Comcast Response Teams Working to Restore Service Affected by Winter Storm Heather

Our hearts go out to area residents impacted by the recent storms.

10:30 a.m. CST, Jan. 22, 2024: 

Restoration efforts are complete in most of the areas impacted by Winter Storm Heather. Thank you again for your patience as we worked to get all customers back online quickly and safely. Comcast crews are still monitoring the freezing rain and icy conditions in Little Rock, Ark. and are proceeding with caution.

All Xfinity retail locations are now operating under normal hours. Customers can find their local store here.

If customers are still needing support, visit Xfinity.com/MyAccount, connect with Comcast on Twitter at @XfinitySupport or call 1-800-XFINITY.

10:30 a.m. CST, Jan. 19, 2024: 

Over the past 24 hours, Comcast crews have made incredible progress, restoring service in most of the areas impacted by Winter Storm Heather. Our crews are back out today working through any remaining outages.   

Customers in Florence, Ala. may experience service interruptions due to fiber maintenance in the area. Our crews are working quickly to get customers back online, and we apologize for any inconvenience this may cause.   

Our Tupelo Xfinity retail store located at 4368 Mall Drive will open today at noon. Our Memphis Xfinity retail store located at 2847 Poplar Avenue will remain closed until further notice.  

Comcast is also actively monitoring Winter Storm Indigo which is expected to bring icy conditions to the region. 

11:00 a.m. CST, Jan. 18, 2024:

Overnight, Comcast crews made great progress toward getting customers back online. Progress is still slow in some areas due to hazardous road conditions, particularly in Memphis, Florence and Huntsville. But, Comcast has brought in several dozen travel technicians from other markets to help support restoration efforts and won’t stop until all customers are connected.

While most Xfinity retail locations are operating under normal hours today, the following stores are closed:

  • 4368 Mall Drive in Tupelo, Miss.
  • 2847 Poplar Avenue in Memphis, Tenn.
  • 7614 W Farmington Blvd. Suite 42 in Germantown, Tenn.
  • 8361 US-64, Bartlett, Tenn.
  • 320 The Bridge Street, Suite 112 in Huntsville, Ala.

The following store will have a delayed start of Noon local time:

  • 1115 Wedgewood Commons in Olive Branch, Miss.

4:30 p.m. CST, Jan. 17, 2024:

For the safety of our customers and employees, the following Xfinity retail locations are closing early at 5 p.m. local time today.

Tupelo, MS
Huntsville, AL
Memphis, TN
Fort Campbell, KY
Nashville, TN
Murfreesboro, TN
Cool Springs, TN
Flowood, MS
Olive Branch, MS
Hendersonville, TN
Nashville, TN – Bellevue
Saddle Creek – Germantown, TN
Northlake Village – Hermitage, TN
Regal Court – Shreveport, LA
Renaissance @ Colony Park, MS
Pecanland Commons – Monroe, LA
Antioch, TN
North Little Rock, AR
Knoxville, TN
Chattanooga, TN
Knoxville East – Knoxville, TN
Memphis Bartlett – Memphis, TN

1:30 p.m. CST, Jan. 17, 2024:

Comcast crews worked overnight and made great progress towards restoring services in many areas impacted by Winter Storm Heather. Residents in Nashville, Knoxville and Memphis may still experience delays in getting back online. Frozen equipment and technology are causing a delay in repair efforts, but crews from across the region are working 24/7 to get residents back online.  

More than 1,000 residents may still be experiencing power outages. As a temporary power source, more than 700 generators are on-hand and are being deployed and relocated as needed. We want to extend our sincerest thanks to local power and utility companies and their employees who have also worked 24/7 to restore service. Know that as soon as power is restored, many Xfinity services will become available. 

The Xfinity retail store in Tupleo will remain closed today, and the Huntsville store will open today at Noon. All other Xfinity retail stores are operating at normal hours. 

Thank you for your continued patience as our crews complete their work as safely and quickly as possible.

Technician Ricardo Rosa repairing a power supply in south Knoxville

5:00 p.m. CST, Jan. 16, 2024: 

Over the last few days, Winter Storm Heather has swept through the southeast including Alabama, Arkansas, Louisiana, Mississippi and Tennessee leaving more than 1,600 residents without power. We monitor the weather carefully and put our emergency plans into place even before the storm starts to make sure we are prepared to restore services to our customers as safely and as quickly as possible.  

Currently, a large portion of Comcast’s service interruptions are related to equipment failure due to frigid temperatures and commercial power outages. Crews have been deployed from all over the region to assist in restoration, but due to road closures and hazardous conditions, efforts have been delayed. Currently, the most impacted cities are Memphis, Tenn., Jackson, Miss., and Monroe, La. 

For many of our customers, services should return after power is restored, and for those without power, we have more than 700 generators on-hand ready to be deployed once network repairs have been made and it is safe to do so. 

For the safety of our customers and employees, Xfinity retail stores in Memphis, Tenn., Nashville, Tenn., Monroe, La., Shreveport, La., Jackson, Miss., and Tupelo, Miss. are closed until further notice. 

Restoration efforts may be delayed as temperatures continue to drop. We know the services we provide are important to you, and for those impacted by the storm, we ask for your continued patience as we work quickly and safely to get you connected.  

We will continue to update customers on our progress here and on X (formerly Twitter), @ComcastSouth and Facebook @Comcast. 

For the latest outage information for your home, please visit the Xfinity app or https://www.xfinity.com/support/status-map.  

Customer Tips 

If customers have electricity but Xfinity services have not yet come back on, Comcast recommends that customers restart or reset devices, including wireless gateways, modems, routers and cable boxes. Customers should always stay clear of downed power and cable lines in the interest of safety. For additional resources, more customer tips, and information on Storm-Ready WiFi, click here. 

The most effective way to get outage updates and information about Comcast services is to visit Xfinity.com/MyAccount or access the Xfinity My Account app from any secure, internet-enabled mobile device. Customers can also chat online with an agent or connect with Comcast on Twitter at @XfinitySupport. 

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