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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

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CCTeds

Gold Problem Solver

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18.9K Messages

3 years ago

@hotel4dogs 

 

Our official and in place active response is listed at the link below . 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).

 

As a courtesy, I have credited back any late fees incurred over the past 12 months. I hope that helps. 

 

Our agents always have had the latitude and flexibility to waive/credit late fees; even more so now.  


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

New Poster

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11 Messages

3 years ago

dont believe it they will turn you off in a heart beat, i was disconnected and ive been a loyal customer since they started, woke up this morning and everything was off had to use what little cash i have in the bank sso my son can use internet and watch t.v, so how are you keeping people connected?.

Again

Expert

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28.2K Messages

3 years ago


@Brass860 wrote:

dont believe it they will turn you off in a heart beat, i was disconnected and ive been a loyal customer since they started, woke up this morning and everything was off had to use what little cash i have in the bank sso my son can use internet and watch t.v, so how are you keeping people connected?.


Reading your other post, your son said the "cable was off", meaning the tv.  Internet and phone services would have still be on because they are considered "essential" services for work-at-home and online schooling.

CCTeds

Gold Problem Solver

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18.9K Messages

3 years ago

@Brass860 Apologies for the issue and the experience that you described above. 

 

We are not turning off internet and voice services. 

 

I've gone ahead and credited back any late fees incurred over the past 22 months and also provided an additional credit. I hope that helps.  Hang in there. 

 

We know how important it is to stay connected, especially during an unprecedented time like this. Although your bill payments are overdue, we have pledged to keep you connected during this difficult time.

 

We've developed the Xfinity Assistance Plan. The Plan enables you to continue to receive Xfinity Internet service for a lower price. The Plan also ensures that you won't accrue large outstanding balances during this difficult period. The Plan is described below and will be in effect until at least May 13, 2020. Please know that you will not be disconnected during this time.

 

Please note that, if you have Xfinity TV services, they are not included in the Xfinity Assistance Plan and will be suspended unless you pay your past due balance. If you have Xfinity Mobile or Xfinity Home services, neither will be suspended during this time, although your Xfinity Home service may be diminished. You'll still be able to arm and disarm your system and use your cameras to monitor activity.

 

Any Xfinity Internet service will be transferred to the Xfinity Assistance Plan in the next couple of days. The Plan will appear as "Xfinity Assistance Plan" on your next bill with a charge of $14.95 per month.

 

Here's what the Xfinity Assistance Plan includes:

•Xfinity Internet at the speed of 25/3 Mbps

•No Xfinity Wireless Gateway rental charges

 

Once your past due balance is paid, your prior Xfinity services will resume. Please be aware it may take up to 48 hours for all of your services to be reactivated, and there will not be a reactivation charge. We'll let you know when the Xfinity Assistance Plan ends. When it does, you must pay all of your past due balances to maintain your services and avoid disconnection.

 

If you prefer to discontinue your Xfinity service, please visit xfinity.com/support/cancel-service .

 

We hope the Xfinity Assistance Plan offers some relief during these uncertain times. Visit xfinity.com/prepare  for answers to frequently asked questions about how we're handling the COVID-19 pandemic and tips to optimize your home network.

 

To schedule a payment or see your billing details, go to My Account at xfinity.com/myaccount.

 

New Poster

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2 Messages

3 years ago

It sure would be nice to be able to talk to a person and not an automated bot or useless self help algorithm.  Last fall we scheduled our seasonal plan to be resumed on April 1 for a summer vacation cottage.  With the Covid-19 pandemic and governor's stay at home directive, we are not able to go to that location until mid May at least.  The place doesn't even have power so it should be easy for Comcast to verify it's never connected to their system since last year.  Unsuccessfully trying to talk to a person about getting a bill adjustment for April resumation of services and data/TV charges that we can't even utilize.  Frustrating to say the least, and seems to be the common sentiment from other friends and associates with Comcast

CCTeds

Gold Problem Solver

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18.9K Messages

3 years ago

@TonyJSenior  Apologies for the issue and the experience that you described above. I've credited the account for April and May (through May 26, 2020). There is currently no balance due on the account.

 

Please contact us when you are back in the seasonal location or if you won't be there by May 26.

 

Thanks for your patience and hang in there.  

CCTeds

Gold Problem Solver

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18.9K Messages

3 years ago

Comcast Extends Comprehensive COVID-19 Response Policies To June 30

 

As shelter in place continues to be the norm and schools remain closed across the country, Comcast announced today it will extend its commitments for Xfinity customers through June 30 to help ensure students can finish out the school year from home and remain connected to the internet during the COVID-19 crisis.

 

More details at the links below: 

 

https://corporate.comcast.com/press/releases/comcast-extends-comprehensive-covid-19-response-policie...

 

https://www.xfinity.com/prepare

Regular Visitor

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3 Messages

3 years ago

A technician in an Xfinity van parked in front of my house at approximately 3:00 this afternoon. He rang the doorbell. He was not wearing a mask! I opened the door slightly to speak with him and he said he wanted to come in the house and check my service. I have not experienced any problems with my service and did not call for any help. I did not have any sort of appointment with Comcast/Xfinity. I read the very clear instructions on your website, which state that this WILL NOT HAPPEN. So... why did it happen? 

CCTeds

Gold Problem Solver

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18.9K Messages

3 years ago

@auto_pilot  Thanks for bringing this to our attention. We’ve sent this information along to our leadership team to investigate further.  

New Poster

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6 Messages

3 years ago

Who do I contact if I'm struggling due to COVID19 and can't afford the bill or want to change the due date without late fees? I tried to chat with an agent but they didn't help at all. 

Regular Visitor

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8 Messages

2 years ago

@ComcastTeds How can I get the numbers for my actual data usage of my Xfinity account from the full months of April & May? I've contacted support multiple times and they state that since it's in the COVID-19 courtesy period where there would be no overages that my data usage shows 0 GB for both months.

 

I'm trying to forcast the "new normal" I'm going to be facing by working from home (possibly until the end of the year) and connecting over VPN to my office and video conferencing for months.

 

I have a hard time believing that just because we are in a courtesy period due to COVID-19 that my data usage was not collected in any manner and that Xfinity can't give me those numbers.

 

Any chance you can help guide me on how to get this data and speak to someone high enough up that knows how to get this?

New Poster

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2 Messages

2 years ago

I have the exact same question as @Unforgiven23.  I appreciate the data limits being temporarily suspended, but I expect I'll still be working remotely from home after June - so I'd really like to have an idea of how much data I'm using and what I should expect in another month.

CCTeds

Gold Problem Solver

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18.9K Messages

2 years ago

@jesuisjesuis 

Our customers can see the amount of high speed data used for the current month and the past theee months by using the Xfinity My Account App.

 

Click on the Internet tab. At the bottom of the screen it will show total data usage for the current month, click on that and you can see the past three months.

 

I've attached my usage below as an example. I hope that helps.

CCTeds

Gold Problem Solver

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18.9K Messages

2 years ago

@KristyFleming Apologies for the delay in responding and apologies for the experience that you described above. Looks like your payment arrangement date is now set to June 25.  I hope that helps.  

 

I reversed the most recent late charge fees on your account plus added another small credit as a courtesy that I hope will help. I've asked a colleague to contact you directly to go over some payment plan options. 

 

Thanks for your patience. 

 

 

CCTeds

Gold Problem Solver

 • 

18.9K Messages

2 years ago

@Unforgiven23  Our customers can see the amount of high speed data used for the current month and the past theee months by using the Xfinity My Account App.

 

Click on the Internet tab. At the bottom of the screen it will show total data usage for the current month, click on that and you can see the past three months. 

 

I've attached my usage below as an example. I hope that helps. 

 

  

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