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KMCC603
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Visitor

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2 Messages

Sunday, August 23rd, 2026 3:09 AM

Unauthorized Access and Plan Changes

Hello,

I was recently a victim of an infostealing virus and it seems unauthorized access has been made to my account. Netflix Premium and a streaming tv box were added and is currently a pending order. I did not authorize this and have no idea where the tv box is being sent but believe this to be due to the previous infostealing virus and lack of changing my password in time. I have since changed my password but Xfinity Assistant and the phone number just keep running me in circles with the AI agent.

Any assistance is greatly appreciated. These pending orders were made from a login at 10:32 PM on my account from a VPN service leading back to Omaha, NE.

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Updated 

7 hours ago

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XfinitySean

Official Employee

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888 Messages

8 hours ago

Thanks for taking the time to reach out on the community forums, KMCC603! I'm truly sorry to hear you had a run in with a virus. If you haven't already, I might recommend submitting a report on the Customer Security Assurance site to ensure you don't have further security issues. We'll still be more than happy to see how we can help on our end though! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started!

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. A "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.

How to: Direct messaging within the forum

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