Any time bad weather is on the way – and here we go again with the third Nor’easter in as many weeks – we work diligently preparing our systems and teams so we can best serve our customers before, during, and after the storm – all while keeping the safety of our employees a top priority.
What we’re doing:
Before a storm we generally increase the number of technicians on the job. Since Winter Storm Riley earlier this month, we have increased technical and customer support staffing levels to the degree that almost half of our regional employees are dedicated to working the storm. We have already sent crews and equipment to the farthest edges of our service area, like Cape Cod and the Islands, so that they are on hand to begin any necessary recovery work as soon as it’s safe to do so.
Our fleet of trucks are fully stocked with fiber spools, generators and other key supplies. At our facilities, we have refueled and prepped generators and have snow-clearing crews ready and waiting so that we can keep our technical operations and distribution centers running effectively.
Once the storm hits, technicians and engineers in our Network Operations Center in Chelmsford actively monitor the impact of snow, extreme winds and other severe conditions so that we can ensure the best possible network performance. For example, we can quickly pinpoint the source of a potential issue (sometimes before a customer even notices) and send technicians to that location as long as the roads are open and safely passable.
Remember, in the case of power outages, Comcast services generally are restored when commercial power comes back on. However, especially in storms with heavy snow or high winds, line drops (which connect a home to the pole) may get disconnected. We work to replace any drops, or other damaged equipment, as safely and as quickly as possible. In recovering from this month’s previous storms we have replaced nearly 10,000 drops in the last week alone.
What you can do:
While we work to prepare for this next storm, we encourage our customers to do the same. Our free suite of apps for mobile devices can be helpful during any severe weather, especially the My Account app, where customers can get local service updates and information. Also, customers can stay connected to their entertainment and communication services with the Xfinity Stream and Xfinity Connect apps. And, we’ll keep our Xfinity WiFi hotspots open until Friday, March 16th to help residents and emergency responders in New England.
Don’t forget to plug in and charge up mobile devices before the storm hits. And, if the Xfinity Store near you is open for business after the storm and you still don’t have power at home, you are more than welcome to come by, warm up and charge up. We’ll be delighted to see you.
Customers in need can always reach out to us at 1-800-Xfinity or @ComcastCares on Twitter. And follow @ComcastNewEng on Twitter to stay up-to-date on local alerts and events.