Statement from Wendy Liu, Comcast’s Regional Vice President of Customer Experience
July 20, 2018 – “Our hearts go out to those who are suffering as a result of the fire at the River Trails Condominium Complex in Prospect Heights earlier this week. Comcast will work with customers whose units were destroyed or damaged by the fire to:
- Place their accounts on hold and not bill them while they determine their living situations;
- Waive late and early termination fees when applicable; and
- Waive charges for equipment damaged or destroyed in the fire.
“In addition, Comcast will not terminate accounts for a period of time if impacted customers are late making payments and will assist with account transfers if customers want to relocate.
“Comcast also announced that it’s opening several Xfinity WiFi hotspots surrounding the complex to the public at no charge for seven days. This will allow residents who lost service and others to maintain access to the Internet. Select for the SSID “XfinityWiFi” to connect. For more information or to locate Xfinity WiFi hotspots, visit https://comca.st/2uEXaXg or download the Xfinity Hotspots Android or iOS mobile app.
“Customers can use our free tablet and smartphone apps to access their Xfinity services 24/7. The Xfinity Connect app can help them stay in touch with their families and manage their affairs during these trying times. They also can make and receive calls from their home phone numbers, text at no additional charge and check their email using the app. In addition, they can stream, download and watch live TV content on the go via the Xfinity Stream app. Xfinity Internet customers also can access our more than 1 million WiFi hotspots in Illinois and 19 million in locations across the country.”