Update Router Scam

Disconnecting the call was the right thing to do as it was almost certainly, as you suspected, a scammer trying to get access to your system. Examples of a variety of recent scams can be found at https://internetsecurity.xfinity.com/help/alerts/ under "Comcast Security Alerts" and "Top Phishing Scams".

We had the same call yesterday (12/17/2021) and it was very legitimate sounding.  The caller said they were from Comcast Customer Assistance and said my modem wasn't accepting updates and they asked me to do some checks of the lights on the modem and then on my computer.  They said that I should have been having problems with slow connections and response times and since that's true I asked for verification and they gave me a bunch of info about my account, so I didn't immediately hang up.  She had me check some files and then asked me to download a program called Ultraviewer.  She said it would come up with verification info that it was a Comcast website, so I downloaded it.  When I loaded the program the only Comcast info was a folder named Comcast and it was clearly a program to give them remote access to my computer, so I hung up the phone, uninstalled the program (Ultraviewer), cleared the cookies, ran my security program, checked my firewall and verified no access exceptions had been added.  I then shut down my computer, rebooted my modem and router, then restarted my computer.  They called back and I hung up.  These people are well informed and very convincing, and even had I not been experiencing the exact symptoms they described I still might have believed them.  Not sure whether there's anything else I should do at this point.

I just received almost the same call. A man with a strong Indian accent said Comcast was switching from 4g to 5g and my router was not accepting the update. He wanted me to  download TeamViewer so they could do it from my PC. It set off a red flag and I told him I was not comfortable with him having access to my computer, he assured me I would be able to see everything they were doing. When I refused he said he could provide me with my account information if that would make me more comfortable and he would provide me with his credentials. I told him he could have Googled me to get my info and his info was really meaningless and I would not give him access to my computer. He said okay but if I have issues in the future there would be nothing they could do to help. I told him I would take my chances and would call Xfinity if I had any problems with my  modem.

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 (same as mine), 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! :-(

I received the same phone call.  They had me look at the router and tell them how many lights were blinking which seemed absurd.  I asked them to verify that they were comcast and they gave me my username and account # and address.  I hung up once they asked me to install TeamViewer.  Are our account #s and usernames publicly available?

I just received this call. 2/17/22. Sounded very legit and kept saying she was. The caller ID had a local person's number and name. I thanked her and hung up. 

I keep getting this call once a week. I finally asked if they had my comcast info and they related my account number, is it possible your system has been compromised and my personal info has been released?

I got the exact same thing. I asked them straight up, how do I know you're actually from Xfinity/Comcast and they told me my Comcast account number and it was correct. I was not totally convinced, but I continued. I agreed to install Teamviewer, I know the product, it's legit, but it could be used for illegitimate reasons. I was transfer (escalated) to a different tech twice. And during the process they tested my internet speed twice. They told me it's slow, it should be 2 or 3 times faster and they would fix that.

• They ran something in Terminal. They had me fill out a “form” with the information below. Then after running something in Terminal, they told me I’m paying for services I’m not using and they would give me a refund if I fill out another form with my bank info. At that point, I knew it was a scam. They seemed to be keeping me on the line (probably to give them time to install some malware). I shut down Terminal and Teamviewer and ran CleanMyMac and ran a Deep Scan. I shut down the computer multiple times. I manually uninstalled Teamviewer. 

Got a call from someone claiming to be from Xfinity. They say they’ve been trying to upgrade my router remotely for 5G, but it has failed, so they want to troubleshoot my setup and fix it. I asked them to verify their identity as Comcast/Xfinity (and not scammers), they told me my Comcast acct #. It was correct, and I was unconvinced but I let them continue. Then I gave them permission to remotely control my computer using TeamViewer.  I'm familiar with Teamviewer. It's a legit product, but it means they can load anything they want to on my computer. They had me fill out a “form” with my name, address, phone and email (it was a Google form). And they posted a confirmation code. Twice I was transferred (escalated) to a different person. Two different guys tested my internet speed and told me it was too slow (and that it should be 2 or 3 times faster) and they would fix it. I'm thinking to myself, if this is a scam, it's a very elaborate one. Then after running something in Terminal, they told me I’m paying for services I’m not using and they would give me a refund if I fill out another form with my bank info. At that point, I knew it was a scam. They seemed to be keeping me on the line (probably to give them time to install some malware). I shut down Terminal and Teamviewer and ran CleanMyMac and ran a Deep Scan. I shut down the computer multiple times. I manually uninstalled Teamviewer. Then I came here and found many similar stories. whew.  I think I dodged a bullet.

I had the same problem today. Same scam. Teamviewer, upgrade to 5G which is stupid. They had my name, account number and phone number, and address. So Comcast database has clearly been penetrated. Stayed on the phone for 10 minutes while they were switching me to another person, controlling my PC through Teamviewer,. Talking about the speed of my internet. Eventually it dawned on me that this was scam. So I hung up and stopped Teamviewer. I also restored my PC to a previous Date (System restore) in case they installed some program, run antivirus several times, found nothing.

My concern is that they may have transferred files from my PC to theirs. They could do this without me knowing. I changed my bank passwords. What else? Beware.

I just got the same call today (3/17/22).  She was very insistent that I needed to go to some web site to allow by router to update to 5G.  I told her that I saw no notifications on my Xfinity home page--she tried to say that was because I needed to update to 5G!!  I hung up.

Received this same type of call today.  The person even had addresses and the first several digits of my account number. As an IT person, I knew where it was going, but scary that they had account information as well.

I got one of these calls yesterday from a supposed Xfinity tech support regarding problems that I was having with one of my email accounts.  He stressed that he could not possibly be a scammer because he was going to handle a security problem on my computer and it would be absolutely free.  Sounded very sketchy, but I followed his instructions right up until he was about to tell me to load ultraviewer.  Alarm bells went off in my head.  When I told him that I would not load software that would give him remote access and that if it meant that I could not use that email account again, then I was fine with that.  It is an account that I have not used in years and now I suspect that they may already have control of it and are using it for not-good reason.  Thanks for this information.  It eliminates any lingering doubts that I had regarding the validity of that call.  They had username and other account information, account address, telephone number etc.

I had the same phone call. Teamviewer, upgrade to 5G. Obviously, xfinity does nothing to protect our personal information, or even worse, leak the info to scam companies, since they had my name, account number and phone number, and address. Very frustrating!!!

I just received the EXACT same scam today April 11th at 3:45pm in South Florida.  Caller was a male with weak Indian accent.  He would not let go even after I told him this is a SCAM call, and went on to tell me download whatever software so they can "manually" update my modem.  At this point I told him there was no way I would get you to access my computer.   If I have any issue I will go to my local Xfinity centers to resolve it.  At that point he said, OK then and still mumbled something to cover up the scam intent.