Comcast: Customers Affected By Outage Can Get Refunds

A cable, high-speed Internet and phone outage that impacted thousands of Comcast customers in Indiana is blamed on storms.

The company said Friday that a power surge from a lightning strike at its service facility knocked out service at about 7 p.m. Thursday evening. Cable and Internet service was restored early Friday morning, but service didn't return for Comcast's phone customers until about 11 a.m. Friday.

Comcast officials said a backup generator failed to kick on because of what they called an external parts failure.


Customers in Marion, Hamilton, Hendricks and Morgan counties lost service, but the company wouldn't say how many were impacted, 6News' Norman Cox reported.

Cable was the first service to return, coming back for customers at about 12:30 a.m. Internet service resumed at about 3:30 a.m.

Comcast regional vice-president Mark Apple said customers will be able to get refunds.

"Absolutely -- we always give credits in times of outage, and we'll be reviewing our credit policy to see how we're going to be able to implement it," Apple said. "We will be giving credit on a case-by-case basis to those who were affected by the outage last night."

Apple said customers who lost service should call Comcast to let them know they have a credit coming.

He said customers should wait a couple of days to ask for a refund, so customer service lines won't be so jammed.

Note: ABC will not permit RTV6 to rebroadcast network shows that Comcast customers missed Thursday night.

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