Our hearts go out to those impacted by heavy rains and flooding in the Florida region due to Hurricane Irma. We know what a difficult time this is and we want to do everything we can to help.
Q: My home has received significant damage and is currently uninhabitable. Can I suspend my services or request a credit?
A: We are working with customers on a case-by-case basis. Click here to request to have your services suspended or request a credit.
If you are a Comcast Business customer, please call 1-800-391-3000.
Q: My home was damaged, including my TV box and/or the Internet modem I rent from XFINITY. What do I do?
A: We are sorry to hear that your home suffered severe damage, and we will replace the impaired or lost XFINITY equipment at no additional charge. Request to replace your equipment by filling out this form, and a team member will reach out to you.
In addition, we will not charge for an in-home appointment with a technician during recovery efforts.
Q: My payment was late, will I be charged a late fee?
A: We understand you may need some extra time to pay. During our recovery efforts, we have suspended late payment fees and suspended collections activity.
Q: Are there other fees that Comcast has suspended throughout the recovery efforts?
A: In addition to late fees, we have waived trouble call charges, early termination fees, unreturned equipment fees, reactivation fees and payment convenience fees.
Q: I have a downed cable line in my area. Can you send someone to fix it?
A: Please Click here to submit your issue to our storm recovery team and someone will get back to you as soon as possible.
If you are a Comcast Business customer, please call 1-800-391-3000.
Q: Have other questions?
A: Please Click here to submit your question and we’ll have someone reach out to you.
If you are a Comcast Business customer, please call 1-800-391-3000.
Q: I’ve had to evacuate. Is there any way I can access my XFINITY services?
A: Yes, XFINITY WiFi hotspots in the Florida region are open to help residents and emergency personnel stay connected. Access is available to anyone who needs it, including non-XFINITY customers, through September 15. To access local XFINITY WiFi hotspots:
- Visit xfinity.com/wifi for a map of XFINITY WiFi hotspots, which are located both indoors and outdoors.
- 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 username and password to be automatically connected at XFINITY WiFi hotspots in the future.
- Non-XFINITY Internet subscribers should visit the “Not an XFINITY Internet Customer” section of the sign-in page to get started.
- Non-customers will be able to renew their complimentary sessions every two hours through Friday, September 15.
In addition, you can use the following XFINITY apps:
- XFINITY TV customers in these areas can watch live news and weather reports including local networks WTVJ NBC-6 in Miami and WPTV Newschannel 5 Palm Beach and the Treasure Coast, giving you a way to keep in touch with local news and information. XFINITY On Demand content is also available.
- If you’re an X1 DVR customer, you can also stream or download your DVR recordings to your device and watch anywhere.
- The easy way to check for service outages, troubleshoot or refresh your equipment, and manage your XFINITY account anywhere, anytime.
- Comcast Business customers can visit business.comcast.com/myaccount or use the Comcast Business app.
- Contains WiFi security features to improve your safety and privacy while using certain XFINITY WiFi hotspots.
- The app automatically connects you to XFINITY WiFi hotspots when in range.
- XFINITY Voice Unlimited customers can stay connected on the go with the XFINITY Connect app.
- Check your Comcast.net email, send and receive text messages, make and receive voice calls and check your XFINITY voicemail all in one place.
- Answer your home phone calls and forward calls from your home phone to your smartphone.
- XFINITY Home customers can stay connected anytime, anywhere.
- Remotely arm and disarm your system.
- Set rules to get real-time text and email alerts when alarms are triggered and motion is detected.
- Customers with cameras installed have access to remote video monitoring.
Q: What should I do if my XFINITY service is down?
Comcast Business customers can visit business.comcast.com/myaccount or use the Comcast Business app.
Q: My XFINITY service is out. Can you please give me an estimate of when my service will be restored?
A: The most effective way for you to get outage updates for your area and information about your XFINITY service is to visit My Account, use the XFINITY My Account app, or check out the Status Center.
Comcast Business customers can visit business.comcast.com/myaccount or use the Comcast Business app.
If you are experiencing a loss of XFINITY services due to severe weather conditions, please be aware that this could be the result of a local power outage and/or damage to our network that serves your neighborhood. We will work as quickly and safely as possible to restore your service, but please be aware that we typically must wait for local power companies to first restore power to your neighborhood and for local authorities to allow our teams into the area to repair our network. It is possible that power could be restored to your home but the XFINITY network serving your neighborhood is still affected, preventing XFINITY services from working. Also, power must be restored at your home before XFINITY services can work properly.
Q: What if my power is out?
A: If you are experiencing a loss of XFINITY services due to severe weather conditions, please be aware that this could be the result of a local power outage and/or damage to our network that serves your neighborhood. We will work as quickly and safely as possible to restore your service, but please be aware that we typically must wait for local power companies to first restore power to your neighborhood and for local authorities to allow our teams into the area to repair our network. It is possible that local power could be restored to your home but the XFINITY network serving your neighborhood is still affected, preventing XFINITY services from working.
Q: I have power, but my XFINITY services are out. Why don’t I have XFINITY services?
A: If you are experiencing a loss of XFINITY services due to severe weather conditions, please be aware that this could be the result of a local power outage and/or damage to our network that serves your neighborhood. We will work as quickly and safely as possible to restore your service, but please be aware that we typically must wait for local power companies to first restore power to your neighborhood and for local authorities to allow our teams into the area to repair our network. It is possible that power could be restored to your home but the XFINITY network serving your neighborhood is still affected, preventing XFINITY services from working.
Please be assured that we are working to restore service as quickly and safely as possible. Get outage updates for your area and information about your XFINITY service by visiting My Account, using the XFINITY My Account app, or checking the Status Center
Comcast Business customers can visit business.comcast.com/myaccount or use the Comcast Business app.
Q: I have TV service but it goes in and out and the picture quality is not as good as usual.
A: Temporary fluctuations in your TV service may occur throughout the restoration period. You may experience brief losses of your TV services or degradation of picture quality while we are working to restore XFINITY services.
Q: My neighbor has TV, Internet and Voice services but I do not.
A: Even though your neighbor may have service, it’s possible that your home receives its XFINITY connection from another part of our network that has been affected by the severe weather. Crews will restore services as quickly as possible.
Check My Account, the XFINITY My Account app, or the Status Center to see if an outage has been reported for your address. If your services are out, but it’s not reported, please notify us of your outage within My Account or by calling 1-800-XFINITY (1-800-934-6489).
Comcast Business customers can visit business.comcast.com/myaccount or use the Comcast Business app.
