Even though areas in Southwest Florida took some of the hardest impact from Hurricane Irma, we’ve now restored Xfinity services to more than 98 percent of our customers in the SW Florida area and nearly 99 percent of our customers throughout the entire state of Florida.
We know there are some customers that are still without service and we are focused on restoring these pocket outages. This means that customers may have power restored to their homes or apartments, but Xfinity services may still not be working.
The reasons for this can include:
- Lack of commercial power to our local network, nodes, or amplifiers that provide Comcast services to that neighborhood or local area
- Downed cables that connect buildings and individual homes to the network. Our teams have already repaired more than 40,000 downed drops that were damaged during the storm
- In some cases following a storm, power surges can damage personal computers, modems and routers or inside the home
It’s a complex and difficult restoration process. In some cases, as our technicians are working to restore service, new fiber cuts can be caused by additional lines coming down or debris removal crews inadvertently cutting our lines as they are working to clear large trees, etc.
Information for customers with damaged equipment and billing questions:
- Customers can call easily fill out a form online at xfinity.com/florida to request to have services suspended or request a credit. They can also call us at 1-800-COMCAST.
- We are working with customers on a case-by-case basis and will replace any impaired or lost XFINITY equipment at no additional charge.
- We will not charge for an in- home appointment with a technician during recovery efforts.
- During our recovery efforts we have suspended late payment fees and suspended collections activity.
- We have also waived early termination fees, unreturned equipment fees and reactivation fees.
We are doing everything possible to be able to restore services as quickly as we can for all impacted customers.