Email Hack

@XfinityBillie I called the number above this morning (Sunday 1/16/2022) after I received a phone call last night at 7:45 from a woman from the Level 2 customer service that had nothing new to tell me. She was rude, condescending and was no help. After that fiasco, I decided that I would call the number above to get some answers. The woman I talked to was polite and told me I should have changed my security question. I changed my password 5 times. Not sure why the many agents I have talked to in the past 3 days didn't tell me to change my security question. Isn't that their job? Besides that she gave me no new information and was going to send me back to the level 2 service agents. I said absolutely not I have already done this and nothing was solved. I wanted answers to why my email was constantly being hacked. I run McAfee on all our devices. We ran many scans and nothing on our end was found.  What does Comcast do to secure their accounts? Comcast is consistently try to blame me for this hacking. Today's agent directed me to the IT department so I could activate FREE service that would put additional security on my email. If this service is free why isn't is on the email service already? I was told it has to be activated by the customer. I did not know this service was available. I am sure that I am not the only one that didn't know this. This makes no sense to me. I am out $100 dollars from my digital gift card, lost all my email that were in my inbox that could have been saved if someone had told me they would be wiped out and at least 5 hours (going on 6) of time wasted. My payment for Comcast services went through this morning. Why should they care when they continue to get their money? Comcast has no repercussions for their inability to keep their services secure. I am still on hold listening to the Comcast music and the voice telling me they care about my call. Yea right! It will take me a while but I will eventually move my email to Google and tell everyone I know that Comcast customer service and security is next to nothing. Today where theft identity rampant their email, security and customer service is no worth anything. If you have important information in your email I would move it to a more secure place. I have been a customer for 16 years. I wont be for much longer. 

EDIT: OMG I sat on hold for 30 min to tell me the security they were offering was the 2 step verification process that I already put in place. I WAS HACKED WITHIN ONE HOUR OF PUTTING THAT ON MY ACCOUNT. I am in shock. It is almost laughable. What a joke! My husband is convinced it is someone on the inside that is helping people hack accounts. I thought that idea was crazy. Today I am not so sure. 

@user_30f62d, I am so very sorry for the frustrating experience you have encountered. We take online security serious, which is why we have our Customer Security Assurance Team who works solely on these issues. I am glad that you are helped by one of our friendly CSA team members and do apologize for any frustration caused by a phone agent. 

Any further questions regarding your email security level should be directed to our CSA team. We want to make sure that this is taken care of by our experts. We do value your loyalty and hope this incident does not affect your tenure with us. Please let us know if there is anything else we may be able to help with. Thank you. 

Unfortunately, you are giving me the same run around. I continue to receive no answers but still am dealing with the lost emails that COMCAST took out of my inbox without any notification. The time, energy and money that this experience has cost me is great. This type of customer care is unacceptable.  Comcast want to say they have good customer care but I have yet to see any.

@user_30f62d​ If you haven't already, change your password immediately.  And, I suggest changing it every day for a week just to be on the safe side.  Make sure you write the new passwords down.  Make the new passwords a combination of upper and lower case letters, numbers, and symbols and do not repeat the passwords.

The CSA is an absolute joke. Been dealing with ongoing hacking/not being able to utilize our services properly since august. I've replaced 13 gateways, 6 set top

boxes, 8 MacBooks, 5 PCs, 4 iPhones, 4 apple watches, 2 AirPods Pro, changed my phone number twice, and even had a rebuild of our account... and I've spoken to over 70 CSA agents. They barely know what an IP Address is and every time I'm passed to them they say "sir, we only help with password resets and changing your Wi-Fi name". OP - if you have the option to switch providers RUN RUN RUN. unfortunately for me, they are the only internet/tv provider at my house. And it's clear the reps have no training to help customers in these situations... like really? You're gonna suggest to the OP to change her password every day for a week? If you even read her post/comments you can clearly see a password reset isn't fixing the problem. Comcast and all its employees should be ashamed of themselves.