ckritz's profile

Visitor

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5 Messages

Thursday, January 4th, 2024 5:19 PM

Closed

Comcast email accounts hacked

Had multiple issues with Comcast emails accounts. Locked out and unable to login and/or change password. Endless loop of no help.

 Finally deleted accounts on PC and rebuilt each account. Now getting daily spam, phishing emails directed at only Comcast email accounts. Have Comcast email servers been compromised??? Very, very poor customer service including forum postings that cannot be replied to, no compensation for hours and hours of attempting to reestablish these accounts with little or no customer service.

Official Employee

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893 Messages

11 months ago

Hello, @ckritz thank you for taking the time out of your day to create a post, you have contacted the right place for assistance with your email concern. We definitely understand the importance of account security, here are some great tips to ensure your account security: https://www.xfinity.com/support/articles/protecting-from-fraud.

 

If you're afraid your account has been compromised, you can reach out to our great Customer Security Assurance experts at 1-800-Xfinity, or https://internetsecurity.xfinity.com/help. You may need to use an incognito window to access the website, I found it works better using that. 

 

In regard to the email receiving unwanted communications, you can set up filters on your xfinity email to only receive the ones you want: https://www.xfinity.com/support/articles/spam-filters-and-email-blocking-new-experience. 

1 Message

Checking box spam filter DOES NOT WORK

I spent 3 hrs on phone with xfinity, sent spam emails to abuse comcast, set up "safe list"  but now any email I forgot I won't get!

xfinity us doing NOTHING to help.

Official Employee

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1.4K Messages

@user_23mh70 did you work with our Customer Security Assurance team directly? Their contact information can be found using the link provided in Justin's message. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

11 months ago

I did receive communication from Comcast verifying their email system was compromised several months ago. Why did it take several months for me to be notified??

Why did Comcast make it so difficult for me to update my passwords???

Will I be compensated for my loss of service and for the hours and hours I have spent to remedy a situation that was Comcast's failure to secure their email service???

Official Employee

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2.5K Messages

@ckritz If you would like to know more about the incident, please visit xfinity.com/dataincident. If you have additional questions, you can reach out by calling 1-888-799-2560

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

11 months ago

Thank you for the link. I am familiar with Comcast's security breach. You have not addressed my request for compensation for our time involved resolving the issue on our end. In addition as the loss of use of a service we contractually paid for, but we were denied reliable, secure access.

Official Employee

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1.1K Messages

Were your services down or are we still talking about the email? There isn't a line item charge for email as it comes free with our internet service. We wouldn't be able to provide compensation for it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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5 Messages

@XfinityNicolas​ - Locked out of an email account with a poorly designed password recovery (circular loop of no action) is extremely poor customer service. I guess you are saying since Comcast doesn't charge for customer service, it will not be provided to paying customers. I'll look into the Class-Action lawsuit against Comcast. 

Very, very poor customer service Comcast.

1 Message

11 months ago

My emails are missing again, I saw them

in my phone last night this morning they are missing and I haven’t deleted any emails recently has my account been hacked again? 

Official Employee

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376 Messages

Hello! Thank you for taking the time to reach out to us. I apologize that you have experienced issues with your emails. I'd love to assist you. When accessing your emails, are you using the Xfinity App, or Xfinity online at Xfinity.com? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

9 months ago

Yesterday I contacted Xfinity at 1:11 pm (CST) about my service not working. The person I started talking to just wanted to sell me a new up graded package (for more money) and wasn't interested in my problem of no service. I will admit to being short with him and we had some exchanges of words. I gave my information and he told me it would be restored in 15 minutes. Thirty minutes later I called another Comcast number I had and an automated message said the they are working on the problem and would be restored around 3:20pm. I later saw a Xfinity crew working across the street. I received an email saying it was restored at 3:55pm. I went on line about 30 minutes later to check my email and couldn't login. My email password didn't work, I tried several times before in resetting my email. When I finally opened my email I saw that there was an email from comcast telling me that I had successfully reset my account password at 1:14pm. This is impossible since I didn't have any service and judging by the time of the reset email (1:14) I can only assume that the Xfinity employee was getting even for our confrontation by changing my password. 

I tried contacting Comcast again to request a refund for the down time (which was provided ,thank you) and file a complaint about my email account being hacked. The automated answering system gave me a total runaround before connecting me to a representative who then transferred me over to a technician who was totally clueless to what I was explaining and finally blamed it on my Motorola Modem being hacked (how could it be, it was off line from the work being down outside).

I've been a Comcast customer for over 30 years and I find this whole event unacceptable and as soon as my contract is up I will be looking for another provider.    

Official Employee

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1.2K Messages

Thank you very much for reaching out to us here @Chgohawk. That is certainly not the experience we would like you to have with our service or agents. I would be happy to look further into that for you from here if you could send us a direct message with the full name and complete address for your service. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Contributor

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136 Messages

I am getting approximately 100 SPAM/Phishing emails a day(thanks [Edit: Inflammatory]). I've set up filters to block domain names, it just puts the email in the SPAM box. Blocked means blocked, not I'll put it somewhere else. Setting up filters is useless because a small number of non-spam emails get set to SPAM folder. So I have to either 'weed' SPAM out of my Inbox or 'weed' NonSpam out of my SPAM box, either way I'm looking for SPAM. Prior to [Edit: Inflammatory] I got 1 or 2 Spam/Phishing emails a day, now it's over 100.

(edited)

Official Employee

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1.9K Messages

Hello @douglashh, that is quite a bit spam to be navigating, so I'm sorry this has been your experience. I'd love a chance to work with you and help turn things around. I see you mentioned reporting these emails already, but I want to make sure we're on the same page. We do have a dedicated team that handles these types of concerns. Have you reported the emails in questions to their Website?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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