Weather and power outages may affect your XFINITY or Comcast Business services in New Mexico. During severe weather, the two biggest impacts are commercial power outages and damage to our network. We work around the clock and use all of our resources to restore services as quickly and as safely as possible.
This also means proper planning, and we work in advance to prepare for these major weather events. We call more work crews, bring in generators, and take other steps to ensure our systems, networks and operations centers are resilient.
We also partner with local power crews in outages and severe weather. They are the first priority. This means we are unable to restore your Xfinity, or Comcast Business service until the power company has restored service to your neighborhood. For more details on how your services could be impacted during a storm or severe weather and some helpful resources, please visit our Xfinity Storm Ready and Comcast Business Storm Ready websites.
If customers have electricity but not Xfinity services, Comcast recommends that customers restart or reset devices, including wireless gateways, modems, routers, and cable boxes.
Get updates on outages, report service interruptions, and see when your service is expected to be restored.
View live TV, get weather updates, and download shows/movies beforehand to watch offline in case you lose power.
Xfinity Internet customers can access millions of Xfinity WiFi hotspots available nationwide.
We will provide you with up-to-date information on outages, and provide assistance with your account.
What Will Happen?
When services are down, you may notice Comcast trucks in your neighborhood. Our teams will work to restore services to get everyone back online as quickly as possible.
Protecting Our People
Our team will always provide company identification when making contact with you to ensure your safety before accessing our equipment.
Helping Our Customers
In the event we are unable to reach you, we will still need to access the utility easement located in your backyard or sometimes even a neighbor’s to make necessary repairs to restore services for the neighborhood.
While the power to your home may be on, parts of our network that provide your Xfinity service may be in areas where the commercial power is unavailable, leading to a disruption of service. Once power is restored to those portions of the network, we will restore service ASAP when it is safe to do so.
To verify that this is the case, you can try unplugging your Xfinity equipment from its power source, waiting five seconds, and plugging your equipment back into the power source.
Please be assured that we are working to restore service as quickly and safely as possible. Get outage updates for your area and information about your Xfinity service by visiting My Account. Comcast Business customers can visit business.comcast.com/myaccount.
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 quickly to restore your service as soon as conditions are safe.
It is possible and quite likely that during storm recovery, not all services will be restored at the same time and there are times when you will need to report service interruptions.
You may notice some temporary service interruptions while our technicians work to get everything repaired.
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 affected by an outage event. Crews will restore services as quickly as possible.
Check My Account 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.
Log on to your account at xfinity.com/myaccount or via the Xfinity app and make sure your contact information is up to date. Please provide us with your mobile number so we can send you text alerts before there is an outage and afterward when your services are restored.