Protecting Yourself From Fraud

We’re committed to helping you stay protected

Protecting you is one of our top priorities, and we have dedicated significant resources to keeping your account safe and secure. We have multiple layers of security that automatically detect and block hundreds of thousands of cyber events every second and a team of security experts who work to protect you 24 hours a day, 365 days a year.

Protecting Yourself From Fraud

Your first line of protection is to enable two-step verification on your account. This extra step will help keep your account safe, even if someone gets your password. Once you enable two-step verification, we’ll text or email you a verification code before we allow an unrecognized device to sign in to your account. Remember: Never share your verification code with anyone. Learn more about two-step verification here.

Also, you can manage and control your Xfinity account settings such as your username and password, authorized users, parental controls, saved payment methods and more through your account.

There are additional ways you can be proactive to ensure protection of your Xfinity account. First and foremost: Trust your gut. If a communication, whether it be an email, text message, or phone call claiming to be from Comcast or Xfinity, seems suspicious in asking for payment or personal information, call us at 1-800-xfinity (1-800-934-6489) to verify if the communication is legitimate.

Common Fraud Techniques

Bad actors may also try to impersonate Xfinity representatives or websites to obtain your personal information. Here are just a few ways to identify potential threats:

• Fake payment requests
  • Xfinity will not request a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo, or Zelle®. If you receive an unexpected call, text, or email requesting that you make a payment on your account, we recommend you check your account balance first and then make a payment directly through the Xfinity website or thru the Xfinity app.
  • Xfinity representatives will never ask for your username and password over the phone.
  • Bad actors may have gained access to your personal information such as address, account number, balance due and even last payment amount on your Xfinity bill. Always confirm you are interacting with authorized Xfinity representative before engaging in any transaction.  
  • When instructed to make a payment through a link in an email, be sure the webpage you are redirected to is secure. To do that, simply click on the lock symbol in the address bar to verify the connection is secure. 

• Deceptive emails and phone calls
  • Bad actors rely on misdialed phone numbers or making imposter calls from similar numbers to obtain your account and payment information. If you’re unsure whether the person on the line is an authorized Xfinity representative, hang up and call 1-800-xfinity (1-800-934-6489).
  • Xfinity uses multiple levels of review to ensure the accuracy of our emails, websites and text messages. If you see a misspelling, low-resolution image or graphic, or other mistakes and inconsistencies, delete the communication, navigate away or contact us.
  • Always check the email address of the sender. If the email has an unrecognizable address but claims to be from Xfinity, don’t trust it.
  • Never open links or attachments in unsolicited emails or text messages. They may execute a disguised program such as malware, adware, spyware, or viruses that can damage or steal your data.

• Misleading websites
  • Some bad actors purchase similar website addresses to Xfinity – often with subtle typos or misspellings – to take advantage of people who accidentally navigate to those sites. Once there, they may prompt you to make fake purchases, confirm or update your account credentials or install malware on your devices.  
  • These sites may be accompanied by creative replicas that look like popular websites like ours – or that of an authorized Xfinity partner – and may request you to confirm or update your account credentials. Always double-check that the web address you’ve typed into your address bar is correct. The correct address for Xfinity is xfinity.com.

Reporting Fraud

You can also find more tips on how to avoid scams, what to do if you were scammed, and how to report fraud, scams, and bad business practices by visiting the Federal Trade Commission’s Consumer Advice website.

Lastly, if you feel like you or someone you know has been the victim of phishing, spam, online fraud, phone scam, or another security issue, related to an Xfinity account, click here, to let Xfinity know about the abuse. You can also stay up to date on topics related to Internet security such as known Xfinity security alerts and top phishing scams here. 

Additional Information

https://www.xfinity.com/support/articles/protecting-from-fraud