When every connection counts, you can count on us

Comcast maintains a cross-functional COVID-19 Steering Committee to address business, customer, and employee concerns. This team includes representatives from human resources, communications, legal, environmental health and safety, global security services, and information technology. Leaders from across Comcast continually work to update our existing business continuity and disaster response plans to be consistent with what is known about the nature of COVID-19 and its spread.

Comcast regularly performs business continuity training and exercises to ensure business can continue to operate in situations just like this. In addition, we engineer our network capacity to handle changes in usage patterns, and continuously test, monitor, and enhance our systems and network to ensure they are ready to support customer usage. While these are unprecedented times, network performance remains strong and is operating as designed.

Our network is performing as designed. We are micro-monitoring our network including running 700k+ speed tests most days. Our technology and engineering teams will continue to work tirelessly to support our network operations 24/7 to ensure network performance and reliability. 

Proactive network investment to add fiber and capacity has put us in a good position to manage the increases that we are experiencing today. While COVID-19 is new and unprecedented, the Internet ecosystem is flexible and performing well.

Comcast supports TSP services within businesses of all sizes, including Federal Government and Wholesale channels, for the following Ethernet transport services: Ethernet Virtual Private Line, Ethernet Private Line, Ethernet Network Service, and Cell Backhaul. Beyond TSP, expedited provisioning/restoral is managed through existing service level agreements. Additional details about our TSP program can be found here.

We operate redundant, geographically dispersed Operations Centers (XOCs) that monitor the health of our network and performance of our products and services. XOCs regularly exercise their ability to assume a broader monitoring area if another XOC is impacted by a regional storm, earthquake, or other localized disruption. When an XOC detects a problem in the system, it is supported by several teams prepared to respond. These include service assurance teams that are dispersed throughout our footprint so that a disruption in one area results in support being shifted to other facilities. Furthermore, all our support teams have secure VPN access to monitoring, alarm, and troubleshooting tools, enabling them to address any network or service issues that arise.

We’ve asked every employee who can work from home to do so. Our employees are vital to ensuring that our customers continue to have access to the Internet and other services they need to stay connected.

While transitioning thousands of customer service representatives to work from home, there are employees who cannot work remotely. This is because they are needed on-site to keep your services running. We have new policies and guidelines in place to help keep them safe. Our supervisors are reinforcing public health guidelines with every employee, including Comcast Business technicians. Please know that if employees are feeling unwell, they are not to report to work.

We are monitoring updates to the CDC’s Interim Guidance for Businesses and Employers to Plan and Respond to Coronavirus Disease 2019 (COVID-19) for advice on how to handle employees showing symptoms of acute respiratory illness.

We are still scheduling service appointments. We are taking precautions regarding technicians who handle appointments, including the use of face masks, and will need to reschedule appointments if your business employees are sick, have been quarantined, or exposed to or are being treated for COVID-19. Contact your account team if you need to cancel or reschedule. During service appointments, we request that you and anyone in your business wear a facial covering, and we require that you maintain ten feet of social distancing while our technicians are present. Please be aware that in some states, masks are required to be worn by customers according to state mandates. Our technicians will also practice social distancing and are required to wear a facial covering at all times while in customers’ business locations. We will continue to monitor the situation in each area and will notify you if circumstances change in your area.

At this time, we have no known issues that could affect our ability to meet customer needs but realize this could change on a daily basis.

Your Comcast Business account team will be your primary point of contact, responsible for communications about any impairment that could affect customers directly. Because of the confidential nature of the material our business continuity plans contain, we do not share these plans with individuals outside the organization.