Frequent Visitor
•
15 Messages
Received calls and texts that seemed legit, now being told they are scammers?!
I used the Xfinity app to troubleshoot my down internet/TV an schedule an appointment. After running through the steps a few times the app suggested there was an issue that need a tech visit and offered to schedule one, which I proceeded to do. I received a text shortly after confirming my appointment, all is well so far. 15 minutes later I receive a phone call from 855-433-2886 and the person on the other end identifies themselves and an Xfinity employee, asks for me by name and references my appointment that I just scheduled. They tell me they have located an issue on their end that will fix my problem and ask me to check my internet. It was connecting intermittently at this point, they tell me they are sending a refresh signal that should fix everything and have me verify that it connects. Once it does they ask to cancel my appointment which I agree to. My appointment cancelation is confirmed by a text from the same number that confirmed the appointment previously.
Shortly after my internet cuts out and is out for much of the day. I use the Xfinity app again to try to troubleshoot and after MULTIPLE failed attempts it connects me to an agent to chat with. The agent asks me the same questions the app has been which is extremely frustrating at this point. I ask about the call I received earlier and my canceled appointment, wondering why I was asked to cancel if there was still ongoing issues. The agent takes several minutes to go through my account and then states that NO ONE FROM XFINITY HAS CONTACTED ME TODAY AND THAT ANY CALLS I RECEIVED WERE FRAUD!!!! I explain that the call came from an Xfinity number, they knew my name, account info and appointment schedule and were able to cancel my appointment and text me from the same number that confirmed it, are we absolutely sure this is fraud?! The agent confirms, in no uncertain terms that no, no one from Xfinity has contacted me to cancel an appointment and it was fraudulent. I again restate how much information the person calling me had before talking to me and how much control over Xfinity systems they had and the agent confirms again that this was a fraudulent call. I ask if I should be contacting the FBI and am assured that their security team will handle it and I will hear from them shortly.
I still have not heard from anyone and am at a loss as to what my next move should be here... If this is a breach it is truly of epic proportions and if it is a mistake it is ALSO of epic proportions and my confidence has been completely eroded...
XfinityPeterH
Official Employee
•
1.3K Messages
8 months ago
@Fidhle007 thank you for your post. We do have a team that will give calls from time to time to see if the issue has been resolved and to confirm if an appointment is still needed or not, so no need to worry about that aspect. What I do want to confirm is are your services still having issues. Please let us know if you still need support as we are always here and happy to help.
8
0
user_tfe84f
2 Messages
5 months ago
Same thing is happening with me today. If they are not from Xfinity, how on earth they are able to access my appointment details, address etc. I am feeling there was data breach at Xfinity end and it was not communicated.
1
0
user_2zm92u
1 Message
4 months ago
If there is ever a problem like this with internet or phone, you contact the FTC Federal Trade Commission, you can file a case on line with them, I did this with a person who kept calling my phone pretending they were with Social Security and my # was used in fraudulent activity, I knew it was a scam, they actually called me again and got very angry when I told them I had registered their number with the FTC, because now they will have to route their scam calls through a different #, in your case the call was more than likely legit, unfortunately it seems Xfinity and the power company have the same automated assistant who places you in a perpetual loop of insanity until you finally get an actual person, they are testing our limits, but when you schedule a service call the tech should check back with you to make sure things are fine before leaving but they don't, so you have to start all over again, we need to email our elected officials to enforce anti-trust laws to break up these conglomerates and allow other companies to provide service, maybe then providing good service would return. I hope things work out well for you.
0
0
Starbaby1
Visitor
•
2 Messages
4 months ago
Happened to me too, just now. The guy mistakenly answered the phone "Hello."
0
0
user_alg9ti
1 Message
4 months ago
The same thing has happened to me on at least 2 occasions including 2 days ago. The first time they claimed that they fixed the problem but refused to tell me what they may have done. This was a TV issue and the defective box wasn't even connected when he claimed to have fixed the issue. Caller couldn't get off the phone fast enough. Box was defective per tech who came out..
The calls for the previous last 2 days never got through due to NoMoRobo service. They're obviously using an auto dialer. Whoever called in the past was rude and obnoxious. If they're legit why can't they answer the NoMoRobo required input?
There are so many intermittent issues with my service but I don't report because if you can't reproduce they won't set up an appt.
3
0