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Xfinity Customer Care Update from Tom Karinshak

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Update on Our Severe Weather & Covid-19 Response in 2020

This year has continued to throw challenges at our communities in different ways, especially those communities recently impacted by Hurricanes Marco and Laura, and the numerous wildfires that remain a present threat on the West Coast. Our goal is to keep you connected to what matters most, and in the event that severe weather or other conditions head your way, you can take steps to download key apps and monitor your Xfinity services to better help you prepare. If you are in California and your home has been affected by a fire, please visit our blog to find out more information or visit our FAQ page to learn about service options.

Also as the impacts of coronavirus continue to be felt nationwide, we remain focused on the safety of our customers and employees. Thousands of our customer care agents continue to work from home to support our customers. In areas where it is safe for retail locations to start reopening or technicians to make home visits, we are following enhanced safety protocols including requiring all customer-facing employees to go through daily health screenings, equipping our teams with the proper Personal Protective Equipment, and following local health guidance for in-home appointments.

We will continue to monitor local and state conditions and are updating our safety and business protocols according to what’s happening in your area. To check the status and hours of an Xfinity Store near you, please visit xfinity.com/stores/.

If you prefer to reach out to us digitally, Xfinity Assistant is our digital support tool which is available 24/7. It can answer thousands of questions and will seamlessly transfer you to a live agent for help if it can’t resolve your needs. In fact – 82% of our customers find that they can get their questions or issue resolved through our digital channels without needing to speak to a live agent.

Keeping you connected to what matters

We know how important staying connected is right now. In March, many schools and employers made the transition to remote learning and work. This fall, many schools and work locations have stayed virtual, and we understand that Zoom, Google Meet and Microsoft Teams are the most common places you go to meet online. We have provided some helpful tips should you need to troubleshoot any interruptions that you experience, as well as more information to keep you connected on www.comcast.com/prepare.

During this unprecedented time, we have also announced a number of programs to help keep American’s connected.

  • Comcast is providing 60 days of free Internet service to new, eligible Internet Essentials customers and will waive the requirement that customers not have a past due balance to qualify for the free offer through the end of the year. We recognize that now, more than ever, connectivity is a vital tool for families to access educational resources, important news, telehealth appointments, and to communicate with family and friends.
  • We are also extending free access to our 1.5 million Xfinity WiFi public hotspots to anybody who needs them nationwide, including non-customers, through the end of 2020.
  • Additionally, as fall semester kicks off, Comcast is extending an Xfinity Internet offering that provides $150 Visa prepaid cards to university students who sign up for service by September 30; more than enough to pay for two months of Internet service. We understand the value of being connected and want to continue to help students left without access.

More content to keep you and your family entertained after school & work hours

Peacock, NBCUniversal’s new streaming service is now available to everyone. It offers over 20,000 hours of content, with hundreds of television series and movies, as well as compelling live and On Demand content across news, sports, late night, and reality. Flex and X1 customers have access to Peacock Premium included at no additional cost (a $4.99 per month value). If you want to upgrade to Peacock Premium Plus, which is the ad-free version, visit www.peacocktv.com for more information.

We’re always available 24/7

There are a number of ways we can help you with your service or account questions that are quick, digital, and contact-less. Click here to view your options, including chat with our award winning Xfinity Assistant. If it can’t answer your questions, it will seamlessly transfer you to a live agent for help.

Another 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. I also encourage you to contact me and tell me what you like and ways we can improve.

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.


Tom Karinshak

Executive Vice President and Chief Customer Experience Officer, Comcast Cable

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