Saturday, July 20, 10:00 AM
Our storm response crews have been working 24/7 since Monday’s derecho and have restored service for 99 percent of our impacted customers.
Our teams have identified the locations where damage has occurred and have worked to repair, replace and rebuild our impacted lines and other network components. Once the damage to the electrical grid is complete and power is restored, we will enter the area and work to get our customers back online as quickly as possible.
UNDERSTANDING SERVICE OUTAGES AFTER THE STORM
Some customers may experience intermittent service outages after the storm. This may be due to the following situations:
- Temporary Cable: In an effort to restore services as soon as possible after the storm, our crews may need to install temporary lines. Some of these temporary lines may get damaged or cut and may need to be replaced later. If that occurs, we may need to suspend service for a short time to make additional repairs.
- Generators: We use fuel-based generators to temporarily power our services to home and businesses until commercial power is restored. Dedicated technicians manage and maintain the generators 24/7 to make sure your service stays up and running.
The storms caused extensive damage, and we are working as quickly as possible to restore service. We truly appreciate your understanding and patience.
For the latest information about outages in your area, residential customers can check the Xfinity app or visit https://www.xfinity.com/support/statusmap. Business customers can check the Comcast Business app or visit https://business.comcast.com/status/.
Thursday, July 18, 10:30 AM
Our technicians are continuing their work in the field nearly around the clock to restore service in the areas hit hardest by Monday’s storms. Thanks to their efforts, the majority of our impacted customers are back online.
Around 24,000 customers are still without power. We continue to work closely with utility companies to determine when it’s safe to enter areas where the power is out and make repairs to our network in locations ranging from Rockford to Chicago’s south suburbs and Northwest Indiana.
We use generators to power our network and provide service in locations where the power is out. Nearly 100 generators are still active in places where power hasn’t been restored yet. We thank you for your continued patience as our crews complete their work.
For the latest information about outages in your area, residential customers can check the Xfinity app or visit https://www.xfinity.com/support/statusmap. Business customers can check the Comcast Business app or visit https://business.comcast.com/status/.
Wednesday, July 17, 11:00 AM
Our technicians have made incredible progress overnight, restoring more than 80% of customers from Monday’s storms. With 100,000+ without power, we’re still working closely with utility companies to determine when it is safe to make repairs, including some of the hardest hit areas of Rockford, Chicago’s south suburbs, northwest Indiana and Southwest Michigan.
We have more than 330 technicians in the field. Our teams have isolated the locations of network damage, including an estimated 25 broken poles awaiting replacement. We have 155 generators placed throughout impacted communities, which are in constant rotation to provide a temporary solution to bring customers back online while we restore our network as quickly and safely as possible.
HOW TO REPORT A DOWNED LINE
We urge our customers to please stay away from any downed lines and heed official safety warnings, as these downed lines may be extremely dangerous. To report a downed line, you can chat with an Xfinity Assistant through the Xfinity App or the Xfinity website.
We thank our customers for their understanding and patience, and please know that our teams are working around the clock to get you connected.
For the latest outage information for your home, please visit the Xfinity app or https://www.xfinity.com/support/statusmap. For the latest information on your business, please visit the Comcast Business app or https://business.comcast.com/status/.
Tuesday, July 16, 1:30 PM
We hope you and your loved ones are safe. Starting the evening of Sunday, July 14, there has been a series of storms battering much of Illinois, Northwest Indiana and Southwest Michigan, in addition to a Monday, July 15 storm system consisting of a Derecho and tornado warnings causing widespread damage.
In advance of storms, we prepare by monitoring the weather carefully, putting our emergency plans into place even before the storm starts, and ensuring our repair crews and supplies are ready for safe deployment. We have stockpiled materials and resources including generators, miles of fiber and cables, and secured additional tech support from nearby states to get customers back online as quickly and as safely as possible.
According to state utility reports, there are more than 250,000 customers without power across the region. Often when power is restored, you’ll find your services will be restored also. There may be some instances of storm-related damage to our Xfinity network, which will extend service outages for our customers. In addition, there may be delays due to restricted access to network lines and equipment due to debris and dangerous conditions. We are in close communication with local authorities and utilities to ensure the safety of our technicians. Once it is deemed safe to do so, our crews will access, repair and replace damage to our network and equipment.
To help power up our network, we have currently deployed more than 100 fuel-based generators around impacted communities to help regain connectivity as a temporary solution.
For customers experiencing a power or service outage, these resources may help:
- Download the Xfinity app or Comcast Business app to check the status of service in your area, get answers to questions about your service and chat online with Customer Care representatives
- For Xfinity Internet, Comcast Business Internet or Internet Essentials customers, you can access one of our Xfinity WiFi hotspots to connect to the Internet. Just look for the “xfinitywifi” or “XFINITY” SSID and login with your credentials when prompted.
- Xfinity TV customers can stream their favorite movies, shows and other content on their mobile devices via the Xfinity Stream app.
We know the services we provide are important to you. For those impacted by the storm, we ask for your continued patience. Please know that as power is restored to your area, our teams will be working to get you back online.
For the latest outage information for your home, please visit the Xfinity app or https://www.xfinity.com/support/statusmap. For the latest information on your business, please visit the Comcast Business app or https://business.comcast.com/status/.
For storm safety tips, please visit our resources and readiness page.
