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user_e586ee
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11 Messages

Tuesday, December 7th, 2021 10:35 PM

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Is it normal for Techs to ask for your wifi password & ask to use your computer?

I've had 3 technician visits in the last 5 days, and each one repeatedly asked for my wifi password at least 3x to log in to my network.  Today's tech also wanted to get on my laptop himself.

I was told by many past techs that it was an Xfinity/Comcast company policy that this was a big no-no -- Techs were not allowed to access their customers' networks directly.  Wondering if anyone else encountered this, and what the company policy really is.

Thanks.

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Updated 

3 years ago

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CCAmir

Gold Problem Solver

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7.2K Messages

3 years ago

Hi user_e586ee, thanks for reaching out to us here with this concern. Our techs are well equipped with thier own tools to help troubleshoot your connection issues but if you are having trouble with a specific website or function on your equipment a tech may ask for your credentials to help troubleshoot the problem. This is not common but I have seen it happen with my own eyes at my home :) After they should prompt you to change your password for security reasons. If this is the case there's nothing to worry about. 

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user_e586ee

Visitor

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11 Messages

@XfinityAmir Hi Amir.  No, I wish, but that wasn't the case.  the first one left w/o restoring my internet, and never asked me to reset it.  I did that on my own after he left.

3 years ago

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CCAmir

Gold Problem Solver

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7.2K Messages

Thanks for reaching back out here with this infroamtion user_e586ee. I am sorry that we may have missed a step on your first visit but it sounds like the second tech came in and fixed the issue while educating you on next steps. This is how we would want every ineraction to go. We have some amazing people on our Xfinity team so I am sure the first encounter with our tech was a one off that we will certainly provide feedback to our tech about.

 

We appreciate you taking the time out of your busy day to express your concerns with us here, your feedback is much appreciated and needed to help make your Xfinity expereince one of a kind. If there is anything else that we can assist you with please don't hesitate to ask, we are here for you 24/7. 

I no longer work for Comcast.

3 years ago

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