Xfinity Mobile account showing another person's name, address, and email — two active lines affected

Thanks Justin, I appreciate the straight answer about how regulatory tickets are routed.

To answer your question: no, I have not received any contact yet regarding the FCC complaint. The FCC served it on Comcast on September 15, so I understand it may be early. I'll note here when someone reaches out.

One request while I wait. You mentioned the number lock, and that is the piece I'd most like handled now rather than later. My concern is that my lines are currently associated with someone else's name and email address, and until that's corrected, a port-out request could in principle be initiated by a party who isn't me. If placing a port-out freeze and account PIN on both lines is something the forum team can do without stepping on the regulatory ticket, I'd be grateful — it's a protective measure rather than a resolution, so I'm hoping it doesn't conflict.

If that also has to go through the executive team, no problem, but I'd ask that it be flagged as the first item they address.

For the record on timing: two tickets were opened on September 7, and I was told on a call that day that the lines would be restored to my name within seven days. That period has passed with no contact on either ticket.

Happy to provide the FCC ticket number and my full chat transcript by direct message whenever it's useful.

@user_f5rlf4

The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them by calling CSA Toll-Free Number: 1-888-565-4329.

On September 16, 2026, at 12:17 PM Central, I called Comcast's Customer Security Assurance line at 1-888-565-4329, as referred by an Official Xfinity Employee on the Xfinity Community Forum. The first agent collected my information and existing case numbers and transferred me. The second agent collected further detail and stated they were contacting an advanced team. I made four requests of that agent and asked that each be recorded on my account: (1) a port-out freeze and account PIN on both lines; (2) a security review of how another person's name, address, and email address became associated with my account, and whether any unauthorized access occurred; (3) written confirmation by email of any action taken; (4) a case number for the call. I was then placed on hold. No one returned to the line. The call remained connected for 60 minutes total before I ended it. I received none of the four items requested, including the case number.

Thank you for that information. Did you try to call back? @user_f5rlf4

Not yet, Dena. I ended that call at 1:17 PM and wanted to document it first.

Before I spend another hour on hold, can you tell me whether the notes from that call are on my account? The second agent took all four of my requests and said they were contacting an advanced team. If that's recorded, a callback would be useful rather than starting over with a third agent.

And the specific ask stands: is a port-out freeze and account PIN on both lines something that can be placed from your side, or through a callback from CSA? That's the one protective measure I'm concerned about, and it's now been raised through chat, by phone, and here without being placed.

I'm willing to call back, but I'd like to know there's something on the account to call back about.