Welcome to Xfinity Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,860,179

members

757

online

29,305

topics

Top

New Comcast Security Verification Process?

Regular Contributor

New Comcast Security Verification Process?

This morning i received to our Comcast email account the following message:

 

"Your XFINITY username was used to sign in to a _new device_ 
Here are the details:
Username: [my comcast username was here]
Date: March 17, 2017,  2:25 PM EST"

 

Another identical message was received, except it said 3:38 PM EST.

 

In the body of the email it says to go to the support page if you have a question.

I did and started a chat session.  Speaking with India.

I asked if the email came from Comcast or was a phishing attack.

I was told they cannot check email sent to customers. 

 

I had chosen the subject "email" when I started the chat session.

So what can the Customer Support team that handles _email_ do, exactly?

 

He gave up and directed me to 888-565-4329, "security" he said.

 

I called that number.  Speaking with Costa Rica.

 

As a separate issue, she asked me for my social security number (among other identifiers).

I think I may remember a news article from the past that it is against U.S. federal law for a social security number to to be required where it passes across U.S. borders.  Does anyone remember that?  Why would Comcast have, or want, my social security number.

 

I read them the message (shown above).  I said that I needed some useful information to deal with it.

What type of "new device"?  What IP address? etc

 

She checked and said something that stunned me.

 

She said that there is a NEW verification process that began LAST WEEK that generates these messages.

I said that any well run company would inform customers BEFORE implementing anything like that.

 

And remember that Comcast  _chat_ customer service was clueless about it. 

I know, I could be accused of being redundant.

 

My question for users of this forum is:

Have any of you received similar emails?

 

I was directed to the support page and told to enter "verification" in the question field at the top. That didn't return anything useful.  After experimenting I got a result "Enroll in Two-Step Verification for Signing in".

 

That result has some details.  Unfortunately, Comcast incompetently did not put a date on that result, so I do not know, technically speaking, if it is a new or an old article.

 

For all the money we spend on Comcast, and it's a lot, we shouldn't have to endure clueless customer support and poor webpage results.

Gold Problem Solver

Re: New Comcast Security Verification Process?

You can verify the authenticity of any email claiming to be from Comcast in their webmail using the information in Comcast Email Phish or Legit? How to Tell (and rules for posting)

Regular Contributor

Re: New Comcast Security Verification Process?

> You can verify the authenticity of any email claiming to be from Comcast ...

That 24 step everything-but-the-kitchen-sink document talks about how to tell if an email is _not_ from Comcast.

My question for Comcast _email_ customer support (that's the link I clicked on to start the chat session) was _is_ the email from Comcast (the reverse).  The chat session was a useless effort.  Of course.

It's interesting that I haven't received any more notifications.

In poorly run companies it's not uncommon for developers to prematurely release some new feature.

Clearly that's what Comcast has done.  "Security" customer service knew what was happening and gave a url.  But chat customer service had never heard of it.

1) Train customer-facing employees on the new feature.
2) Inform customers about the new feature.
3) Release the new feature.
4) Briefly overstaff customer service after the release.

 

Xfinity Forum Archive
About the archive project

Xfinity Forum Archive...

This is an archived section of the community.

Content in this area has been identified as outdated or irrelevant.

This change was done in an effort to make the forum easier to use and to keep only the most helpful and recent content active.

Post your questions in the Xfinity Community

Discussion stats
  • 2 replies
  • 514 views
  • 0 kudos
  • 2 in conversation