XfinityJessie's profile

Administrator

 • 

4.4K Messages

Mon, Mar 16, 2020 10:00 AM

Comprehensive COVID-19 Response to Help Keep Americans Connected

***UPDATED 04/28/2020 - Updates to initiatives***

***UPDATED 03/26/2020 - Added additional FAQs***

 

 

COVID-19 has had a tremendous impact on nearly every aspect of our daily lives. Across Comcast, NBCUniversal, and Sky, we are working hard to do everything we can to support our customers, employees, and communities during this unprecedented time.

 

 

Initiatives

  • Working to Ensure 24x7 Network Health: Our engineers and technicians micro-monitor our network reliability and performance constantly, running 700k+ diagnostic speed tests most days. Since March 1, we have seen a 32% increase in upstream traffic and 18% increase in downstream traffic, still within the overall capacity of our network. Our network continues to deliver to support the capacity our customers need while they are working, learning, and connecting from home.
  • Internet Essentials Free to New Customers: Through June 30, eligible new customers can sign up to receive 60 days of complimentary Internet Essentials service, which is the nation’s largest, most comprehensive internet adoption program for low-income households. We work in partnership with tens of thousands of school districts, libraries, municipalities, and nonprofit community partners to help bridge the digital divide and support digital literacy. We recently expanded Internet Essentials eligibility to include all low-income families, including seniors, veterans, and people with disabilities.
  • Speed Boost for All Internet Essentials Customers: We’ve permanently increased speeds for all of our new and existing Internet Essentials customers across the country.
  • Support For University Students: Xfinity is now offering eligible university students who live in our service areas and need internet service a Visa prepaid card worth about two months of internet service. No upfront fees, no installation costs.
  • Free Xfinity WiFi For Everyone: Through June 30, Xfinity WiFi hotspots located in businesses and outdoor locations across the country are available to anyone who needs them for free – including non-Xfinity internet subscribers.
  • Unlimited Data: While the vast majority of Xfinity customers do not come close to using 1TB of data in a month, Comcast is pausing its data plans through June 30 giving all customers unlimited data for no additional charge.
  • No Disconnects or Late Fees for Xfinity Internet, Mobile, or Voice Customers: We will not disconnect a customer’s Xfinity Internet, Xfinity Mobile, or Xfinity Voice service, and we will waive late fees if they contact us and let us know that they can’t pay their bills through June 30. Sky has also committed to working with customers who might find it difficult to pay their bills and ensure they are supported appropriately. Comcast Business customers can find more information here.
  • Free Calls for Sky Talk Customers: Calls to UK landlines at any time of day will be free for existing Sky Talk customers until the end of April.
  • Sky Mobile Data Boost: All Sky Mobile customers will receive a 10GB data boost free of charge. Sky Mobile customers can also make calls to the NHS helpline and hospital phone numbers for free.
  • Virtual Tools for Businesses: Comcast Business is supporting customers as they begin to run their businesses from home, providing free trials of apps and services including virtual project management, business text messaging, and collaboration tools that will help them stay productive and secure.
  • Cybersecurity Protection: With the influx in COVID-19-related cybersecurity schemes, our team of security experts continue to work 24/7 to monitor our network using a mix of highly sophisticated technologies, threat intelligence, and proprietary AI-powered software, which helps us to detect and block hundreds of thousands of cyber events every second.
  • Increasing Access to News & Information: Our NBC and Sky news teams are working around the clock to keep the world informed and we’re bringing that news and information to more people than ever.
  • Providing Free Educational Resources: In partnership with Common Sense Media, we’ve curated thousands of hours of free educational programming into an education destination for Xfinity video customers to support remote learning for
    kids K-12.
  • Delivering More Entertainment: We are bringing great entertainment home to consumers in new ways – offering movies on demand on the same day as their theatrical releases and making more free content available to X1 video customers. Simply say "Free" into your Xfinity Voice Remote.
  • Supporting Our People: We have committed $500 million to support our employees where operations have been closed or impacted, made work from home options as broadly available as possible, and enhanced safety measures for customer-facing employees.

 

For an current overview of everything we are doing for our Xfinity customers, click here.

 

Our hearts go out to all people and families impacted by this virus. Please let us know if you have any questions related to these efforts here. 

 

 

Open Hotspots Frequently Asked Questions

What hotspots are included?
Xfinity WiFi hotspots located both indoors and outdoors in places like shopping districts, parks, businesses, and train stations will be opened. Please note that hotspots located in customers’ homes will not be opened to the public.

If users do not see the Accept & Connect button and are instead asked to sign in using their Xfinity ID and/or password, they may be attempting to access an Xfinity WiFi Home hotspot. Exact hotspot locations can be found at xfinity.com/wifi/#find-a-hotspot or using the Xfinity WiFi app.

Does the free access apply to both customers and non-customers?
Yes, anyone in proximity to an Xfinity WiFi hotspot can access them.

How does someone connect to the Xfinity WiFi hotspot?

  1. Visit xfinity.com/wifi to see a map of Xfinity WiFi hotspots. Open hotspots, both indoor and outdoor, will be displayed on the map in a light green color.
  2. Once at a hotspot, customers and non-customers should select xfinitywifi from the list of available WiFi networks, and then launch a browser.
  3. Xfinity Internet customers can sign in using their Xfinity ID and password to be automatically connected to Xfinity WiFi hotspots in the future.
  4. Non-Xfinity Internet customers can connect by clicking the Accept & Connect button. Non-Xfinity customers will be able to renew their complimentary sessions every two hours.

 

Additional Frequently Asked Questions

How can I reach Xfinity for help with my services?

Xfinity help is always available on your smartphone, in X1, and online. For certain issues, you can even file a report online.

 

To protect the health and safety of our customers and employees, we have temporarily reduced the services available in stores to essential services and are limiting the in-home services provided by our technicians. We are also transitioning many of our call center representatives to work from home.

 

For now, we recommend managing your services, paying your bill, troubleshooting, or receiving support by using:

  • Xfinity My Account app: for support, including to pay your bill, change your WiFi name and password, check for service outages, explore your TV channel lineup or troubleshoot your Xfinity equipment.
  • Xfinity Assistant: available for chat in the My Account app, Facebook Messenger (through the Xfinity Facebook page) and the xFi app, to answer a range of questions, such as how to troubleshoot.
  • Xfinity Mobile app: manage your Xfinity Mobile account, view your data usage, switch your data to Unlimited or By the Gig shared data, view and pay your bill, track your order.
  • X1 Voice Remote: say "Help" into your X1 Voice Remote for help and support, including troubleshooting.
  • Xfinity xFi app: manage all of the devices on your network, get alerts when new devices connect, run health checks for your internet service.
  • Xfinity Stream app: watch top networks and live sports on the go and get your entire channel lineup on any screen at home.

 

How can I find out if there's an outage or service interruption happening near me?

There can be a number of reasons why we might experience a network event, including weather and local construction. We have teams who work around the clock locally and nationally to monitor our network and address any issues, many times before they impact our customers. To check for local outages, visit the Outage Status Center. To see the status of your home network and services, sign into My Account. And you can report an issue online if you are concerned about wires in your area.

 

How can Xfinity help low-income Americans with affordable Internet service?

We've been looking for ways to help through our Internet Essentials program, the nation's largest and most comprehensive broadband adoption program for low-income Americans. Effective March 16, we are putting in place two substantial program enhancements to help these families deal with this crisis.

  1. We will make it even easier for low-income families who live in a Comcast service area to sign up by offering new customers 60 days of complimentary Internet Essentials service, which is normally available to all qualified low-income households for $9.95/month.
  2. We are increasing Internet speeds for the Internet Essentials service from 15/2 Mbps to 25/3 Mbps for all new and existing customers, which will be the speed of the service going forward. In this way, we will ensure that Internet Essentials customers will be able to use their Internet service for all their increased needs as a result of this health crisis.

We want to make it as fast and simple as possible to access this service:

  • To receive the increased Internet speeds, existing customers will not need to do anything.
  • For new customers, applicants can simply visit www.internetessentials.com. The accessible website also includes the option to video chat with customer service agents in American Sign Language. There are also two dedicated phone numbers 1-855-846-8376 for English and 1-855-765-6995 for Spanish.

 

 

Source:

https://corporate.comcast.com/covid-19

 

Additional Information:

https://www.xfinity.com/prepare

https://www.internetessentials.com/covid19

https://forums.xfinity.com/t5/On-Demand/Comcast-NBCUniversal-Moves-To-Make-Current-Movies-Available/td-p/3314092

https://forums.xfinity.com/t5/Internet/ANSWERED-How-to-Use-a-VPN-with-Your-Xfinity-Internet-Service/ta-p/3314082

https://corporate.comcast.com/press/releases/comcast-nbcuniversal-moves-to-make-current-movies-available-in-the-home

https://corporate.comcast.com/stories/sky-to-make-new-cinema-releases-available-the-same-day-in-the-home

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Responses

CCAndrew

Gold Problem Solver

 • 

25.9K Messages

2 y ago

I’m sure they’ll revisit any options in the future

Regular Visitor

 • 

3 Messages

2 y ago

Do customers who pay you $50 a month for unlimited data - get refunded this fee during the free-for-all provided to everyone? 

Why is my account still messed up when I log in to my Xfinity portal and try to change channel lineup?  It says my order is incomplete and to contact an agent via phone or chat.... phone is over 3 hours and chat/callback is broken.  What is Comcast doing for existing customers in my situation?

 

New Poster

 • 

1 Message

2 y ago

I currently am paying for unlimited data. At the moment, it was announced that unlimited data will be provided for all Xfinity internet customers until May. Is this charge still going to be in effect for the time being?

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@Sarcose wrote:
What is Comcast's plan for prepaid customers? Are our data caps and service fees waived right now as well? And what about traffic management - will there be infrastructure boosts in high traffic areas? I am working from home with a prepaid Xfinity service and seeing lots of slowdown.

Pausing Our Data Plan: With so many people working and educating from home, we want our customers to access the internet without thinking about data plans. While the vast majority of our customers do not come close to using 1TB of data in a month, we are pausing our data plans for 60 days giving all customers Unlimited data for no additional charge.

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@launcelot999 wrote:

I'm a technical lead at a K-12 school district.  As our schools are being shut down over COVID19 concerns, but we will still be offering classes online, I'm scrambling to find options for our students without Internet access at home.  I was thrilled when Comcast released their President's message (https://corporate.comcast.com/covid-19) that xfinitywifi hotspots would be free for everyone temporarily!  HOWEVER, I've been testing the xfinitywifi hotspot accessible in my neighborhood since yesterday, and every time I connect it prompts for an xfinity login or for payment (or the 1 hour limited guest access).  

 

Anyone know when Xfinity will actually turn on this free wifi service?


Xfinity WiFi Free For Everyone: Xfinity WiFi hotspots across the country will be available to anyone who needs them for free – including non-Xfinity Internet subscribers. For a map of Xfinity WiFi hotspots, visit www.xfinity.com/wifi. Once at a hotspot, consumers should select the “xfinitywifi” network name in the list of available hotspots and then launch a browser.

 

Our outdoor and business/government/library./etc.  hotspots are open. Please use the map at the link below to locate an open hotspot nearby:

 

 www.xfinity.com/wifi

 

Xfinity hotspots.jfif

 

 

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@romance63 wrote:

is comcast offering unlimited bandwidth due to people being home and using more interner than the 1 terabyte


Pausing Our Data Plan: With so many people working and educating from home, we want our customers to access the internet without thinking about data plans. While the vast majority of our customers do not come close to using 1TB of data in a month, we are pausing our data plans for 60 days giving all customers Unlimited data for no additional charge.

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@Acleve wrote:

With the kids out of school & us working from home, data usage is going to SKYROCKET in the coming weeks/months.  Is Xfinity going to waive Internet Overage Usage Charges during this Covid-19 crisis or are they going to gouge Customers and take full advantage of this event to our detriment?  It'll be interesting to see how the company responds to this unprecedented global event.


Pausing Our Data Plan: With so many people working and educating from home, we want our customers to access the internet without thinking about data plans. While the vast majority of our customers do not come close to using 1TB of data in a month, we are pausing our data plans for 60 days giving all customers Unlimited data for no additional charge.

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@mj33sr wrote:

Is Xfinity going to do something with the 100gb internet limit? With internet use up all across the board do to the corona virus quarantes. Maybe wave the overage fees for the months of the lockdown.


Pausing Our Data Plan: With so many people working and educating from home, we want our customers to access the internet without thinking about data plans. While the vast majority of our customers do not come close to using 1TB of data in a month, we are pausing our data plans for 60 days giving all customers Unlimited data for no additional charge.

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@joshujl wrote:
I now have 3 kids who are forced to be doing online courses due to the government closing school. They will also be home all day which means they will need entertainment. So, will Xfinity be waiving data usage overages during this time? Or are we all going to be stuck with paying a bunch of overage fees?

Pausing Our Data Plan: With so many people working and educating from home, we want our customers to access the internet without thinking about data plans. While the vast majority of our customers do not come close to using 1TB of data in a month, we are pausing our data plans for 60 days giving all customers Unlimited data for no additional charge.

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@jokenai wrote:

I currently am paying for unlimited data. At the moment, it was announced that unlimited data will be provided for all Xfinity internet customers until May. Is this charge still going to be in effect for the time being?


Comprehensive COVID-19 Response to Help Keep Americans Connected

 

As of March 13th, 2020, we have announced additional steps to help ensure people stay connected to the Internet as more schools suspend classes and companies encourage employees to work from home due to the Coronavirus.

 

We are taking steps to implement the following new policies for the next 60 days, and other important initiatives:

 

  • Xfinity WiFi Free For Everyone: Xfinity WiFi hotspots across the country will be available to anyone who needs them for free – including non-Xfinity Internet subscribers. For a map of Xfinity WiFi hotspots, visit www.xfinity.com/wifi. Once at a hotspot, consumers should select the “xfinitywifi” network name in the list of available hotspots and then launch a browser.

 

  • Pausing Our Data Plan: With so many people working and educating from home, we want our customers to access the internet without thinking about data plans. While the vast majority of our customers do not come close to using 1TB of data in a month, we are pausing our data plans for 60 days giving all customers Unlimited data for no additional charge.

     

  • No Disconnects or Late Fees: We will not disconnect a customer’s internet service or assess late fees if they contact us and let us know that they can’t pay their bills during this period. Our care teams will be available to offer flexible payment options and can help find other solutions.

 

  • Internet Essentials Free to New Customers: As announced yesterday, it’s even easier for low-income families who live in a Comcast service area to sign-up for Internet Essentials, the nation’s largest and most comprehensive broadband adoption program. New customers will receive 60 days of complimentary Internet Essentials service, which is normally available to all qualified low-income households for $9.95/month. Additionally, for all new and existing Internet Essentials customers, the speed of the program’s Internet service was increased to 25 Mbps downstream and 3 Mbps upstream. That increase will go into effect for no additional fee and it will become the new base speed for the program going forward.

     

  • News, Information and Educational Content on X1: For those with school-age students at home, we’ve created new educational collections for all grade levels in partnership with Common Sense Media. Just say “education” into your X1 or Flex voice remote. To help keep customers informed, we also have created a collection of the most current news and information on Coronavirus. Just say “Coronavirus” into your X1 or Flex voice remote.

     

  • 24x7 Network Monitoring: Underpinning all of these efforts, Comcast’s technology and engineering teams will continue to work tirelessly to support our network operations. We engineer our network capacity to handle spikes and shifts in usage patterns, and continuously test, monitor and enhance our systems and network to ensure they are ready to support customer usage. Our engineers and technicians staff our network operations centers 24/7 to ensure network performance and reliability. We are monitoring network usage and watching the load on the network both nationally and locally, and to date it is performing well.

 

For an current overview of everything we are doing for our Xfinity customers, click here.

 

Our hearts go out to all people and families impacted by this virus. Please let us know if you have any questions related to these efforts here. 

 

 

Open hotspots frequently asked questions

What hotspots are included?
Xfinity WiFi hotspots located both indoors and outdoors in places like shopping districts, parks, businesses, and train stations will be opened. Please note that hotspots located in customers’ homes will not be opened to the public.

If users do not see the Accept & Connect button and are instead asked to sign in using their Xfinity ID and/or password, they may be attempting to access an Xfinity WiFi Home hotspot. Exact hotspot locations can be found at xfinity.com/wifi/#find-a-hotspot or using the Xfinity WiFi app.

Does the free access apply to both customers and non-customers?
Yes, anyone in proximity to an Xfinity WiFi hotspot can access them.

How does someone connect to the Xfinity WiFi hotspot?

  1. Visit xfinity.com/wifi to see a map of Xfinity WiFi hotspots. Open hotspots, both indoor and outdoor, will be displayed on the map in a light green color.
  2. Once at a hotspot, customers and non-customers should select xfinitywifi from the list of available WiFi networks, and then launch a browser.
  3. Xfinity Internet customers can sign in using their Xfinity ID and password to be automatically connected to Xfinity WiFi hotspots in the future.
  4. Non-Xfinity Internet customers can connect by clicking the Accept & Connect button. Non-Xfinity customers will be able to renew their complimentary sessions every two hours.

 

 

Source:

https://corporate.comcast.com/covid-19

 

Additional Information:

https://www.xfinity.com/prepare

https://www.internetessentials.com/covid19

New Poster

 • 

1 Message

2 y ago

"giving all customers Unlimited data for no additional charge."

 

I would like it explicitly stated existing customers already paying for the unlimited data will get a rebate.

 

I just received my bill and i am still being charged the 50$ for unlimited data.

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@Stephenm64 wrote:

"giving all customers Unlimited data for no additional charge."

 

I would like it explicitly stated existing customers already paying for the unlimited data will get a rebate.

 

I just received my bill and i am still being charged the 50$ for unlimited data.


Apologies.

Yes your printed statement was generated and in process prior to this change in policy and the current conditions.


Customers who are subscribed to an existing unlimited data plan for Internet will be credited in full for this automatically. 

 

 

 

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 y ago


@jokenai wrote:

I currently am paying for unlimited data. At the moment, it was announced that unlimited data will be provided for all Xfinity internet customers until May. Is this charge still going to be in effect for the time being?


Apologies.

 

Customers who are subscribed to an existing unlimited data plan for Internet will be credited in full for this automatically.

New Poster

 • 

1 Message

1 y ago

I have put a stop payment on my automatic withdrawal for my payments because it caused me an overdraft fee of $35. I have been sent home when my company closed for fear of Covid-19 over 2 weeks now and as a part time employee I am greatly affect and have little or no money. I will resume payments when I return to work. I could not get in touch with Comcast by phone. It is not our fault we cannot pay and beside not shutting off service, which is a good thing, you should also stop automatic payment processing until we can go back to work. Thank you.
CCTeds

Gold Problem Solver

 • 

18.9K Messages

1 y ago


@starfire28 wrote:
I have put a stop payment on my automatic withdrawal for my payments because it caused me an overdraft fee of $35. I have been sent home when my company closed for fear of Covid-19 over 2 weeks now and as a part time employee I am greatly affect and have little or no money. I will resume payments when I return to work. I could not get in touch with Comcast by phone. It is not our fault we cannot pay and beside not shutting off service, which is a good thing, you should also stop automatic payment processing until we can go back to work. Thank you.

Apologies that all of this happened to you  Thanks for your feedback. 

I have placed a credit on your account as a courtesy. 

Below link shows our customers how to set up or cancel automatic payments. 

 https://www.xfinity.com/support/articles/setting-up-auto-payments

 

Hang in there. 

 

 

We know your Xfinity service is critical at this time and we want to make sure you remain connected. If you have been impacted by quarantines or closures and need more time to pay your bill for Xfinity TV, Internet, Home or home phone services:

  • Log into xfinity.com/myaccount
  • Select Billing, then Bill and Payment Settings
  • Click on Schedule a Payment
  • Then go to Payment Date and choose a new due date

If you need more help, you can chat with the Xfinity Assistant. Or, report an issue online if you believe your payment was misapplied (or is missing).

 

Also,  we understand that Xfinity Internet and Xfinity Voice services are critical for connectivity, so for a limited time we will not be suspending these services for any customer not able to pay their bill.

New to the Community?

Start Here