Comcast is experiencing a widespread cable TV outage this morning, preventing video customers from receiving national and premium cable networks.
Customers in San Francisco, Sacramento, Boston, Houston and the Washington, D.C. metro area complained on social media about not being able to tune in to certain channels like CNN, USA and HBO.
We are aware of an issue some users are experiencing with their Video service. We are currently investigating and working to resolve
— ComcastCares (@comcastcares) February 15, 2016
Comcast’s customer service Twitter account initially address the problem in a now-deleted tweet, which has been preserved above. A spokesperson later confirmed the issue involved the company’s distribution system located in Denver. Comcast’s corporate distribution solution HITS, which provides cable channels to local Comcast systems and other pay TV companies, is operated out of Denver, though it’s unclear if HITS was the source of the outage.
Local channels, which are often received by Comcast direct from the station, and other services like broadband Internet and home phone service appeared to be unaffected.
Per Comcast’s customer service agreement, cable customers in New Jersey, Connecticut, Maine, New York and Vermont qualify for a bill credit depending on the length of the outage in their area. All other customers can contact Comcast at 1-800-XFINITY or on Twitter at @ComcastCares to inquire about receiving a bill credit for the downtime.