Visitor
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4 Messages
Unauthorized Account Access
I received an email from Xfinity this morning that A secondary user on your account made a change. [Edited: "Personal Information"]recently updated their password recovery options. They can sign in to your account to view and manage these details at any time.
This is an unauthorized user, I have no idea who this is
[Image Removed: "Personal information"]
[Image Removed: "Personal information"]
, I do not know who that secondary user email belongs to or how they have gained access to my Xfinity account.
How can we get this resolved as quickly as possible and remove this user from my account?
I logged into my secondary user account and see the unauthorized email that was added. Whomever this is that hacked the account added their email and set it to preferred method. When I try to change this in hopes it will let me delete this unauthorized email it kicks me back to the previous page and will not allow me to change my preferred email setting. How can we get this unauthorized email deleted immediately. They have access to my account, information, and services.
user_sb87bh
Visitor
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4 Messages
2 days ago
After reviewing my account users and their Comcast emails I located this unauthorized user email under one of my secondary user accounts. I have changed the password to this secondary user on my account and also changed the permissions for this secondary user. This unauthorized user has accessed one of my family members secondary user accounts. If you need additional information please let me know as soon as possible.
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user_sb87bh
Visitor
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4 Messages
2 days ago
I logged into my secondary user account and see the unauthorized email that was added. Whomever this is that hacked the account added their email and set it to preferred method. When I try to change this in hopes it will let me delete this unauthorized email it kicks me back to the previous page and will not allow me to change my preferred email setting. How can we get this unauthorized email deleted immediately. They have access to my account, information, and services.
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XfinityMelinda
Official Employee
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449 Messages
2 days ago
Hello @user_sb87bh, and thank you for reaching out to our Xfinity Community Forum and bringing this to our attention. We’re discouraged to hear that your account may have been compromised, and we understand how frustrating and concerning this situation must be. You've come to the right place for help.
We appreciate you being proactive in reviewing your account and attempting to secure it. As an immediate step, we recommend resetting your password using Xfinidm.xfinity.com/myaccount/reset or Xfinity Pasxfinity.com/password.
After resetting your password, please review your account settings for any unfamiliar users, recent account-change notifications, or unauthorized charges.
If you're still unable to remove the unauthorized email address or continue to see suspicious activity, we recommend contacting the Customer Security Assurance (CSA) team, as they have the specialized tools and access needed to investigate and resolve account security concerns.
You can reach the Customer Security Assurance (CSA) team at 1-888-565-4329 or through their support page: https://spa.xfinity.com/help. They are available seven days a week from 8:00 a.m. to 12:00 a.m. ET.
We're here to help, so please let us know if you have any additional questions or need further assistance.
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