user_ebphd2 Thank you for reaching out. Generally speaking, no. Your in-home WiFi Password can only be changed by you or anyone in the home with access to your primary Xfinity ID, outside of that, it should not be changed. If there is troubleshooting being done and your modem is factory reset, that would result in a change, but that is very situational.
Xfinity did change it without my consent I spoke to someone in your company who confirmed and for no apparent reason? This is disturbing the only person is me who has access and the only person I spoke to that day was your Xfinity who has access and I know because the password only your company has that information I will filing a formal complaint . There was no factory reset no reason for any changes the agent did it for no reason this feels like violation of my privacy it took an hour just to change all passwords your agents are not well trained and act like they can do whatever they want with my personal information
user_ebphd2 We can understand the frustration, but we have no reason to change your password. It sounds like there may have been a misunderstanding if there was any troubleshooting involved.
We will also never ask you to provide your password; we do not know what it is. We can assist in changing it after we complete the verification of your account, but we also prefer to direct any customer with a similar issue to perform a password change via self-service by using the Xfinity App.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
There was no miscommunication I never had a problem with my password the agent did after the call without my knowledge as my previous message only him knew my information because he changed it to something that only he knew . Like I said I called after to complain and your own agent said it was true so I don't what you keep saying it was misunderstanding? When they was never a conversation about my password I need to escalate this to corporate this is not right and disrespectful
Thank you for your message. We certainly welcome your feedback and encourage you to reach out to our Customer Security Assurance Team if you have not already done so.
Please know that we take the privacy and security of your account very seriously, and your insights are extremely valuable in helping us maintain the highest standards. If there’s anything specific you’d like to discuss or if you have any concerns, please don’t hesitate to let us know.
We’re here to support you and ensure your experience remains safe and positive.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I believe that statement is not true because nothing has been the agent needs to be held accountable for this activity. And I don't feel Xfinity takes this seriously because no one has done anything. These words are just words and anyone would not trust this company. Your own employee who is a supervisor confirmed that he they changed it without my consent. So I don't know what your stating about your company cares about privacy.
Our agents do not have access to change passwords to anything specific or customized. Now that is not to say they didn't make a change that did not default it back to the password on the modem. But the Customer Security Assurance team helps with password resets if you need to get it changed back and can investigate the account for any unauthorized changes.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I don't know what you're talking about I just stated that Xfinity supervisor confirmed that the agent did change it without my consent . To be CLEAR IT was THE WI-FI PASSWORD! No modem issues no nothing. So you keep making excuses when it was already established Xfinity did change it for no reason. So either you are not reading this or your a robot? Either way I am letting everone know to be careful and protect yourself and passwords
XfinityBenjaminM
Official Employee
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3K Messages
6 hours ago
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user_ebphd2
Visitor
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5 Messages
2 hours ago
I believe that statement is not true because nothing has been the agent needs to be held accountable for this activity. And I don't feel Xfinity takes this seriously because no one has done anything. These words are just words and anyone would not trust this company. Your own employee who is a supervisor confirmed that he they changed it without my consent. So I don't know what your stating about your company cares about privacy.
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user_ebphd2
Visitor
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5 Messages
2 hours ago
I don't know what you're talking about I just stated that Xfinity supervisor confirmed that the agent did change it without my consent . To be CLEAR IT was THE WI-FI PASSWORD! No modem issues no nothing. So you keep making excuses when it was already established Xfinity did change it for no reason. So either you are not reading this or your a robot? Either way I am letting everone know to be careful and protect yourself and passwords
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