Hurricane Harvey FAQ
Q: I’ve had to evacuate. Is there any way I can access my XFINITY services?
A: Yes, XFINITY WiFi hotspots in the Houston 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 30. 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 30.
In addition, XFINITY TV customers can use Stream TV or the XFINITY Stream app to watch live news, TV and sports, plus On Demand.
If you haven’t set up your XFINITY username and password, and want to use Stream services, there is a button on the log-in page for Houston-area customers. You will need your social security number and phone number to authenticate your account.
Q: I am currently evacuated from my home. Are you giving customers credits?
A: We are working with customers on a case-by-case basis. Click here to request a credit.
In addition, we are offering our customers access to their services at a reduced rate for up to four months. If you need to suspend your services for an extended period of time, and would like to continue to use mobile apps like the XFINITY Stream app, XFINITY Connect app, XFINITY WiFi Hotspots app, XFINITY My Account app, XFINITY Home app and more, you can do so by filling out this form to get started.
| Stream TV | · Watch live TV and XFINITY On Demand on any device at home or on the go. · If you’re an X1 Cloud DVR customer, you can also stream or download your Cloud DVR recordings to your device and watch anywhere. Customer must have XFINITY TV service to access On Demand. |
| My Account | · The hassle-free way to manage your XFINITY account anywhere, anytime. · It’s easy & fast to access and personalize your WiFi name & password, check for service outages, troubleshoot or refresh your equipment, view & pay your bill, find out your tech’s arrival time, view your channel lineup & update your account whenever & wherever you want. |
| WiFi Hotspots | · Contains WiFi security features to improve your safety and privacy while using certain XFINITY WiFi hotspots around town. · The app automatically connects you to XFINITY WiFi hotspots when in range. |
| Connect | · Stay connected on the go with the XFINITY Connect. · Check your Comcast.net email, send & receive text messages, make & 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 iPhone. |
| XFINITY Home | · Stay connected to your home anytime, anywhere. · Remotely arm and disarm your system. · Get real-time text and email alerts when alarms are triggered and motion is detected.* · Remote video monitoring.**Purchase of additional hardware may be required. |
Q: What should I do if my XFINITY service is down?
A: If your service is down, check My Account first to see if there’s a known outage in your area. If it shows an outage for your address, there is no need to call, as we’re already working to restore your service. As we work to get everything repaired, you may notice some temporary service interruptions while technicians work to get all the connections restored.
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 or use the XFINITY My Account app.
Comcast Business customers can visit business.comcast.com/myaccount.
If you are experiencing a loss of service due to a power outage, please be aware that local power must first be restored to your home before your TV, Internet and Voice services can begin working again. Follow us on Twitter for updates. Even though you may have power in your home, in order for Comcast services to function properly, commercial power must be restored to the XFINITY network that serves your area.
Q: What if my power is out?
A: If the power is out, your local utility provider will need to restore power before your XFINITY services can be restored. On occasion, your power may start working before your XFINITY services. In those situations, we ask for your patience – our teams work hard to get our services back up and running so you can be connected again.
There’s no need to call to schedule an appointment until your local power has been restored.
Q: I have power, but my XFINITY services are out. Can you please give me an estimate of when my service will be restored?
A: Even though you may have power in your home, in order for XFINITY services to function properly, commercial power must be restored to the XFINITY network that serves your area.
We have many crews working on several outages across the area. While we cannot give you an estimated time when your service will be back on, 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 or using the My Account app.
Comcast Business customers can visit business.comcast.com/myaccount.
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 as the power continues to be restored throughout the area.
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 source. Crews will restore services as quickly as possible.
Q: Without normal mail service and access to the Internet, I haven’t been able to pay my bill. Can you help me?
A: We understand what a difficult time this is and we want to do as much as we can to help our customers. Until conditions improve, we will not charge late fees or disconnect customers who unable to pay their bill. If you need to disconnect services due to damage caused by the storm, you will not be required to pay Early Termination Fees, where applicable. You may submit any questions by clicking here.
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: What is Comcast doing to help recovery efforts?
A: To help support those impacted by the disaster, Comcast NBCUniversal is committed to providing well over a million dollars to support Houston-area relief efforts. This includes $500,000 in cash that will be shared between Houston Mayor Turner’s Hurricane Harvey Relief Fund and the American Red Cross. Additionally, the company will donate advertising time on our cable systems to these organizations to run public service announcements to help educate concerned citizens about how they can assist with flood relief efforts. Our NBC and Telemundo stations also are implementing local phone banks and telethons to raise awareness of ways communities can help with the crisis in Houston.
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