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Thursday, September 7th, 2023 7:12 PM

Closed

Xfinity Live Support Chat potential scam?

Hello,

I wanted to reach out for direct help about a strange interaction I had with Xfinity customer service. Our neighbor's plumbing contractor cut through our service line so I contacted the live chat to try to get a technician sent out to inspect and repair the line ASAP. The rep I was connected to successfully moved me up the waitlist for this issue -- great!

However, they then told me about how I could save $30/mo on my overall account bill by accepting a free phone + line with Xfinity Mobile for 24 months. I accepted this offer, and was directed to:

-Fill in a secure link (domain was iguard-po-1pp.slb.comcast.com) with my social security number (SSN) and date of birth (DOB)

-Select a new phone number I'd like to use via the 'TextMe' app (a 3rd party app from the app store) and provide it to them

-Fill in another secure link like above with billing infromation, to cover 'one time sales tax'

Unfortunately I completed the first two steps before becoming uncomfortable and disconnecting from the chat. I am now quite worried that somehow I may have been communicating with someone who did not represent Xfinity or was also phishing for my personal information. I have a transcript of the chat which I can provide upon request.

Can an Xfinity representative confirm whether or not this was a legitimate request for information? I have seen several similar requests on this forum with poor responses and it would be good to know if I need to take steps to protect my identity. If the request was legitimate then I urge Xfinity to create a less skeevy looking information portal...

Thanks very much in advance for any help you can provide.

Accepted Solution

Official Employee

 • 

1.7K Messages

2 years ago

Hello @sumnerh99, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

Official Employee

 • 

1.7K Messages

2 years ago

@sumnerh99, I'm so happy we were able to get you taken care of today. If you need anything in the future please feel free to make another post and a Digital Specialist, Forums Expert, or community member will help you as soon as possible. I hope you have a great rest of your day and stay safe.

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