1 Message
Why am I being asked for my full social security number to activate replacement phone?
I am trying to activate the phone sent to me to replace my broken phone and the chat agent redirected me to a "secure" link requesting my full social security number and birth date. He told me to leave the window open when I had entered the information and return to the chat. I ended the chat and will go to the store in person tomorrow. If I hadn't had the experience below I might have gone ahead and provided this information.
Two weeks ago I called Xfinity about my internet service, clicking on the phone number linked to the site, and the agent was asking me for the numbers on the back of my router. When I turned around and looked at my laptop (he had me log in to my account), someone was trying to buy Amazon gift cards on my Amazon account. At the start of the call this person knew the balances on both my mobile and internet accounts, so they definitely either work for Xfinity or have access to account information.
What is going on? I have zero faith now in the security of my personal information with Xfinity, and and left with no options other than in person interactions at a store.
XfinityRay
Official Employee
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2.8K Messages
5 months ago
Hi there, user_4em6bo! Thanks for reaching out and sharing your recent experiences. Regarding the Amazon gift cards, you can contact our Customer Security Assurance team, CSA. They handle security for our company, help to take care of any scams such as call spoofing, and provide an Alert list for awareness. They can be reached by calling 1-800-XFINITY (1-800-934-6489) and requesting the CSA team.
For the Xfinity Mobile concern, we need to capture your personal information to access the Xfinity Mobile account and activate the device. The link that was provided is secure, but I understand your apprehension with your earlier interaction. You can visit the store to activate the device, or we can help you here (if you are comfortable providing our team with that information). Whatever works best for you.
If you would like our assistance, feel free to send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_45lw2a
1 Message
2 months ago
I had a similar experience where Xfinity was asking for my full social and date of birth just to activate a phone. I verified the phone number I called was indeed Xfinity. I was transferred several times. Does anyone know if they need that information?
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