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cinbusiness
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3 Messages

Monday, December 23rd, 2024

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No Response for XFi Security unblock request

I have gone through the steps at spa.xfinity.com to have a website removed from the blacklist for Xfi Security suite and confirmed through multiple services that the URL is clean of any malware and does not remain on external blacklists. These requests go back to December of 2023. I receive the confirmation email that the "request was received" but its never unblocked and no one has followed up. 

As it currently sits, anyone who visits my companies website (from an Xfinity) receives a message from Xfi security saying the site is associated with malware and if they want to continue. 

I also tried calling in to Xfinity security support, and they were unable to understand that unblocking my website (locally of my modem only) doesn't solve my problem.

Question

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Updated 

8 months ago

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XfinityThomasB

Official Employee

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2.3K Messages

9 months ago

Good morning cinbusiness.  To investigate the status of this request you would need to contact our Customer Security Assurance team. This team has been established to ensure a safe and secure online experience for Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud and other security issues. The phone number and hours are listed here below. This would be the only team that can provide background on the situation and status. 

  • Business Hours: 8:00am - 12:00am EST, 7 days a week
  • Contact: 1-888-565-4329

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EG

Expert

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113K Messages

8 months ago

The concern is not "accessibility / disability" help related...................... Topic moved here to the proper help section. 

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cinbusiness

3 Messages

Ive been submitting this request for over a year.............................. and I'm willing to post this anywhere to get a response. 

8 months ago

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XfinityThomasB

Official Employee

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2.3K Messages

Howdy cinbusiness, I had replied to your post a couple of minutes after you posted. Take a look at your original post, that reply is waiting for you. It is important to keep an eye on the posts you make here, we have so many talented users, and our corporate team monitors and replies pretty quickly. 

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

8 months ago

0

cinbusiness

3 Messages

I called the number you instructed and was transferred  and authenticated eight times until I landed at the security team after being transferred from the technical team, they had to submit a ticket for escalation. But then they were unable to do so. The security team then transferred me back to technical support. 1 hour 10 minutes being transferred and counting. 

8 months ago

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XfinityAlfonso

Official Employee

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1.9K Messages

Thank you for updating us on what yo are going through, and we certainly don't want to use any more of your time on the phone if it can be helped. We'd like to help escalate this further. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

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

8 months ago

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