Received a postal letter saying we need to visit comcastupdate.app and download a Gateway update

Hello @fspiridigliozzi, thank you for taking the time to leave a post. Sorry to hear about your experience. I can certainly understand why receiving a letter like that would be concerning, especially when it instructs you to visit a website and download software to your gateway. It's always a good idea to be cautious before clicking links or downloading anything. Based on what you've described, we would not expect customers to manually download gateway updates through a third-party website. Xfinity gateways typically receive firmware and security updates automatically. We appreciate you taking the time to question the legitimacy of the letter rather than acting on it immediately. For your security, we recommend not visiting the website or downloading any files. We can review the account and check for any documented equipment-related notifications. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

How to send us a direct message: 

1. Click "Sign In" if necessary. 
2. Click the "Direct Messaging" icon. 
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support." 
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
6. An "Xfinity Support" graphic will replace the "To:" line. 
7. Type your message in the text area near the bottom of the window. 
8. Press Enter to send it.