 GB threshold, since these are automatically generated, but you can disregard them.
  • Turn your mobile device into a personal hotspot. Remember that you can use your mobile device as a personal hotspot to connect your other devices to the Internet. Data used as a mobile hotspot will count toward your data charges for the billing cycle. You can also turn on your phone’s power saving mode to help make your battery life last longer.
  • Track data usage. Remember that you can use the Xfinity Mobile app to track your data usage and manage your data option. If you’re using the By the Gig option but are using more data than usual, you may want to consider switching to the Unlimited Data option.

Equipment

How can I avoid damage to my equipment during a storm?

When the utility company turns the power back on after a storm outage, it can cause a potentially damaging initial surge. Protect your equipment against this surge by unplugging it during the outage and then reconnecting it once the power is restored.

How do I fix or replace rented Xfinity equipment that was damaged?

If your TV Box, Internet equipment, phone device, or any other rented Xfinity equipment was damaged, please call 1-800-Xfinity for assistance.

Billing

Will I be charged a late fee if I’m not able to pay my bill on time?

If you have experienced storm-related challenges with your bill, please call 1-800-Xfinity for assistance.

I usually have a paper bill delivered, but I’m not at home right now to get it. How can I get a copy?

You can always view your billing information online in My Account at: customer.xfinity.com/billing, and in the My Account app.

If you would like to discontinue your paper bill and receive an emailed paperless copy of your bill from now on, go to xfinity.com/paperless or use the My Account app to change your preferences. You’ll get an email notice each month when your bill is ready to view.

Xfinity Mobile account statements are paid automatically every month with the active card on file. Visit My Account on xfinity.com/mobile or use the Xfinity Mobile app at any time to update your card on file or to make a one-time payment. Call us at (888) 936-4968 if you have any questions.

I usually pay my bill in cash at my local Xfinity Store, but it’s closed right now. Is there any other way to pay in cash?

Xfinity customers can make a payment at CheckfreePay payment locations in Walmart & Kroger, or at Western Union Quick Collect payment locations at stores like Rite Aid, Walgreens, Dollar General, and many supermarkets. Visit Western Union to find the Quick Collect options most convenient for you.

Please be sure to bring your Xfinity account number when paying your bill in-person. Your 16-digit Xfinity account number can be found in My Account and on your billing statement.

My home was damaged. What should I do about the Xfinity services I receive there?

We’re so sorry to hear that your home suffered damage. You can suspend your services and request service credits by calling 1-800-Xfinity.

Community Support

Is Xfinity doing anything to help our community as it recovers?

Xfinity WiFi Hotspots in your area are open to help residents and emergency personnel stay connected. Access is available to anyone who needs it, including non-Xfinity customers. Visit xfinity.com/wifi for a map of indoor and outdoor Xfinity WiFi hotspots you can access.

  • Once at a hotspot, select xfinitywifi from the list of available networks, and then launch a browser.
  • Xfinity Internet and Comcast Business customers can sign in using their Xfinity ID to be automatically connected at Xfinity WiFi Hotspots.
  • Non-Xfinity Internet customers can connect by clicking the Accept and Connect button. Non-Xfinity customers will be able to renew their complimentary sessions every twelve hours.

Getting Help

I don’t see my question listed here. Where can I get additional help?

The Xfinity online help center offers Help & Support articles on common topics. You can also chat with the Xfinity Assistant 24/7 for answers and troubleshooting.

Comcast Business

I subscribe to Comcast Business and those services are also down. What do I do?

Access the Comcast Business Service Status Center to quickly view the connection status of your subscribed services. The Service Status Center detects the status of Business Internet, TV, Voice, Voice Mobility, and Business VoiceEdge Select™ services. The Service Status Center also offers tips and resources to stay connected in the event of a service interruption, including accessing Comcast Business My Account and downloading the Comcast Business App. If you have additional questions about how the storm has impacted your business, our please call (800) 391-3000. We’re here to help 24 hours a day, 7 days a week.

How long will it take for our Comcast Business services to be restored if they went down due to a power outage?

Power must first be restored to your business as well as to the local Comcast network serving your neighborhood before our technicians can begin work to restore your services.

Once the power has been restored to your business and our network, we’ll work as quickly as we can to safely get your services back up and running.

Get updates for your area and information about your service by visiting the Comcast Business Service Status Center.


These apps can help you stay connected during outages or service interruptions:

Xfinity My Account app

Get updates on outages, report service interruptions, and see when your service is expected to be restored.

Xfinity Stream app

Xfinity TV customers can download shows and movies beforehand to watch offline in case of a power outage.

Xfinity WiFi Hotspots app

Xfinity Internet customers can access millions of Xfinity WiFi hotspots available nationwide.

Xfinity Mobile app

Xfinity Mobile customers can easily change their data option at any time with the Xfinity Mobile app. You can also turn your Xfinity Mobile phone into a personal mobile hotspot if you need to connect a computer to the Internet and don't have WiFi.