Restoration efforts are nearly complete after strong storms and widespread power outages caused internet service interruptions

May 24, 2024 | 2 p.m.

THANK YOU

We want to thank the Houston community for the messages of appreciation shared for the more than 700 technicians who have worked around the clock since last Thursday to restore services. Our technicians won’t stop until every customer is restored. That’s our commitment to you.

RESTORATION PROGRESS

We have restored about 99% of all internet outages (296K customers restored so far). As of this update, about 4K customers are without internet. These customers remain our top priority. In certain instances, our crews can not repair downed telecommunication lines because storm debris is impacting the lines. 👇

As soon as the storm debris is removed by the responsible party, then our technicians can safely access the areas to begin making repairs.

SEE SOMETHING SAY SOMETHING

Please be safe and remember don’t touch or move any downed lines. If you would like to report a downed wire, please use Xfinity Assistant; log in, type “downed wire” and follow the prompts, starting with “I want to report a safety issue”. You can also call 1-800-Xfinity if you are experiencing service interruptions.

XFINITY WIFI HOTSPOTS

Xfinity WiFi hotspots will remain open and free to all residents in the greater Houston area through the end of the day on Tuesday, May 28, 2024. To find the nearest Xfinity WiFi hotspot click here, enter your zip code and zoom in to your street level to see the available WiFi hotspots.


May 23, 2024 | 4 p.m.

RESTORATION PROGRESS

We have restored about 97% of all internet outages (290K customers restored so far). About 10K customers are without internet. We’ve determined a majority don’t have internet because they are still without power in their homes. Power must be restored before customers can have their services working again.

For outage updates, text OUT to 266278 (COMCST).

SEE SOMETHING SAY SOMETHING

Please be safe and remember don’t touch or move any downed lines. If you would like to report a downed wire, please use Xfinity Assistant; log in, type “downed wire” and follow the prompts, starting with “I want to report a safety issue”.

XFINITY WIFI HOTSPOTS

Xfinity WiFi hotspots will remain open and free to all residents in the greater Houston area through the end of the day on Tuesday, May 28, 2024. To find the nearest Xfinity WiFi hotspot click here, enter your zip code and zoom in to your street level to see the available WiFi hotspots.

XFINITY STORES

All Xfinity stores are now open. To find an Xfinity store near you, click here.


May 22, 2024 | 2:30p.m

RESTORATION PROGRESS

We have restored about 90% of all internet outages (265K customers restored so far). About 33K customers are without internet. We’ve determined a majority don’t have internet because they are still without power in their homes. Energy must be restored before customers can have their services working again.

For outage updates, text OUT to 266278 (COMCST).

XFINITY STORES

One of our Xfinity stores is currently closed. Doors will reopen to the following location once power is restored:

  • West Lake Wallisville – 15375 Wallisville Rd.

May 21, 2024 | 4:45 p.m— Our local Xfinity crews continue to make significant progress restoring tens of thousands of customers back online. Since the storm, more than 240,000 Xfinity and Comcast consumers now have internet and video services again. The restoration work is ongoing. The burning question for some customers who still don’t have internet services restored is “What’s taking so long? Jerome Butler, Comcast Texas’ VP of Technical Operations and Network Maintenance, explains why restoring services is not always a swift and easy process, even for customers who have had their power restored. 


May 21, 2024 | 10:45 a.m

RESTORATION PROGRESS

Our crews continue to make progress restoring service. So far, we have restored service to approximately 225,000 Xfinity and Comcast Business customers. At our peak, around 300,000 of our customers were impacted by last week’s storm.

A large majority of the internet outages are attributed to power being down. Energy must be restored before customers can have their services working again.

For outage updates, text OUT to 266278 (COMCST).

XFINITY STORES

Currently, two of our Xfinity stores remain closed. Doors will reopen to the following stores once power is restored:

  • Northwest – 13752 Northwest Fwy
  • West Lake Wallisville – 15375 Wallisville Rd.

May 20, 2024 | 8:00 p.m — Comcast, Houston’s largest internet service provider (Xfinity and Comcast Business) is giving a behind the scenes look at the massive restoration efforts that have been underway following Thursday’s extreme storm.

It’s been an all-hands-on deck operation since the weather event. Hundreds of Xfinity and Comcast Business technicians start each day loading up on supplies to fix whatever they may encounter along their way. Xfinity technician Joshua Castleman made sure he had a new amplifier on hand as he investigated a service outage in northwest Houston Monday.

“We’re going to go to a neighborhood that was out entirely,” Castleman said. “It has since returned, and there’s a section of the neighborhood that’s out.”

After taking a closer look, Castleman diagnosed the issue– the amplifier was damaged, possibly from a surge or lightning strike. A quick swap, and services to the neighborhood were restored.

It’s this kind of work that’s happening across Houston. As power is restored, the company’s technicians can better see the trouble areas. Woven into the network, AI is being used to pinpoint outages and signal where technicians should go next.

The good news, Comcast’s critical equipment and tech hubs were not damaged by the storm. Some are without power but are running on generators, so internet service is available to customers.

“We’re doing everything we can to make sure our services are working,” Castleman said.

As for what’s next for Castleman and the other technicians? They will continue to make service calls and do what needs to be done to reconnect those who lost service. As power continues to be restored, there will be more areas to investigate and more work to do to help customers get connected again. 

Comcast has set up ComcastTexas.com/alerts to keep customers and others informed of restoration progress.


May 20, 2024 | 2:45 p.m.

RESTORATION PROGRESS

Internet service restoration remains a priority this week. At our peak, around 300,000 of our customers were impacted by last week’s storm. So far, we have restored service to more than 200,000 Xfinity and Comcast Business customers.

A large majority of the internet outages are attributed to power being down. Energy must be restored before customers can have their services working again. 

HAVE POWER BUT NO INTERNET SERVICE?

Some of our customers may not have internet service even if their power has been restored. This could happen for several reasons including no power to network equipment, damaged equipment and downed telecommunication lines. Our crews are working to make those repairs as quickly and safely as possible. Check out our Xfinity technician at work in northwest Houston Monday morning.

For outage updates, text OUT to 266278 (COMCST).

Customers can still enjoy watching their favorite shows using the Xfinity Stream App– downloadable for free where you get your apps. 

XFINITY STORES

To find an Xfinity store near you, click here.

Currently, three of our Xfinity stores remain closed. Doors will reopen to the following stores once power is restored:

  • Cypress – 15055 Fairfield Meadows Dr.
  • Northwest – 13752 Northwest Fwy
  • West Lake Wallisville – 15375 Wallisville Rd. 


May 19, 2024 | 12 p.m. As electric crews continued to restore power throughout southeast Texas overnight, Xfinity and Comcast Business services started to come back online.

At this time, there are approximately 180,000 Xfinity and Comcast Business customers who currently don’t have internet service.

XFINITY STORE CLOSURES

There are several Xfinity stores impacted by power outages.

  • Cypress – 15055 Fairfield Meadows Dr.
  • Northwest – 13752 Northwest Fwy (Closed)
  • West Lake Wallisville – 15375 Wallisville Rd. (Closed)

May 18, 2024 | 11:30 a.m. From our Comcast family to yours, we hope you continue to stay safe as restoration efforts proceed following Thursday’s severe storm.

Overnight progress has been made to restore internet service following Thursday’s severe storm. At this time, there are approximately 230,000 Xfinity and Comcast Business customers who currently don’t have internet service. If your power has been restored, but you don’t have internet service, it could be due to telecommunication lines being impacted in your area.

For outage updates, text OUT to 266278 (COMCST).

Customers can still enjoy watching their favorite shows using the Xfinity Stream App– downloadable for free where you get your apps.

COOLING CENTERS AND LIFT ZONES

There are several cooling and distribution centers for people to get out of the heat and get supplies after widespread power outages and damage from Thursday night’s severe storms. Several of the cooling centers are also designated Lift Zones– safe places where residents can get free and fast WiFi. The following cooling centers/Lift Zones are open this weekend to the public.

  • Tracy Gee Community Center – 3599 Westcenter Dr.
  • Dennis Johnston Park Big Stone Lodge and Community Center – 709 Riley Fuzzel Rd.
  • Metropolitan Multiservice Center – 1475 W Gray St.
  • Kingwood Community Center – 4102 Rustic Wood Dr.
  • Acres Homes Multiservice Center – 6719 W Montgomery Rd.
  • Fifth Ward Multi-Service Center – 4014 Market St.

XFINITY STORE DELAYS AND CLOSURES

There are several Xfinity stores impacted by power outages.

  • Voss – 2616 S. Voss Rd. (Delayed opening)
  • Katy – 517 South Mason (Delayed opening)
  • Northwest – 13752 Northwest Fwy (Closed)
  • Heights – 1901 Taylor Street (Closed)
  • West Lake Wallisville – 15375 Wallisville Rd. (Closed)

To find an Xfinity store near you, click here.


May 17, 2024 | 1 p.m. — Currently, there are about 300,000 Xfinity and Comcast Business customers without internet service. The Greater Houston area continues to experience widespread power outages following Thursday’s deadly storm.

  • Without power, customers won’t have internet service since modems require electricity.
  • Customers with power may still experience internet service outages due to downed telecommunication lines in the area. Our crews are working in the field to assess damage and safely make repairs.

Our Comcast team is in the field assessing damages to telecommunication lines and equipment. They are working to make repairs as quickly and safely as possible.

Please be safe and remember don’t touch or move any downed lines. If you would like to report a downed wire, please use Xfinity Assistant; log in, type “downed wire” and follow the prompts, starting with “I want to report a safety issue”.

WIFI HOTSPOTS

Comcast has opened up all operational Xfinity WiFi hotspots in the Houston area, free of charge, to all residents. The WiFi hotspots will remain open until Wednesday of next week. To find the nearest Xfinity WiFi hotspot click here, enter your zip code and zoom in to your street level to see the available WiFi hotspots.

XFINITY STORE CLOSURES

The following seven Xfinity stores are expected to be closed Friday due to power outages.

  • Cypress – 15055 Fairfield Meadows Dr.
  • Northwest – 13752 Northwest Fwy
  • Katy – 517 South Mason
  • Voss – 2616 S. Voss Rd.
  • Heights – 1901 Taylor Street
  • West Lake Wallisville – 15375 Wallisville Rd.
  • Copperfield – 8546 Highway 6 N.

To find an Xfinity store near you, click here.


May 17, 2024 | 9:30 a.m. — We hope you and your loved ones are staying safe following the recent severe weather that impacted our city. The Greater Houston area continues to experience widespread power outages resulting in temporary internet service interruptions. Please note the following:

  • Without power, customers won’t have internet service since modems require electricity.
  • Customers with power may still experience internet service outages due to downed telecommunication lines in the area. Our crews are working in the field to assess damage and safely make repairs.

WIFI HOTSPOTS

Comcast has opened up all operational Xfinity WiFi hotspots in the Houston area, free of charge, to all residents. To find the nearest Xfinity WiFi hotspot click here, enter your zip code and zoom in to your street level to see the available WiFi hotspots.

XFINITY STORE CLOSURES

At this time, seven Xfinity stores are impacted by power outages:

  • Cypress – 15055 Fairfield Meadows Dr.
  • Northwest – 13752 Northwest Fwy
  • Katy – 517 South Mason
  • Voss – 2616 S. Voss Rd.
  • Heights – 1901 Taylor Street
  • West Lake Wallisville – 15375 Wallisville Rd.
  • Copperfield – 8546 Highway 6 N.

Customers may experience delayed store openings as our team members are making every effort to get to work safely.


May 16, 2024 | 10 p.m. — Houston has sustained widespread storm damage including in the downtown area, according to Houston Mayor John Whitmire. Power outages have affected about a million people, according to local news reports. The mayor told news media it could take between 24-48 hours before power is fully restored to customers. This means internet services could also be down until power is restored.

Please be safe and remember don’t touch or move any downed lines. If you would like to report a downed wire, please use Xfinity Assistant; log in, type “downed wire” and follow the prompts, starting with “I want to report a safety issue”.


May 16, 2024 | 9 p.m.— Severe storms are moving across southeast Texas this evening, leaving behind major damage, widespread power outages and temporary internet service interruptions.

Our local Comcast team is monitoring the situation and will provide further updates on this webpage.