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user_a5ee8b
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18 Messages

Friday, January 12th, 2024 10:49 AM

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Security upgrade fee

My modem is going off and on. A rep from Xfinity told me I was supposed to have paid a$100 security upgrade fee last June and it needed to be paid to fix my modem issues. He said it would take 2 hours and I needed to give my credit card number up.is this a scam?

Question

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Updated 

1 year ago

112

3

XfinityAirelle

Official Employee

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2.7K Messages

2 years ago

 

user_a5ee8b 

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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user_ezwb2u

2 Messages

1 year ago

This just happened to me as well? What the heck is going on Xfimity?

1

XfinityDilary

Official Employee

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2.4K Messages

 

user_ezwb2u I'm sorry to hear you're experiencing a similar issue. This sounds like a possible scam. We do not charge a security upgrade fee. Did you contact the Xfinity rep via chat? Or by phone? How is this interaction taking place? 

 

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

1 year ago

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user_ezwb2u

2 Messages

1 year ago

I had email that said my bill was pass due but i knew my account had a $0 balance and when I chatted they made me call. So I called and waited. Then this really pushy guy said that I need to pay a one time security update of $100. I said I already paid that when I signed up. He proceeded to say that my security expired  and I need to pay or else I won't have security on my internet and I and service calls would be charged high amount. I've already paid this when I signed up. Why should I have to pay again. Same account none of my services has changed.  I just hung up on the very pushy guy wanting my credit card over the telephone.  What is happening Xfinity. Is there a crook in your company trying to steel my money? Get it together people!

1

XfinityDilary

Official Employee

 • 

2.4K Messages

Thanks for the information. Let's take a look here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

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