Comcast and the Public Safety Power Shutoff
Comcast and the Public Safety Power Shutoff
The power may be off, but Comcast’s workforce never stops
In many parts of California, we anticipate planned power outages or Public Safety Power Shutoffs (PSPS) during fire season (June-November). When gusty winds and dry conditions, combined with a heightened fire risk, are forecasted, electricity providers pre-emptively turn off the power to protect the public. These PSPS events have a tremendous impact on our lives. At Comcast in California, we are working hard to do everything we can to support our customers, employees and communities during these hard-to-predict, challenging situations.
What Will Happen
Comcast services require commercial power to operate. During a Public Safety Power Shutoff event, Comcast services including internet and video, as well as landline and even mobile phone services for homes and businesses, may stop functioning within hours after the commercial power is shut off. Comcast understands this disruption to services may have a major impact on people’s lives and businesses.
Helping Our Customers
Keeping our services accessible and reliable is our mission and Comcast strives to maintain resilient and dependable communications networks during Public Safety Power Shutoff events and other emergency situations. Our technology and engineering teams will work tirelessly to support our network operations so that we can safely restore services as soon as commercial power is turned back on.
Supporting Our Communities
Comcast services require commercial power to operate. During a Public Safety Power Shutoff event, Comcast services including internet and video, as well as landline and even mobile phone services for homes and businesses, may stop functioning within hours after the commercial power is shut off. Comcast understands this disruption to services may have a major impact on people’s lives and businesses.
Protecting Our People
Keeping our services accessible and reliable is our mission and Comcast strives to maintain resilient and dependable communications networks during Public Safety Power Shutoff events and other emergency situations. Our technology and engineering teams will work tirelessly to support our network operations so that we can safely restore services as soon as commercial power is turned back on.
What You Can Expect During a PSPS Event
During a PSPS event, Comcast customers may lose service for two main reasons
The commercial power is out at their home or location.
Comcast services require commercial power to operate. During a Public Safety Power Shutoff event, Comcast services including internet and video, as well as landline and even mobile phone services for homes and businesses, may stop functioning within hours after the commercial power is shut off. Comcast understands this disruption to services may have a major impact on people’s lives and businesses.
The commercial power is not out at their home or location, but power is disrupted elsewhere in the network, thereby impacting Comcast’s ability to provide service.
Public Safety Power Shutoffs cause power failures that may disrupt Comcast services. While the commercial power to a particular home or location may remain on, the part of our network that provides that location’s service could be in an area where the commercial power is unavailable. That may lead to a disruption of service for that particular home or location even if it has commercial power. Once the power is restored to those portions of our network, we restore services as soon as possible, when it is safe to do so.
Why do I have power but no Xfinity service?
Be Prepared
Comcast’s services require commercial power to operate. As PG&E implements a PSPS, Comcast services may be impacted. Here are a few ways you can be prepared, before and during a PSPS event:
Sign Up to Receive Text Alerts
Log on to your account via xfinity.com/login or via Xfinity My Account app and make sure your contact information is up to date. Please provide us with your mobile number so we can send you text alerts before there is an outage and afterward when your services are restored.
Xfinity customer website link:
Xfinity My Account link: https://login.xfinity.com/login
CB customer website link:
- CB My Account link: https://business.comcast.com/myaccount
Download or Login to Xfinity My Account or Comcast Business My Account
- Get updates on outages, report service interruptions and see when your service is expected to be restored. Double check that we have the right mobile number so we can contact you quickly with updates.
Additional Resources for Xfinity Customers
With Xfinity Connect and our Voice2Go feature, Xfinity Voice customers can make and receive calls with their home phone number using your mobile phone.
Xfinity TV customers with internet access can stream live news, weather and sports, even while out of their homes.
your services will be dependent on Verizon Wireless Services.
And contact @ComcastCares on Twitter if you need assistance with your account.