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Xfinity Customer Care Update from Tom Karinshak

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As we all adjust to new ways of working and living in light of COVID-19, we know Comcast plays an important role in helping you stay connected – to families, workplaces, schools, entertainment and to the latest news and information.

Protecting our People and You

We appreciate your patience as we implemented new guidelines to help keep you and our teammates safe and healthy.  We have taken the following actions to protect our people and you as we work around the clock to keep you connected:

  • Retail locations. We have reduced store hours and closed locations that may be in communities where Covid-19 is on the rise.  For those locations still open, we also have increased cleanings, instituted social distancing practices and limited the services available in-store. To check the status and hours of an Xfinity Store, please visit xfinity.com/stores. 
  • Technician visits. Our technicians are following new safety protocols for home visits.  Xfinity technicians will drop off equipment, do outside work and troubleshoot by phone if necessary, and they will only enter your home and repair the primary outlet if service is not working.  If the technician needs to enter your home, they will practice social distancing with at least a 10-foot distance from those in your home and will cover their face with a mask or other covering.
  • Working from home.  We have transitioned every employee who is able to work from home to do so in every office across the country.  This includes thousands of customer service representatives who are continuing to work to meet your needs – on the phone or in chat – in the event you need more assistance than our digital tools provide.
  • Providing support.  Across Comcast, NBCUniversal and Sky, we have committed $500 million to support employees through continued pay and benefits where operations have been paused or impacted.

Increased Access and Speeds for Internet Essentials

We know that for millions of low-income Americans who don’t have Internet service at home, this uncertain time has been even more difficult to manage.

Through Internet Essentials, the nation’s largest and most comprehensive broadband adoption program for low-income Americans, we have made it easier for families to sign up by offering new customers 60 days of complimentary Internet Essentials service. We also increased Internet speeds for the Internet Essentials service from 15/2 Mbps to 25/3 Mbps for all new and existing customers, which will continue to be the speed of the service going forward.

We also offered 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.

Ensuring You Stay Connected During These Uncertain Times

We opened all Xfinity WiFi hotspots located in businesses and outdoor locations across the country, and we want you to continue to take advantage of them for free – including non-Xfinity Internet subscribers. For a map of Xfinity WiFi hotspots, visit www.xfinity.com/wifi. Once at a hotspot, you should select the “xfinitywifi” network name in the list of available hotspots and then launch a browser.

We know our services are important now more than ever, and during this stressful time, we have not disconnected Internet service for any of our customers who are struggling to pay their bills during this period.  And for those of you who have contacted us, we have waived late fees to provide additional help. Our care teams continue to be available to offer flexible payment options and can help find other solutions for those who may still need assistance.  To find out more about how to get started, click here.

Tips to Keep Your Connections Safe and Secure

Many of you are now under stay-at-home orders or advisories across the country, which means there are millions of families working, learning and connecting from home more than ever. It is critically important that we all remain vigilant in protecting and securing the information we share on those platforms and with others.

Our team of security experts are working around the clock to monitor our network. We’ve also posted some tips and trips online to help you better spot and protect yourself and your family from malicious cyber events.

Educational Content, New Movies, Peacock Streaming, and Premium Networks 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.

We have brought select new release movies straight to X1, including Onward, The Invisible Man and Emma. And we also made movies that are currently in theatrical release available on-demand starting with DreamWorks Animation’s Trolls World Tour, which opened April 10 in the U.S.

To help you stay entertained, we made the on demand catalogs from a series of premium networks and subscription video on demand services available for X1 and Flex customers to enjoy.  We’ve also launched an early preview of  Peacock, a new streaming service from NBCUniversal, for X1 and Flex customers on April 15.  The new service, which will launch nationally on July 15, brings additional original programming, on-demand content such as 30 Rock and Parks and Recreation, and popular movies such as Shrek and Meet the Parents, along with late night and reality TV to help keep you entertained and tuned into your favorite content.

To help keep you informed, we created a collection of the most current news and information on Coronavirus. Just say “Coronavirus” into your X1 or Flex voice remote.

We’re always available 24/7

In many instances, it may be faster to use our digital tools to manage your services or get help. Our robust digital tools deliver quick, individualized support, and you can learn more about these tools here.

An easy way to get help fast is to tweet us @comcastcares. Our social media care team is available 365 days a year, 24/7, in both English and Spanish, to help with all of your Xfinity and Comcast Business products and services. You can also use My Account for specific updates about your account.

Thank You for Being a Customer

We will continue to work hard to deliver the services you depend on. For the latest information on our response to the coronavirus and tips on how to get the most of your service at this time, please visit xfinity.com/prepare.

Please stay safe and connected.

 

Tom Karinshak

Executive Vice President and Chief Customer Experience Officer, Comcast Cable

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