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Stay connected through service outages (Answered)
Whether it’s network maintenance, severe storms, or other unplanned outage events, we know staying connected is critical for running your business. Access the Comcast Business Service Status Center to quickly check the status of your subscribed services. The Service Status Center detects the status of Business Internet, TV, Voice, Voice Mobility, and Business VoiceEdge Select™ services. Within the Service Status Center, you can also check the connection status of your Business Internet modem, learn about scheduled maintenance that may affect your service, and access tips and resources to help stay connected in the event of a service interruption.
If you’re experiencing a service interruption, sign up for an outage resolution notification in My Account to receive a text message when your service is restored. My Account users with the role of “Primary Manager” will also receive outage notifications so long as they have added their mobile number to their user profile. Likewise, Primary Managers will also automatically receive text messages notifying you of certain planned service interruptions resulting from Comcast Business network enhancements.
Our Comcast Business Support Representatives are available to help 24 hours a day, 7 days a week at (800) 391-3000.
Internet
If you are having Internet connectivity or device issues, you can log in to My Account to check your device connectivity.
Options for quick troubleshooting
- Electricity is necessary to power your gateway or cable modems. If you have electricity and it is still not working, try restarting your modem to resolve the service issues.
- Stay connected during an outage with Xfinity mobile hotspots. Sign in using your My Account credentials to access the Internet. Find a hotspot near you. Note: The Xfinity mobile hotspot is not the one that comes with your Modem.
If you experience a loss of service, your local utility provider must restore power before our technicians can start restoring your services. We’ll get you back up and running as soon as possible. Once your power has been restored, restart your modem to reestablish your connection.
Voice
There are several solutions for our different voice services: Comcast Business Voice, Voice Mobility, Comcast Business VoiceEdge®, Comcast Business VoiceEdge Select™, and Comcast Business Trunks - PRI or SIP.
Comcast Business Voice, Voice Mobility, and VoiceEdge Select troubleshooting
- To avoid missed calls during an outage, enable one of our Call Forwarding features. Remotely configure call forwarding through My Account or the Comcast Business App.
- To dial 911 in an emergency, keep a corded landline phone on hand. Unlike cordless phones, these phones don’t need a separate power source to operate since they plug directly into the wall (RJ11 outlet).
- Ensure your backup battery is working. Comcast Business provides a backup battery for all Business Voice and Voice Mobility customers. The battery provides up to eight hours of standby time and up to five hours of talk time. During an outage, make only necessary calls to preserve your battery. Learn how to troubleshoot, install, or order a battery.
Please Note: As of July 8, 2022, VoiceEdge Select is no longer available. Please refer to Comcast Business VoiceEdge for your Business Voice needs.
Comcast Business VoiceEdge troubleshooting
With Comcast Business VoiceEdge, your services are hosted in the cloud, which means your Auto Attendants and voicemail features will continue to work during an outage. However, if you lose power at your location, your phones will not ring, and you will not be able to make outgoing calls. To turn your personal phone into your work phone, download the Comcast Business App.
- Call Forwarding Not Reachable: This feature will automatically route calls to a pre-defined number in case of any outage. Set up and manage this feature in your Business VoiceEdge User Dashboard.
- Be Anywhere: This feature allows you to integrate your VoiceEdge service with a mobile device, and use it to receive or make calls. You can also transfer live calls from your mobile phone to your desk phone anytime. Be Anywhere features and settings.
- Voicemail to Email: Receive your voicemail messages written out in email form so you can access their content anywhere. Set up this feature in your Business VoiceEdge User Dashboard.
View our user guides and video tutorials to help manage additional phone settings and features.
Business Trunks – PRI or SIP troubleshooting
- With our PRI service, you have the option to utilize the Destination Unreachable and Call Forwarding Not Reachable features, which re-route incoming calls made to your trunk group to an alternate destination. This feature only needs to be activated once.
- With our SIP service, you can utilize Call Forwarding Not Reachable and Failover to give your business the reassurance you will not miss a call.
To activate these features, contact our Business Trunk Technical Support at (800) 741-4141.
TV
If you're in an active outage that's affecting your Comcast Business TV service, sign in to My Account and enroll in text message notifications for real-time updates.
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