Call Comcast at 1-800-934-6489 to report an outage or check if one is affecting your area
When your Comcast internet or TV goes down, the fastest way to get help is to call their customer service line at 1-800-934-6489. This number works for both internet and TV outages. Have your account number or the phone number associated with your account ready when you call — it speeds up the process and lets them pull up your service address right away.
The automated system will ask you to confirm your address and service type. If an outage is already known in your area, the system will tell you when ready and give you an estimated time when service should return. If no outage is recorded yet, the representative can check your modem and router status remotely, or schedule a technician visit if the problem is at your location rather than a widespread outage.
Wait times are usually shortest in early morning or late evening. If you call during peak hours (late afternoon and early evening), you may wait 15 to 30 minutes. The system will offer to call you back instead of holding — this is a real option and worth taking if the wait is long.
Key Takeaways
- Comcast's outage phone line is 1-800-934-6489, and the automated system can tell you within seconds if an outage affects your address.
- Have your account number or the phone number on your account ready before calling, so the system can locate your service address quickly.
- If an outage is confirmed, Comcast will give you an estimated restoration time; if no outage is found, a technician may need to visit your home.
- The callback option during long waits is a real feature — you do not have to hold on the line for 20 minutes.
- Text and online reporting are available through the Comcast app or website, but the phone line is fastest for getting a real answer about outage status.
Check outage status online or through the Comcast app before calling
Comcast has an outage map on their website at comcast.com/status that shows known outages by zip code. You can enter your address and see whether an outage is reported in your area, how many customers are affected, and the estimated time service will return. This takes 30 seconds and does not require you to log in.
The Comcast app (available on iOS and Android) also shows outage status if you log in with your account. The app will send you a notification if an outage starts affecting your address, which is useful if you are away from home. However, the app only works if your internet is already working — if your connection is completely down, you will need to use your phone's cellular data or call instead.
These online tools are good for checking status, but they do not always show small or very new outages right away. If the map says no outage is reported but your service is still down, calling 1-800-934-6489 is the next step.
What happens after you report an outage
When you call or report online, Comcast logs your report and adds it to the outage ticket for your area. If you are the first person to report it, this creates the ticket. If others have already reported it, your call confirms the outage is affecting multiple homes and may bump up the priority.
For widespread outages (affecting hundreds or thousands of customers), Comcast dispatches repair crews to the network equipment serving your neighborhood. These outages usually last 2 to 8 hours depending on what failed and how many crews are available. Comcast will update the estimated restoration time as crews make progress.
For outages affecting only your home or a few nearby addresses, a technician will be scheduled to visit. This typically happens within 24 to 48 hours unless you pay for a same-day appointment. The technician checks your modem, router, and the line coming into your home, and can often fix the problem on the spot.
Troubleshoot before calling if you have a few minutes
Before calling, restart your modem and router. Unplug the modem (the box that connects to your wall outlet), wait 30 seconds, and plug it back in. Then do the same with your router. Wait 2 to 3 minutes for both devices to fully restart — you will see lights on the front of each device cycle through different colors as they boot up.
If your modem has a red light or no lights at all after restarting, that usually means the problem is with Comcast's network, not your equipment. If the lights come back on normally but you still have no internet, check whether other devices (phone, laptop, tablet) can connect to your WiFi. If they cannot, the problem is likely your router. If they can connect but have no internet, the problem is likely Comcast's network.
This troubleshooting takes 5 minutes and can save you a phone call if the problem is just a loose cable or a router that needed to restart. But if you are not comfortable doing this, or if you have already tried it, calling is the right move.
What to do if you cannot reach anyone by phone
If the phone line is completely busy or you cannot get through, try the Comcast website at comcast.com/support. You can report an outage through their online form, and they will send you updates via email or text message. This is slower than calling — you will not get an when ready answer — but it creates a record of your report.
You can also reach Comcast through their social media accounts on Twitter (@comcastcares) and Facebook. These channels are monitored during business hours and can sometimes escalate outage reports faster than the general phone line, especially if the outage is widespread and the phone system is overwhelmed.
If you have a Comcast business account (not residential), use 1-800-391-3000 instead of the residential number. Business outages are handled by a separate team and may have different wait times.
Billing credits for outages lasting more than a few hours
Comcast does not automatically credit your account for outages. However, if an outage lasted more than 4 hours and affected your service significantly, you can request a credit by calling 1-800-934-6489 and asking to speak with a billing representative. Have the date and time of the outage ready.
The credit is usually one day of service charges (roughly $2 to $5 depending on your plan) and is not may provide — it depends on the representative and the reason for the outage. Outages caused by weather or damage to Comcast's network are more likely to result in a credit than outages caused by equipment failure at your home. If you are denied a credit and believe you should receive one, you can ask to escalate the request.
Some states have regulations requiring credits for outages over a certain length, but these vary by state and by whether you have a residential or business account. Comcast will tell you during the call whether you are in a state with such requirements.
Frequently Asked Questions
Is there a different number for internet outages versus TV outages?
No. The same number, 1-800-934-6489, handles both internet and TV outages. When you call, the automated system will ask which service is affected, and it will route you appropriately. If both are down, you only need to call once.
What if my outage is caused by weather or a car hitting a pole?
Call 1-800-934-6489 and tell the representative what happened. Comcast will prioritize the repair based on the type of damage. If a pole or line is damaged, they may need to coordinate with the utility company or local authorities before repairs can begin. The estimated restoration time will reflect this.
Can I report an outage through text message?
Comcast does not have a dedicated outage reporting text line. You can use the Comcast app, the website at comcast.com/status, or call 1-800-934-6489. Some areas may have local Comcast numbers, but the 1-800 number works nationwide.
How long do Comcast outages usually last?
Widespread outages affecting many customers typically last 2 to 8 hours. Outages affecting only your home or a few addresses may last 24 to 48 hours if a technician visit is needed. The estimated time given when you call is usually accurate within an hour, but weather or unexpected complications can extend it.
What if the outage map says service is restored but I still have no internet?
Call 1-800-934-6489 again. The map may not update when ready after service is restored to the neighborhood. If the outage is confirmed as resolved but your home still has no connection, a technician will need to visit to check your equipment or the line to your home.