Visitor
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1 Message
router update scam
I just got a call from someone claiming to be with Comcast Xfinity saying they that there were pending updates to my router that needed to be installed. Seemed strange to me so I asked her to confirm my account which she did. As I was verifying it she hung up. Is was the correct account number so either it was a legit call or my account info has been compromised. My guess is it was compromised. My question is whether or not this was a legitimate call or not?
EG
Expert
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105.7K Messages
3 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.
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XfinityTony
Official Employee
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860 Messages
3 years ago
Hello @user_89dde4! Thank you for taking the time to reach out to us. We can definitely check to see if there are any call logs for you. Can I get you to go ahead and click the Direct Message icon at the top and then compose a new message to "Xfinity Support" with your name and address so we can start digging into this? Thank you!
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user_a1d4cf
Visitor
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1 Message
3 years ago
I too just got a call "We recently upgraded our servers to 5G" he tells me, "and we tried repeatedly to update your router, but cannot. I'll be providing the technical support to get this done. How many devices use your network?"
I was vague in my answers, as within a few moments the call was disconnected abruptly.
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user_a9ce91
Visitor
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1 Message
3 years ago
I also just got a call from a random mobile number about my router needing an update because some services have been cancelled. I hung up because I was suspicious of the call.
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user_d352ac
Visitor
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3 Messages
3 years ago
I just got a call from a person claiming to be from Comcast saying my router is not 5G. (5g is cell phone which was weird but I wanted to learn more.) The guy tried to get me to give him access to my computer via team viewer. (I hung up once I saw this because I knew this was a scam.) I can give you a phone number but it was most likely spoofed.
Carl
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user_2e87c7
Visitor
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1 Message
3 years ago
I just had a call from 2 numbers: [Edited: "Personal Information"] and [Edited: "Personal Information"]
They claimed to be xfinity workers trying to understand why my recent update did not go thru.
I was confused.
They had me go off site after completing the speed test on xfinity's site.
They told me to press Ctrl windows and R.
Xfinity has almost no way but here to explain this horror to them.
Ive tried multiple times to contact and I keep getting sent to this computer bot who wont give me an operator or agent or technical support.
So Frustrating.
I played dumb. I
was frustrated and felt like things were off.
Id already learned this vibe in the past with fraudsters...
I've had this happen before when I bought a new laptop and it was having an issue. I brought it into a store and the service people sent it home with me. I got a pop up asking me about the health of my laptop. I felt it as legit. I was wrong. He gently guided me to open windows and watched him begin to sort thru all of my personal info screen after screen until I realized he was looking for personal info and I then just turned the computer off. I was so scared. I promptly brought the laptop back to the corp store and complained that this was from the inside out. They would have no reason to look into my quick books files. The Corp store gave me a coupon for a new laptop. I bought a new one for no cost and the other one died a horrible corrupted death.
Thankfully I followed my gut and wasted their time looking hte key strokes they were asking me to do on my laptop and asking me what computer I used. I finally just hung up when I couldn't frustrate them anymore.
(edited)
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user_67ac88
Visitor
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1 Message
3 years ago
I also have received calls stating there was an issue updating my router and when I began asking her questions, she abruptly hung up on me. Is this a valid call? I suspect it isn't
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TLG22
Visitor
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1 Message
3 years ago
I just received a similar call saying that Comcast had detected that some of our services had been shut down and our computer speed was slow which was a problem on the Comcast end which he wanted to fix.He wanted to know how many lights were flashing on the router and how many devices were attached to the router. He had my son's name as the account holder--not- and the approximate number of devices attached.He wanted me to log in to my account. I instead Googled this and found that this is likely a scam call. So I hung up.
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user_RH7124
Regular Visitor
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8 Messages
3 years ago
I just had the same sort of phone call myself. I didn't trust it, since the CallerID showed the number of a local cellphone exchange, and I know for a fact that Comcast no longer has an office in this town. When I asked the lady about that, she got somewhat indignant (hard to really tell with the thick Asian accent), and she said that they needed to do the upgrade quickly, as my internet was unstable. She then asked me how many devices were connected, and what their names were. She then told me that they needed for me to do the upgrade from a laptop or a desktop computer, which sounded like scammer code for "we need for you to download and install something"... at which point I questioned her some more, which caused her to get even more indignant. She told me they had lots of customers to get to, and if I didn't want the upgrade she'd need to move on to other customers. So I let her move on! :-(
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user_RH7124
Regular Visitor
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8 Messages
3 years ago
I just had the same sort of phone call myself. I didn't trust it, since the CallerID showed the number of a local cellphone exchange, and I know for a fact that Comcast no longer has an office in this town. When I asked the lady about that, she got somewhat indignant (hard to really tell with the thick Asian accent), and she said that they needed to do the upgrade quickly, as my internet was unstable. She then asked me how many devices were connected, and what their names were. She then told me that they needed for me to do the upgrade from a laptop or a desktop computer, which sounded like scammer code for "we need for you to download and install something"... at which point I questioned her some more, which caused her to get even more indignant. She told me they had lots of customers to get to, and if I didn't want the upgrade she'd need to move on to other customers. So I let her move on! :-(
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TigerSpace
Visitor
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2 Messages
3 years ago
I just received similar call from Hawaii "xfinity technical rep" with my old addess.. so very phishy... re router upgrade.. how do I get concern to comcat?
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user_f07d93
Visitor
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2 Messages
3 years ago
I just had the same thing. The person was clearly in a call center of sorts and had accent that could have been Indian or Middle Eastern. The caller ID showed a phone number exchange matching my own and it didn't include Comcast on caller ID (but the name of my town). He said they were sending signals to my router so they can push a 5G upgrade from 4G and getting errors and asked how many blinking lights I had on my router and how many connects I had to it etc. etc. They wanted to get into my router IP settings by going to 198.168.10.1. I told them I didn't understand how an upgrade from 4G to 5G was even relavent for my coax connected line. I asked him for an employee # and he gave me something and then offered me my account # ending in XXXX (which I don't know to even confirm). I asked him to confirm my address and he had it. I told him I was uncomfortable and that I would call Comcast directly and he said okay you can call and they will say the same thing and he gave me the number [Edited: "Personal Information"]. First I noted that was too long a number. Then he told me -- no "800". I noted that while 267 is a Philadephia area code (where Comcast is HQ'd) it was clear that anything other than an 800 number was highly suspect. I googled this phone # and see no record if it being related to Comcast. Am I correct that this was not legitimate?
(edited)
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