U

Friday, April 18th, 2025 3:14 PM

xfinity gateway hack

Received a phone call from someone who said they were xfinity security.  They had me go into my gateway and he showed my security setting was low and I was hacked.  I asked how to change security setting and he said he had to install anydesk so I did.  Unfortunately it took a few minutes for me to figure out he was a hacker so I don't know what he stole.  I shutdown my computer and turned off the router then wiped my computer and reinstalled windows.  I've also been changing all of my significant accounts.  Everything of worth requires 2FA so hopefully it'll protect the account.

Is there anything else I should check or do since he had access to my computer long enough to steal stuff.

Took a picture of the guy's alleged info:

Xfinity Internet Security

Name: Frank [Edited: "Personal Information"]

Technical Support Expert.

Agent-Level:5

Agend ID: [Edited: "Personal Information"]

Comcast Cable, One Comcast Center

1701 JFK Boulevard, Philadelphia, PA 19103

Had my account name, number, address, and uses of internet (like shopping, online banking, etc.) so I'm assuming they pulled that up from scanning my computer.  Part of their scare tactic was to show me what was breached, including hackers using my ip for porn, stealing $18K crypto, access to venmo, paypal, etc.  

I asked "Frank" for his phone number to call him back.  It was [Edited: "Personal Information"].  I shutdown after he took control of my camera.

So, what else should I check/fix to protect our home internet and accounts?  Our internet seems slower than before, but don't know if it's due to an outage or something.  I'm thinking I should factory reset the xfinity router/modem.  Also, xfinity should have all routers default to high security, not low.

Official Employee

 • 

3.3K Messages

5 days ago

 

user_mbwfdp Thank you for taking the time to reach out to us here on our Xfinity Forums. This is definitely not a great experience and I understand your concern. You can file a report with our Xfinity Customer Security Assurance team here. If they stole crypto, I would definitely recommend contacting your local police department, you would want to change your passwords from your accounts as well. I know how tedious that can be, I had to do it years ago when someone managed to get into one of my bank accounts. 

As far as your concerns regarding speed, I'm happy to take a look and see what is happening. Please send us a DM to Xfinity Support with your full name and address to get started.

 

Expert

 • 

110K Messages

5 days ago

Concern moved here to the Customer Service help section.

forum icon

New to the Community?

Start Here