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4.3K 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 Comcast Employee.
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Responses

SeanMck

Regular Visitor

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7 Messages

1 y ago

I spoke to Comcast through the app on April second and told them I could only pay half of my past due that day ($350) and could I pay the rest in two weeks. They said yes. So I paid the $350

Yesterday they shut my tv off. After hours and multiple people telling me they would reactivate my tv i first got told they would give me ten days (I needed 12) then I got a supervisor who said that actually they can’t do ANYTHING unless I pay on full because a new “macro” on the system has taken away their ability to make promises to pay or reinstate tv service. He said he would turn it on if he could and to “prove” that to me he gave me a $100 credit which was very nice but didn’t resolve the issue (I owed $319 past due after the $350 I already paid my bill is over 300 a month)

All night my tv was off. I woke up this morning and it is now on but I am scared it’s going to go off again overnight. Can someone PLEASE help me and clarify what’s going on? Thanks.
CCTeds

Official Employee

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18.9K Messages

1 y ago

@bishu  Apologies for the issue and the experience that you described. We have gone ahead and credited your account for the data overage as a courtesy. 

 

Apologies again and thanks for your patience.  

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CCTeds

Official Employee

 • 

18.9K Messages

1 y ago

@6889767  Apologies for the issue and the experience that you described above. 

 

In reviewing your account the additional overage charges listed on your April 1 statement were for the February 1 through February 29 time period and is a valid charge.


As a courtesy, I have reversed the charges incurred here for the past two months and also the recent late fee.

 

Thanks for your patience and thanks for being a Comcast customer. 

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CCTeds

Official Employee

 • 

18.9K Messages

1 y ago

@SeanMck Apologies for the issues, experiences and confusion that we put you through. 

 

Glad to hear that all of your services have been restored and it looks like our agent was able to assist to make this right.

Apologies again, apologies for the stress we caused and thanks for your patience.  

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CCTeds

Official Employee

 • 

18.9K Messages

1 y ago

@SCGirl48 


Apologies for the issues and the experiences that you described above.

Our official and in place active response is listed at the link below and at the top of this thread. We have automatic processes in place to stop automatic disconnections due to nonpayment.    

https://www.xfinity.com/prepare

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.

 

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).

 

As a courtesy, I have credited back any late fees over the past 21 months and also provided another small credit for your loyalty. 

Apologies again and thanks for your patience. Hang in there.   

I am an Official Comcast Employee.
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New Poster

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2 Messages

1 y ago

Thank you for having the call reviewed, but what you are saying is that I need to get in touch with comcast again to hopefully this time speak with an agent that will help me? I did go in and change my due date. But does that mean I am going to owe an extra bill period at that time? That still will not help because if I have just returned to work owing a larger sum all at once isnt going to work either. This is why I spent a half hour the other day trying to get in touch with an agent that could review the options with me.

Regular Visitor

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4 Messages

1 y ago

Hi @ComcastTeds,

 

 Thank you for the credit! But that was not the issue I was worried about! I have two major issues

 

  1) I cancelled my servives (due to moving) with last day of service being March 30th but I am still getting charged

  2) I changed my plan to 100 dollars (+25 for xfi, total 125) for internet only 1gbps no data cap plan  for march but I was charged 260+ (not with 60 dollars credit still 200 +).

 

Please help me resolve these issues. I even have emails from Xfinity about these changes (happy to forward!)

 

Thanks again!

CCTeds

Official Employee

 • 

18.9K Messages

1 y ago

@bishu Apologies, I'm not seeing the issues and charges that you described above on the account that is associated with the e-mail that you used to sign up with in this forum. 

 

I've asked a colleague to review your account and reach out to you directly so that we can get the issues identified, clarified and on the path for resolution. 

 

Thanks for your continued patience.  

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
CCTeds

Official Employee

 • 

18.9K Messages

1 y ago

@User48 

 

As mentioned, we have automatic processes in place to stop automatic disconnections of internet and voice services due to nonpayment.    

https://www.xfinity.com/prepare

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.

 

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). 

 

I've asked a colleague to review your account and reach out to you directly so that we can have packaging, product and pricing options reviewed with you to reduce your monthly costs.  

 

Thanks for your continued patience.  

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
jringvcky

New Poster

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2 Messages

1 y ago

Now that we all are being affected in one or another by Covid-19, what is Comcast doing to help those customers who have lost their jobs?  We know that their fees are ridiculously high, and I am sure that many loyal customers are experiencing economic harships.  What is their game plan, or are they going to ignore those customers and continue charging high fees?  I just wonder because I keep getting their emails indicating how they are responding to the pandemic, but I do not see anything that would make a real difference when it comes to help those in economic need.  

monti25

Frequent Visitor

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6 Messages

1 y ago

yes.  wouldn't it be nice if the talking heads at the Comcast owned NBC stable including MSNBC, E! and Golf Channel; (especially) ESPN and other sports cable channels; the cable news channels like Fox News and CNN; the broadcast networks like ABC and CBS; and Bravo and other reality channels all cut their salaries by 90%, and in turn, Comcast reduce fees to consumers.  how about permanently?  not likely.

 

  

New Poster

 • 

1 Message

1 y ago

PLEASE REMOVE LATE FEE CHARGES FROM COSTUMERS ACCOUNTS FROM MARCH 'TIL FURTHER NOTICE! THANK YOU!!!

 

 

NJ RESIDENT

New Poster

 • 

1 Message

1 y ago

Don't let them fool you!!!!!!   They definitely are charging late fees if you cannot pay on time!!!!!  Received my latest bill and it has a late fee because I called them last month when all this started and was told don't worry, we won't charge a late fee, just pay as soon as you can!!!!!   Now, you cannot get through the automated service to speak to a representative in order to dispute the bill!!!!!!   Comcast is a joke, telling people one thing and doing another during this time we are all going through!!!!!!!

CCTeds

Official Employee

 • 

18.9K Messages

1 y ago

@jringvcky 

 

As mentioned, we have automatic processes in place to stop automatic disconnections of internet and voice services due to nonpayment.    

https://www.xfinity.com/prepare

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.

 

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). 

 

Thanks for your continued patience.  

 

Our full response is available here:  https://www.xfinity.com/prepare

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
CCTeds

Official Employee

 • 

18.9K Messages

1 y ago

@cbquinn 

 

Apologies for the issue and the experience that you encountered. 

 

Looks like our agent was able to quickly reverse that late fee when you spoke with them this afternoon.  Our agents always have had the latitude and flexibility to waive/credit late fees; even more so now.  

 

We have also provided an additional small credit on your account. I hope that helps.  

 

Our official and in place active response is listed at the link below . We have automatic processes in place to stop disconnections of internet and voice services due to nonpayment.    

https://www.xfinity.com/prepare

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.

 

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).

 

Apologies again and thanks for your patience. Hang in there.   

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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