Xfinity Leadership Update 04-16-2020


Committed to keeping you



To our customers,

I hope you and your loved ones have remained safe and healthy during this extraordinary time. We understand how important it is for you to stay connected and are working hard to continue to serve you, while keeping our teammates and customers protected. We’ve made a number of changes to our operations over the last few weeks as this pandemic has evolved. Here’s what we’re doing:


Supporting our Teammates

We are doing all we can to support our employees who live and work in the local communities we serve, including the following:


We have provided call center representatives and other employees with new work-from-home tools such as laptops and other equipment so they can continue to work even when their normal office is temporarily closed. At this point, over 90% of our call center employees are working from home.


Redeployed and retrained thousands of retail and direct sales representatives to allow them to perform other company functions that they can do safely from home even as their regular jobs are impacted.


Changed work processes and safety protocols to enable employees whose jobs are outdoors or in essential network operations centers to continue to work safely.


Across Comcast, NBC Universal and Sky, we have committed $500 million to support employees through continued pay and benefits where operations have been paused or impacted.



Meeting Customer Needs


We continue to focus on network reliability and performance. Our network engineers and operations centers continue to work 24/7 to meet shifts in usage patterns and increased network traffic. You can learn more here about how our network is performing at this time.


There are new online tools to support you. We have improved our tools, so it’s faster and easier to get personalized support and manage your account online. You can learn more about these tools here and at the end of this email.


Peacock, a new streaming service from NBCUniversal, will be available to you this month, at no extra cost. Peacock is coming exclusively to Xfinity customers, before it debuts more broadly this summer. Peacock will offer original programming; on-demand libraries of popular TV shows including 30 Rock and Parks and Recreation; favorite films from Hollywood’s biggest studios including Shrek and Meet the Parents; and other content including news, sports, late night and reality TV. Peacock Premium will be available to you at no extra cost, a $4.99 per month value. Learn more here.


We have made it easier for you to find news and home essentials. The Inside Guide has launched, where you can see a range of information including helpful tips on fitness, cooking and more. Say “Inside Guide” into your Xfinity Voice Remote to access it. Say “Coronavirus” to stay up to date with the latest local and global news and information.


New free entertainment is now available for you. You can enjoy a great lineup of free entertainment from more than two dozen providers, including HBO, Epix, kweliTV, Brown Sugar, and Cinelatino. To access free entertainment, say “Free” into your Xfinity Voice Remote.



Protecting our Employees and Customers

Thank you for your continued patience as we implement new procedures to help keep our customers and our teammates safe.


We have changed our retail store opening times and temporarily closed many stores. To ensure the health of our teammates and customers, we have closed many locations, and for those that remain open, we have reduced their hours of operation. Services offered in-store are currently limited to equipment exchanges, kiosk bill payments, new Internet equipment pick-up and mobile device replacement orders for ship to home. Please check online for hours and status before heading to a store.


Our technicians are following new safety protocols for home visits. Xfinity technicians will now drop off equipment, do outside work and troubleshoot by phone if necessary. They will only enter a customer’s home and repair the primary outlet if service is not working. If technicians must enter the home, they will follow CDC guidelines and keep at least a six-foot distance from customers. If unable to maintain social distancing, they will cover their face with a mask or cloth as required by state or local law, or if requested by the customer.


We will also continue to do our part for the broader community through our Internet Essentials program and free use of our WiFi hotspots. For details on these programs and additional updates on our response to COVID-19, please visit

Thank you for continuing to trust Xfinity to keep you connected. I wish the best to you and your families.



Dave Watson
President & CEO
Comcast Cable