11/26: 3 pm Update — Our dedicated team of technicians has safely accessed most of the remaining impacted areas. Approximately one percent of our network that was impacted by power outages in Western Washington remains offline, and we estimate complete restoration of Xfinity and Comcast Business services by the end of the day tomorrow, 11/27.
To help keep our communities connected until service is restored, Comcast’s network of more than 66,000 public Xfinity WiFi hotspots in the impacted areas of Western Washington will remain open to the public and accessible for anyone to use, including non-Xfinity customers. For a map of public Xfinity WiFi hotspots, indoors and outdoors, in shopping districts, parks, and businesses, visit the Xfinity WiFi Hotspot Map.
Thank you for your continued patience as we recover from recent severe weather.
11/25: 11 am Update – We’re making significant progress, with 97% of our network that was impacted by power outages in Western Washington now restored. However, we understand that our customers in some communities are still feeling the impact of power loss and storm damage, including but not limited to parts of Issaquah, Maple Valley, and North Bend, which are still experiencing service disruptions.
We want to assure you that we are prioritizing these areas. Our technical teams are closely monitoring power restoration and are ready to act as soon as we receive safe access to damaged sites. We understand the urgency and will reconnect service as quickly as conditions allow.
In some situations, power may be restored at your home, but your Comcast Services are still not working. This is because we continue to repair additional damaged cable lines, and or the electricity that powers our network has yet to be restored. Please note that the location of a power outage impacting our network may be outside your immediate area.
If your power has been restored but you still do not have Comcast services, you may also want to try restarting or resetting your devices, including wireless gateways, modems, routers, and cable boxes. We understand the frustration and inconvenience this situation has caused, and we’re committed to resolving it as quickly as possible. We appreciate your patience and understanding.
11/24: 11am Update – Approximately 90% of Comcast Network Restored Following Last Week’s Power Outages.
We are pleased to report that significant progress has been made. Approximately 90% of our customers who experienced power outages and storm damage are now back online in Western Washington. More customers are reconnected every minute, giving hope for a complete restoration soon.
Less than 10% of our customers in the impacted areas are without internet and video service as we wait for the commercial electricity that powers our network to be restored or utility companies to clear the site of damage. Once this happens, we can begin our final remaining repairs—pending our technicians’ safe access to damaged sites and poles.
Our operations and network technicians work tirelessly around the clock to reconnect all our customers. We are committed to this task and won’t stop until every customer is back up and running.
11/23: 3pm Update – We continue to recover from the impact of recent severe weather and are pleased to report that more than 80 percent of Xfinity and, or Comcast Business customers in Western Washington who lost service are reconnected. Our Teams continue to work safely to get all customers back online, but power must be restored to both your home and the Xfinity network before services can be safely restored. If your power has been restored but you still do not have Comcast services, please restart or reset devices, including wireless gateways, modems, routers, and cable boxes. Thank you for your understanding and patience as we work through this. We will continue to provide updates as new information becomes available.
Pro Tip: Sign Up to Receive Text Alerts
Log on to your account at xfinity.com/myaccount or via the Xfinity app, and make sure your contact information is current. Please provide us with your mobile number so we can send you text alerts before an outage and afterward when services are restored.
Download or Log in to the Xfinity app or Comcast Business My Account. You can get updates on outages, report service interruptions, and see when your service is expected to be restored. Double-check that we have the correct mobile number to contact you quickly with updates.
11/22: 8:30 pm Update – Most customers who lost Xfinity and Comcast Business services in Western Washington are back online, with more being reconnected every minute. Our operations and network technicians are working tirelessly to reconnect everyone and won’t stop until every customer is back up and running. In the meantime, here are three helpful tips:
- Sign Up for Alerts: Power companies and internet service providers often offer outage maps and status notifications. For example, Xfinity customers can log into their account at Xfinity.com/myaccount or via the Xfinity app to sign up to receive text alerts to stay updated on when service will be restored. To receive text alerts from Xfinity about service outages, ensure your mobile number is registered in your Xfinity account. You can do this through the Xfinity mobile phone app.
- Public Hotspots: To help keep our communities connected until power is restored, Comcast’s network of more than 66,000 public Xfinity WiFi hotspots in the impacted areas in Western Washington are now available and accessible for anyone to use, including non-Xfinity customers. For a map of public Xfinity WiFi hotspots, which are located both indoors and outdoors in places such as shopping districts, parks, and businesses, visit the Xfinity WiFi Hotspot Map
- Set Up a Mobile Hotspot: Many smartphones can be set up as mobile hotspots, allowing you to use cellular data to connect devices like laptops. If you’re an Xfinity Mobile customer, you can turn your phone into a personal hotspot and use it to connect your other devices to the Internet. See how here. If you’re not an Xfinity Mobile customer, check with your provider to see if you have this capability.
We appreciate your patience in the restoration process and are committed to keeping you connected, no matter the weather. Stay safe, and as always, thank you for being an Xfinity or Comcast Business customer.
11/22: 3:30pm Update – Our dedicated team of technicians has safely accessed most of the impacted areas, and we’re happy to report that we’ve made great progress. Approximately 70 percent of those who lost Xfinity and/or Comcast Business services in Western Washington are now back online. As a reminder, you may have power back in some situations but not your Comcast Services because the electricity supply that powers our network has not been restored outside the immediate area.
Our technicians are waiting for utility crews to fix downed power lines in those areas. Hundreds of Comcast technicians and field personnel continue to work 24/7 to repair the remaining damages to our network and restore service. Repairs may take longer in specific locations because Comcast is not provided access to utility poles or is restricted from sites due to ongoing safety concerns.
Comcast is committed to helping our neighbors and communities in Western Washington reconnect to our network as soon as possible.
11/22: 12pm Update – As power returns to more Western Washington communities, we’re making progress in restoring services and deeply appreciate your patience. Our technicians have safely accessed damaged sites and restored services in parts of Bainbridge Island, Bellevue, Bellingham, Bonney Lake, Marysville, Puyallup, Roy, Seattle, Squamish, and Woodinville. We’re awaiting clearance from utility providers today for additional damaged sites in Arlington, Auburn, Bellevue, Bothell, Enumclaw, Everett, Kingston, Snohomish, Tacoma, and Woodinville and will begin repairs as soon as it’s safe.
Comcast is fully committed to restoring your service promptly once power is fully restored and our network infrastructure is secure. We’ll continue to keep you informed with updates here. We appreciate your understanding as we work diligently to reconnect homes and businesses.
11/22: 8am Update – With widespread power outages persisting across Western Washington, free Xfinity WiFi Hotspots will remain open to the public through Monday, 11/25.
To help keep our communities connected until power is restored, Comcast’s network of more than 66,000 public Xfinity WiFi hotspots in the impacted areas in Western Washington are now available and free for anyone to use, including non-Xfinity customers.
How to Get Connected
For a map of public Xfinity WiFi hotspots, which are located both indoors and outdoors in places such as shopping districts, parks, and businesses, visit the Xfinity WiFi Hotspot Map
When a hotspot is within range, select the “xfinitywifi” network on a device’s list of available networks and launch a browser. Sign-in options will appear for both Xfinity customers and non-customers.
- Xfinity Internet customers can sign in with their account credentials and they will be automatically connected to Xfinity WiFi hotspots in their range in the future. Alternatively, they can download the Xfinity WiFi Hotspots app and sign in with their account credentials.
- Non-Xfinity Internet subscribers need to look for the “Get Connected” section and agree to the Terms and Conditions to be connected. Non-customers will be able to renew their complimentary sessions every 2 hours.
**Please note that if a user does not see the “Accept and Connect” button, the hotspot he or she is trying to connect may be a private residential Xfinity customer’s home and is not open to the public.
There are also a few simple, easy things customers can do now to prepare and stay connected, even in bad weather. They can start by downloading Comcast’s free mobile apps:
- Xfinity My Account — Get updates on outages and report service interruptions.
- Xfinity Stream — View live TV, get weather updates, and download shows and movies beforehand to watch offline in case you lose power.
- Xfinity WiFi Hotspots — Xfinity Internet customers can access millions of Xfinity WiFi hotspots available nationwide.
11/21: 8pm Update – Xfinity and Comcast Business in Western Washington customers continue to experience internet service disruptions. Tuesday’s storm caused power outages that impacted local utility companies, which, in turn, is affecting our network. Here’s an update on the restoration process:
- As reported earlier, Comcast technicians have safely gained access to damaged sites and successfully restored services in parts of Bainbridge Island, Lake Stevens, and Seattle, as well as parts of Bellingham, Bonney Lake, Puyallup, Roy, Squamish, and Woodinville.
- Our crews are also actively working to reestablish network connectivity in parts of Arlington, Auburn, Bothell, Enumclaw, Everett, Kent, Kirkland, Lake Stevens, Marysville, Snohomish, Tacoma, and Woodinville.
Please remember that electricity must be fully operational for homes and businesses so that our network can deliver Xfinity and Comcast Business services. In some cases, power outages outside of your immediate area may be affecting our infrastructure and causing service disruption in your area, which could extend the service restoration timeline.
Pro Tip: When power returns, you may need to restart your devices, like modems and routers, to reconnect. For updates, visit this blog.
11/21: 4pm Update – With power outages continuing to impact hundreds of thousands of residents and businesses in Western Washington, we want to share a few helpful tips and safety precautions:
- Comcast may send text alerts to customers with information about service interruptions or tips for restoring their services. Customers can log in to the Xfinity App to ensure their mobile phone numbers are added.
- Customers should plug TVs, modems, and cable boxes into a surge protector to protect them from damage during lightning or a sudden power outage.
- Emergency management procedures dictate that electricity must be restored first, and Comcast must receive clearance to ensure that it is safe for our crews to begin any restoration work. Should customers experience a loss of service due to a power outage, local power must be restored before Xfinity video, phone, or internet services can begin working again.
- If customers have electricity but not Xfinity services, Comcast recommends restarting or resetting devices, including wireless gateways, modems, routers, and cable boxes.
- In some cases, customers may have power back but not their Xfinity services because commercial power has not been restored to our network in that area.
- Customers should always stay clear of downed power and cable lines in the interest of safety.
- Forward a home phone number to a mobile one so customers can receive emergency calls even if they are not home.
Tips for Comcast Business customers:
- Download the Comcast Business App and enable Be Anywhere to allow another device to make calls with a business’s Caller ID.
- Enable Call Forwarding so business calls can be received on mobile devices.
- Check that the battery backup works so Voice Services will still be available during a power outage.
- Make sure Connection Pro services are set up correctly. The automatic wireless backup feature will help devices stay up and running.
Comcast is committed to helping our customers stay connected. For more information, customers can chat online with an agent, visit Xfinity.com/response or connect with Comcast on Twitter at @xfinitysupport.
11/21: 1pm Update — Tuesday’s bomb cyclone has caused widespread disruptions to local power providers, which in turn is affecting Xfinity and Comcast Business services. We recognize the inconvenience this has caused, and we are working diligently to restore services.
We are pleased to report progress in our restoration efforts. Comcast technicians have been granted safe access to damaged sites and have successfully restored services in parts of Bellingham, Bonney Lake, Puyallup, Roy, Squamish, and Woodinville. We anticipate that utility providers will clear additional damage sites today in Kirkland, Lake Stevens, Marysville and Snohomish and we will begin repairs as soon as we can safely access those affected areas.
Comcast is committed to restoring your service as soon as the utility provider confirms that the power has been fully restored to both your home and our network infrastructure and that it is safe for our technicians to begin repairs.
We are committed to keeping you informed, and providing updates as new information becomes available. Please monitor this blog for updates.
Thank you for your understanding and patience as we work through this.
11/21: 10am Update – Hundreds of thousands of residents and businesses continue to be without power in Western Washington due to the bomb cyclone that impacted the region, and a multiple-day power outage is expected, which in turn is affecting our network. Here’s what you need to know about the restoration process:
Restoration Process by Steps:
- Utilities reconnect electricity to our network infrastructure.
- Power must be restored to your home.
- Utilities and road crews clear any damage at repair sites.
- Once safe, our technicians can begin repairs on the network.
- Customers may need to restart devices like modems, routers, and cable boxes.
11/20: 1pm Update – Comcast Opens Free Xfinity WiFi Hotspots to Support Washington Residents Impacted by Storm.
To help residents stay connected as Washington recovers from storm-related power outages, Comcast’s network of more than 66,000 public Xfinity WiFi hotspots in the impacted areas in Western Washington are now available and free for anyone to use, including non-Xfinity customers.
How to Get Connected
For a map of public Xfinity WiFi hotspots, which are located both indoors and outdoors in places such as shopping districts, parks, and businesses, visit the Xfinity WiFi Hotspot Map
When a hotspot is within range, select the “xfinitywifi” network on a device’s list of available networks and launch a browser. Sign-in options will appear for both Xfinity customers and non-customers.
- Xfinity Internet customers can sign in with their account credentials and they will be automatically connected to Xfinity WiFi hotspots in their range in the future. Alternatively, they can download the Xfinity WiFi Hotspots app and sign in with their account credentials.
- Non-Xfinity Internet subscribers need to look for the “Get Connected” section and agree to the Terms and Conditions to be connected. Non-customers will be able to renew their complimentary sessions every 2 hours.
**Please note that if a user does not see the “Accept and Connect” button, the hotspot he or she is trying to connect to is in an Xfinity customer’s home and is not open to the public.
There are also a few simple, easy things customers can do now to prepare and stay connected, even in bad weather. They can start by downloading Comcast’s free mobile apps:
- Xfinity My Account — Get updates on outages and report service interruptions.
- Xfinity Stream — View live TV, get weather updates, and download shows and movies beforehand to watch offline in case you lose power.
- Xfinity WiFi Hotspots — Xfinity Internet customers can access millions of Xfinity WiFi hotspots available nationwide.
11/20 9 a.m. A multiple-day power outage is expected as hundreds of thousands of residents and businesses lose electricity in Western Washington due to a bomb cyclone impacting the region. Puget Sound Energy (PSE) encourages customers with critical needs to make alternate plans as the power provider works to assess the situation and restore power. If a power outage does occur, we wanted to share what you can expect.
- Electricity must be fully operational for homes and businesses so that our network can deliver Xfinity and Comcast Business services. In some cases, power outages outside of your immediate area may be affecting our infrastructure and causing service disruption in your area, which could extend the service restoration timeline.
- During this type of event, emergency services and power restoration take priority. Our technicians need to wait for utility companies to clear debris, address damage and ensure a site’s safety before we can begin our restoration efforts. We begin work immediately upon giving approval to do so. If your power has been restored but you still do not have Comcast services, please restart or reset devices, including wireless gateways, modems, routers, and cable boxes.
- Sometimes, you may have power restored but not your Comcast services. This may mean that the electricity supply that powers our network has yet to be restored in other areas.
We understand that time without service can be frustrating, and we appreciate our customers’ patience. When such events happen, you can check for outages or fix common service issues at xfinity.com/status or the Xfinity App. Comcast Business customers may contact Service Status Center | Comcast Business.
Thank you for your understanding and patience as we work through this. We will continue to provide updates as new information becomes available.
