UPDATE Jan. 7
- As of Jan. 7, 8 a.m. Comcast has restored its network as follows:
- All outages in Broomfield, Boulder and Lafayette have been resolved.
- Restored service to more than 12,400 residential customers out of just over 13,000 who lost service. Approximately 95%. (+400 customers since yesterday)
- Of the remaining residential accounts still without service, many are those whose homes are lost due to the fire.
- Comcast is continuing to go property by property to assess damage and restore service to the remaining available residences.
- Restored service to a significant portion of Eldorado Springs.
- Restored service to approximately 630 business customers out of nearly 660 businesses who lost service.
- Of the remaining business accounts still without service, many are those whose businesses are lost due to the fire.
- Comcast is continuing to go property by property to assess damage and restore service to the remaining available businesses.
- Comcast crews are going property to property to assess damage and continue to restore the network in the following impacted areas:
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- Repair/Rebuild in the vicinity of Paragon Estates
- Complete repairs in the Rock Creek area
- Repair/Rebuild in the in Cherrywood Neighborhoods
- Continue house by house walkouts to determine necessary restoration/repair
THURSDAY, JAN. 6 NOON UPDATE:
Comcast Restores Service for Approximately 93% of Customers Impacted by Boulder County Fires
Comcast crews continued to work throughout the day and night yesterday and made continued progress in bringing services back.
- As of Jan. 6, 8 a.m. Comcast has restored its network as follows:
- All outages in Broomfield, City of Boulder and Lafayette have been resolved.
- Restored service to more than 12,000 residential customers out of just over 13,000 who lost service. Approximately 93%. (+500 customers since yesterday)
- Of the remaining residential accounts still without service, many are those whose homes are lost due to the fire.
- Comcast is continuing to go property by property to assess damage and restore service to the remaining available residences.
- Restored service to approximately 599 business customers out of nearly 660 businesses who lost service. (+14 business customers since yesterday)
- Of the remaining business accounts still without service, many are those whose businesses are lost due to the fire.
- Comcast is continuing to go property by property to assess damage and restore service to the remaining available businesses.
- Completed fiber restoration to properties near McCaslin and Marshall (near Target)
- Comcast crews are going property to property to assess damage and continue to restore the network in the following impacted areas:
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- In the vicinity of Eldorado and Marshall Road
- Investigating pocket outages in vicinity of Paragon Estates
- Investigating reported isolated outages in Cherrywood Neighborhood
- Investigating other pocket outages in Superior
- Local Comcast employees have been calling the thousands of residential customers without service to let them know we are in the area and expect to make great progress. As noted above, many of those customers’ services have been restored. For those customers who lost property, we are individually getting them to the right care agents to walk them through how to disconnect, pause service and/or retain use of their Xfinity apps without recurring charges.
WEDNESDAY Jan. 5 Update
Comcast crews continued to work throughout the day and night yesterday and made continued progress in bringing services back for our customers and businesses.
- As of Jan. 5, 8 a.m. Comcast has restored its network as follows:
- All outages in Broomfield, Boulder and Lafayette have been restored.
- Restored service to more than 11,500 residential customers out of just over 13,000 who lost service. Approximately 89%. (+650 customers since yesterday)
- Of the remaining residential accounts still without service, many are those whose homes are lost due to the fire.
- Comcast is continuing to go property by property to assess damage and restoring its network to the remaining available residences.
- Restored service to approximately 585 business customers out of nearly 660 businesses who lost service. (+55 since yesterday)
- Of the remaining business accounts still without service, many are those whose businesses are lost due to the fire.
- Comcast is continuing to go property by property to assess damage and restoring its network to the remaining available residences.
- Completed fiber restoration to key locations.
- Properties near McCaslin and Marshall (near Target)
- Properties near McCaslin and Coal Creek (near Superior Town Hall)
- Properties surrounding the 100 Superior Plaza commercial area.
- On Wednesday, Comcast crews are going property to property to assess damage and continue to restore the network in the following impacted areas:
- In the vicinity of 900 Dillon Road
- The golf course community in Louisville
- In the vicinity of Eldorado and Marshall Road
- Local Comcast employees have been calling the thousands of residential customers without service to let them know we are in the area and expect to make great progress. As noted above, many of those customers’ services have been restored. For those customers who lost property, we are individually getting them to the right care agents to walk them through how to disconnect, pause service and/or retain use of their Xfinity apps without recurring charges.
- Customers may check https://colorado.comcast.com for more information about their Xfinity services.
- For customers who have lost their homes, they can call 1-800-XFINITY (1-800-934-6489) and Press 1, where they will be directed to support agents who can help them with how to disconnect, pause service and/or retain use of their Xfinity apps without recurring charges.
- Comcast is working to restore its network in all neighborhoods as diligently as possible, and further updates will follow.
TUESDAY JAN 4. UPDATE NOON:
Comcast Restores Service for Approximately 85% of Customers Impacted by Boulder County Fires
Since last week, Comcast crews have continued working round-the-clock through the snow and sustained wind conditions to restore its network in the fire impacted areas to get customers reconnected.
- As of Jan. 4, 8 a.m. Comcast has restored its network as follows:
- Restored service to nearly 11,000 residential customers out of just over 13,000 who lost service (Approximately 85%).
- Of the remaining residential accounts still without service, many are those whose homes are lost due to the fire.
- Comcast is continuing to work on assessing damage and restoring its network in Superior and Louisville.
- Restored service to approximately 530 business customers out of nearly 660 businesses who lost service.
- Of the remaining business accounts still without service, many are those whose businesses are lost due to the fire.
- Local Comcast employees have been calling the thousands of residential customers without service to let them know we are in the area and expect to make great progress in the next 48 hours. As noted above, many of those customers’ services have been restored. For those customers who lost property, we are individually getting them to the right care agents to walk them through how to disconnect, pause service and/or retain use of their Xfinity apps without recurring charges.
- On Tuesday, Comcast crews will be going property to property to assess damage and continue to restore the network in the following impacted areas:
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- Louisville: 88th and US 36th, McCaslin & Washington
- Boulder County: Marshall Rd & Eldorado Springs
- Superior: Colton Rd, S. Rock Creek Parkway
- For customers who have lost their homes, they can call 1-800-XFINITY (1-800-934-6489) and Press 1, where they will be directed to support agents who can help them with how to disconnect, pause service and/or retain use of their Xfinity apps without recurring charges.
- Comcast is working to restore its network in all neighborhoods as diligently as possible, and further updates will follow.
Jan. 3, 2021 8 p.m.
Comcast continues to work throughout the days and evenings to restore services affected by the recent wildfire.
Our local Xfinity Stores are open, and customers may go there for assistance with their service or equipment. Customers can check the Xfinity Store Locator (https://www.xfinity.com/local/co.html) to find a convenient location. It does not have to be the store nearest to their home or property.
On Thursday, Dec. 30, Comcast was proud to be able to provide a financial contribution to the Boulder County Foundation to support those in our communities impacted by these fires.
Current status:
- As of Jan. 3, 8 p.m., Comcast’s network serving approximately 70% of impacted homes and businesses has been restored.
- As of Jan 3., 8 p.m, Comcast’s network has been restored to:
- All of Broomfield
- Significant portions of Louisville and Superior
- Tomorrow, Comcast expects to be able to work on restoring its network to remaining portions of Louisville, Superior and other impacted Boulder County areas.
- Comcast is working to restore its network in all neighborhoods as diligently as possible, and further updates will follow.
Jan. 3, 2021 10 a.m.
Comcast has been in direct and regular contact with officials from Louisville, Superior and Boulder County Office of Emergency Response. With their assistance and guidance, our crews have been working around the clock to restore service since Saturday morning when our crews were granted access to the affected areas.
Our crews have been working as diligently and safely as possible to restore services, but please be aware, before we can restore our services, Comcast typically must wait for local power companies to first restore power to neighborhoods and for local authorities to allow Comcast’s teams into the area to determine if repairs are needed to the network.
Once Comcast crews were granted access to the affected areas and allowed to assess the impacts of the fire, they identified some fire-related damage to the network infrastructure, and thus, even once power is restored, some customers may be experiencing outages in the fire-impacted areas.
As of Sunday evening, our crews have been able to restore roughly 40% of the residences and businesses that were initially down as a result of the fire. They have also been able to restore service to several cell tower sites.
Our crews will continue working to repair damage to the Comcast network infrastructure as diligently and safely as possible and resolve many of the connectivity issues people are having in the impacted areas. We estimate more Louisville and Superior residences will have services restored during the day Monday, Jan. 3. Given the potential for other fire-related damage within neighborhoods, it’s possible more work will be required to fully restore services to all structures.
If your service is down, you can check your Xfinity “My Account” website or app for status updates and to enroll in automatic updates. (See FAQs below)
FREQUENTLY ASKED QUESTIONS
Q: What should I do if my Xfinity service is down?
A: If your service is down, check My Account or the Status Center first to see if there’s a known outage in your area. If it shows an outage for your address, there is no need to call, as we’re monitoring our network and will work diligently to restore your service as soon as it is safe and feasible to do so. You may notice some temporary service interruptions while our technicians work to get everything repaired.
Comcast Business customers can visit business.comcast.com/myaccount
Q: Why am I experiencing a loss of Xfinity services?
A: If you are experiencing a loss of Xfinity services, please be aware this could be the result of a local power outage due to the fires since our network and your services require power to operate. Another possible cause of service loss could be fire-related damage to our network infrastructure that serves your neighborhood. We will work as diligently and safely as possible to restore your service, but please be aware that we typically must wait for local power companies to first restore power to your neighborhood and for local authorities to allow our teams into the area to repair our network.
Q: I have power, but my Xfinity services are out. Why don’t I have Xfinity services?
A: Even if your home has power, Comcast services can be disrupted for at least two reasons. First, the Comcast facilities that serve your neighborhood may have been damaged. Second, the location of the Comcast facilities that provide service to your home may be affected by a commercial power outage even if your home is not.
Please be assured we are working to restore service as diligently and safely as possible. Get outage updates for your area and information about your Xfinity service by visiting My Account, using the Xfinity My Account app, or checking the Status Center.
Comcast Business customers can visit business.comcast.com/myaccount.
Q: The power has been restored in my home. How can I get my Xfinity services back up and running?
A: First, you can try unplugging your Xfinity equipment from its power source, waiting 5 seconds, and plugging your equipment back into the power source. Or, you can also use Xfinity My Account or the My Account app to reboot your equipment.
If that doesn’t work, then your service may be out because the fires have affected the Comcast network infrastructure that connects your home. We are working to restore service as diligently and safely as possible.
Q: I have TV service but it goes in and out and the picture quality is not as good as usual.
A: Temporary fluctuations in your TV service may occur throughout the restoration period. You may experience brief losses of your TV services or degradation of picture quality while we are working to restore Xfinity services.
Q: My neighbor has TV, Internet and Voice services but I do not.
A: Even though your neighbor may have service, it’s possible that your home receives its Xfinity connection from another part of our network that has been damaged by the fire. Crews will restore services as quickly as possible.
Check My Account, the Xfinity My Account app, or the Status Center to see if an outage has been reported for your address. If your services are out, but it’s not reported, please notify us of your outage within My Account or by calling 1-800-XFINITY (1-800-934-6489).
Comcast Business customers can visit business.comcast.com/myaccount.
Q: I’ve had to evacuate – or I still can’t access my Xfinity services in my home. Is there any way I can access my Xfinity services?
A: Xfinity WiFi hotspots that were not affected by the fire are open to help residents and emergency personnel stay connected. Access is available to anyone who needs it, including non-Xfinity customers. To access local Xfinity WiFi hotspots:
- For a map of Xfinity WiFi hotspots, which are located at small businesses and in outdoor locations such as shopping districts and parks, please visit here.
- Once at a hotspot, select the “xfinitywifi” network name in the list of available hotspots and then launch a browser.
- Xfinity Internet customers can sign in with their username and password, and they will be automatically connected at Xfinity WiFi hotspots in the future.
- Non-Xfinity Internet subscribers should visit the “Not an Xfinity Internet Customer” section on the sign-in page to get started. Non-customers will be able to renew their complimentary sessions every two hours.
- If you are prompted for a password or other login credentials, then you are attempting to access an Xfinity WiFi hotspot that is located in a home, not in a business or outdoor location. This hotspot is not a part of the free Xfinity WiFi access program.
In addition, you can use the following Xfinity apps:
- Xfinity TV customers with access to an internet connection can watch live TV and Xfinity On Demand on any device in home and while out of the house.
- If you’re an X1 DVR customer with access to an internet connection, you can also stream or download your DVR recordings to your device and watch anywhere.
The easy way to check for service outages, troubleshoot or refresh your equipment, and manage your Xfinity account anywhere, anytime.
Comcast Business customers can visit business.comcast.com/myaccount.
- XFINITY Voice Unlimited customers can stay connected on the go with the XFINITY Connect app.
- Check your Comcast.net email, send and receive text messages, make and receive voice calls and check your XFINITY voicemail all in one place.
- Answer your home phone calls and forward calls from your home phone to your smartphone.
- Xfinity Home customers can stay connected anytime, anywhere.
- Remotely arm and disarm your system.
- Set rules to get real-time text and email alerts when alarms are triggered and motion is detected.
- Customers with cameras installed have access to remote video monitoring.
Customers can text APP to 266278 (COMCST) to download any of these apps.
