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Someone is logged into my account on their xfinity app. How do I kick them off my account?

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Someone is logged into my account on their xfinity app. How do I kick them off my account?

I had used a friends phone while i was babysitting so i could watch tv on the app. I logged into my account on both the Xfinity TV, and the Xfinity Go app. I never logged out, and they are continuing to use my account! Infact theyve somehow added another app onto her husbands phone using my account!!!!! I asked them to log out, which they havent, and i know this because when i go on the app on my phone i am able to see ALL of the movies and shows they are watching!! I have gone into the "Manage my devices" tab, but NONE of the devices with any of the apps downloaded are coming up, including my own Iphone! Ive changed my password, but because they have the "keep me signed in" box checked it isnt logging them out!!! They are clearly taking advantage of me, but i just want to remove my account from their apps! I dont have a way to physically log out so i need someone to help me!! If there is a way to log out of every device using my account i am willing to do that as well. Someone please help me asap as he is now watching Spanish Porn!!!

Accepted Solution

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?


Mhouck526 wrote:
Although I'm glad you helped the original poster, what can everyone else do to rectify this issue? I have someone that is literally not paying for cable anymore, because they can just go on my account and use my information that is saved into their phone. I've changed my password, with no success to this issue. What do I do?

I've deprovisioned all your devices. As long as you've changed your password, the abusive user shouldn't be able to get back into the app. One of the devices on your account (Katie's iPod) had 3 Cloud DVR downloads which will need to be re-downloaded.

 

I'm happy to help but I'm typically on here only during nights and weekends (this isn't my "real" job but pitch in when I can). I'll speak to the product team about making this a customer-facing feature. You can remove downloads via the apps or website under Settings: Manage Devices but that only removes the download, not the device itself. 

 

If any other customers have this frustrating problem, here's how to fix using the normal channels:

Call 800-XFINITY, explain the issue and ask for Tier 2 technical support to "deprovision my mobile devices using X-Ray". Typically, the agent who answers the initial call won't be able to help (they don't have access to the internal "X-Ray" tool). Tier 2 or higher should be able to handle it.

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Service Expert

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?


mgrasso86 wrote:

I had used a friends phone while i was babysitting so i could watch tv on the app. I logged into my account on both the Xfinity TV, and the Xfinity Go app. I never logged out, and they are continuing to use my account! Infact theyve somehow added another app onto her husbands phone using my account!!!!! I asked them to log out, which they havent, and i know this because when i go on the app on my phone i am able to see ALL of the movies and shows they are watching!! I have gone into the "Manage my devices" tab, but NONE of the devices with any of the apps downloaded are coming up, including my own Iphone! Ive changed my password, but because they have the "keep me signed in" box checked it isnt logging them out!!! They are clearly taking advantage of me, but i just want to remove my account from their apps! I dont have a way to physically log out so i need someone to help me!! If there is a way to log out of every device using my account i am willing to do that as well. Someone please help me asap as he is now watching Spanish Porn!!!


change your password. 

Change a Password or Secret Question on My Account

  1. Access My Account at Xfinity.com.
  2. Click on My Account in the top navigation panel and sign in (if not already signed in).
  3. Click on the Users & Preferences tab.
  4. Choose the user account to update.
  5. Access the Basic Settings page.
  6. Click the Change password or Change secret question link in the Username section.



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New Poster

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?

I have changed the password!!! Several times!!! But it's not kicking anything off! I downloaded the app on my phone to check to make sure once everything was changed that I would need to re enter all the log in info, but it didn't!!! It left everything logged in, even though it says at the bottom of the change password screen you'll be signed off everything using the account and have to reenter info or whatever....I've called customer service several times but they can't help me either!!! How is this even possible?!?!?! There's literally no way to get them off my account?!? I don't even know what to do...
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Official Employee

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?


mgrasso86 wrote:
I have changed the password!!! Several times!!! But it's not kicking anything off! I downloaded the app on my phone to check to make sure once everything was changed that I would need to re enter all the log in info, but it didn't!!! It left everything logged in, even though it says at the bottom of the change password screen you'll be signed off everything using the account and have to reenter info or whatever....I've called customer service several times but they can't help me either!!! How is this even possible?!?!?! There's literally no way to get them off my account?!? I don't even know what to do...

Sorry you are having trouble. I used an internal tool to "deprovision" all your mobile and PC devices. Because the apps have the ability to download content, this isn't something we currently make available to customers (for fear of stranding downloads). 

 

The unwanted user should be asked to sign in next time they open the app (as will you since I removed all devices).

 

I notice that you have a total of 4 user accounts in your household.  You may want check those at my.xfinity.com (My Account) to make sure they are all legit and/or update those passwords.

 

Hope this helps put an end to your troubles.

 

-ComcastDan


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New Poster

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?

-Comcast Dan...I need help with the same thing! Please help

New Poster

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?

Please help! I am having the exact same issue and they are charging movies on my account Smiley Sad
New Poster

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?

Although I'm glad you helped the original poster, what can everyone else do to rectify this issue? I have someone that is literally not paying for cable anymore, because they can just go on my account and use my information that is saved into their phone. I've changed my password, with no success to this issue. What do I do?
Official Employee

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?


Mhouck526 wrote:
Although I'm glad you helped the original poster, what can everyone else do to rectify this issue? I have someone that is literally not paying for cable anymore, because they can just go on my account and use my information that is saved into their phone. I've changed my password, with no success to this issue. What do I do?

I've deprovisioned all your devices. As long as you've changed your password, the abusive user shouldn't be able to get back into the app. One of the devices on your account (Katie's iPod) had 3 Cloud DVR downloads which will need to be re-downloaded.

 

I'm happy to help but I'm typically on here only during nights and weekends (this isn't my "real" job but pitch in when I can). I'll speak to the product team about making this a customer-facing feature. You can remove downloads via the apps or website under Settings: Manage Devices but that only removes the download, not the device itself. 

 

If any other customers have this frustrating problem, here's how to fix using the normal channels:

Call 800-XFINITY, explain the issue and ask for Tier 2 technical support to "deprovision my mobile devices using X-Ray". Typically, the agent who answers the initial call won't be able to help (they don't have access to the internal "X-Ray" tool). Tier 2 or higher should be able to handle it.


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Official Employee

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?


Lordr0b wrote:
Please help! I am having the exact same issue and they are charging movies on my account Smiley Sad

I've deprovisioned your devices. If you've changed your password, you should be all set (once you sign back in yourself).

 

If you are seeing movies getting charged to your account, you have a different problem (best managed in the hallway at home). Smiley Happy  There is no way to rent or purchase movies/TV shows via the apps or website.


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Official Employee

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?


334 wrote:

-Comcast Dan...I need help with the same thing! Please help


You should be all set now. 


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New Poster

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?

The installer stole your box! And somehow sold your account access.. Check your acct and match the boxes you have to the boxes they have on record for your account.. This happened to me and after many months of this same thievery, I had to change the whole acct to a different account #..
Service Expert

Re: Someone is logged into my account on their xfinity app. How do I kick them off my account?

Topic now Closed.




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