After the storms that ripped through Nashville on Sunday and Monday, the city suffered the largest amount of power outages on record. Comcast is working closely with local power companies to restore all service interruptions as quickly as possible.
At this time, the vast majority of Comcast’s service interruptions are due to commercial power outages. For most customers, services should return after power is restored, and access to damaged facilities and downed lines have been cleared.
However, even though power might have been restored to an individual’s home, there are instances where power has not yet been fully restored to the local Comcast distribution point that serves the neighborhood. Our teams are are working to activate generators to supply temporary power to those areas until power is restored.
We understand how critically important it is for our customers to be connected right now and we will continue to work around the clock until services are fully restored for every customer.
The most effective way for Xfinity customers to get outage updates is to log into xfinity.com/myaccount from any secure, Internet-enabled mobile device or computer, or to download the Xfinity My Account app. If a customer’s power has been restored and they are aware that their neighbors have service and they don’t, they should call 1-800-XFINITY. (See below for “I have power, but my Xfinity services are out. Why don’t I have Xfinity services?”)
Frequently Asked Questions:
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 our 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 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.
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 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 and power outages. Crews will restore services as quickly as possible. There is also the chance that there could be an issue on your premise. You should reach out to us on the xfinity.com/support page.
