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Visitor

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5 Messages

Wednesday, August 4th, 2021 2:25 AM

Closed

Comcast email hacked 8/02/21

Is there anyway for me to restore or get my folder of sent emails back? My sent folder of emails are gone as a result of the comcast email being hacked.  My comcast email account was hacked yesterday evening Monday August 2, 2021 between 5:30pm and 6:00pm.  Earlier yesterday morning I received an email from Comcast stating that I had a message.  I was very cautious before I opened it.  Last week I just renewed my internet package with Comcast over the phone with a sales rep  and was hoping to get a better internet deal.  So when I saw the email, it look legit and I clicked on it and there was nothing, no message, no nothing.  I immediately deleted it and had no problems or noticed anything wrong with my email nor computer. I have security, etc on my account and computer.  I shut my lap top down around 4:30pm and headed home.  When I got home between 5:30pm-6:00pm I received 3 texts from friends in Texas, Florida  and a client (Gulfport, MS) that they had received an email from my comcast email account from me asking for $200 to purchase an Amazon gift card for my niece???.  Furthermore the email said  to send the money and I would pay them back. I immediately set my computer up and clicked on my emails.  I got a warning from Comcast stating that my security may have ben compromised and to reset my comcast password.  I was able to get into my comcast account and immediately  delete all of the scam emails and I received a number of error emails with comcast name on them last night. I received 2 more calls on yesterday evening late about the same email.  They  knew I had been hacked before I knew it.  On today I got a call from a friend who clicked in and sent the $200 before calling me to verify that this email was not from me.  I received a text from another friend on this morning  who screen shot the email and texted it to me.  I just received another one today from my neice who knew it was a hack and one on tonight who knew it was hacked and they all called me about the email and they all reported it to me and thank God they did not click or answer the email.  All of the emails were dated Monday August 2, 2021 even though they opened them up today.   

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Official Employee

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87 Messages

3 years ago

Hi @user_b592bf, and thank you for reporting this to us on the Xfinity Community Forum. This isn't an experience we want for our customers. Your privacy is something that we take seriously and we want to help make sure your account is safe moving forward. Can you please send us a direct message so we can investigate this for you?

 

To do so, please click the Direct Messaging chat icon in the top right corner of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat. Please include your first/last name and full address so we may further assist you.

Visitor

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5 Messages

@XfinityChe1

I was not sure at first how to click on the instructions in your email to me a few days ago.  I tried to contact comcast and speak to a live person from day one and have monitored my account everyday and all day.  I finally talked to a real live person tonight and had my account rechecked for security in which I had on my account and system.  I am on stand by regarding my emails sent folder and need them recovered/restored.  Any resolutions at this point is appreciated. 

Official Employee

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1.3K Messages

@user_b592bf, thank you for updating me on what's been done to help get your account and email secured. I'm really happy to hear you were able to get in touch with one of our phone representatives to get the ball rolling. Our phone team is amazing and highly skilled, so you were in great hands. Do you by chance know if you're working with our Customer Security Assurance (CSA) team? I'd love to stick with you and take a look at your account to provide an update or help things along. Are you able to view the chat icon that says direct message when you hover it at the top right? If so, please send a message to "Xfinity Support" and we can roll up our sleeves and dig in. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

@XfinityChe1 

On last week I was expecting an email to come to me and the person sending it said that they emailed me to my comcast email.  The person sending the email to me was one I send emails to all the time.  She went back in previous emails I sent her and used what shows up normally saved as my name with comcast at the end of my name.  Well when my email address was hacked August 2, 2021.  It took only my sent file folder and comcast restored all those back to me  but bogos emails went to everyone in my sent file folder with my name and yahoo at the end of my name instead of comcast.  The hackers changed comcast to yahoo.  I went into email settings to correct this.

So I am afraid that I am missing emails normally that come to me.  What solutions do I have at this point?  Can a real live person call me?

Visitor

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2 Messages

3 years ago

I have exactly the same problem.  Xfinity has said the escalated it twice, but I still can't get my email, although I can log into the account through the web, and all my contacts are erased.  I am trying to get them to get back to me.  I've changed the password.

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Visitor

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2 Messages

Just spend another hour and a half on the phone.  This will be the third time the issue has been escalated.

Visitor

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1 Message

3 years ago

This just happened to my sister.  Someone evidently hacked into her xfinity email account, sent out an email to her contacts asking people to send a gift card to help a cancer patient.  Unfortunately some of her friends fell for it.  I wasn't sure what you meant by the "email from Comcast stating that I had a message".  Was the message actually from Comcast?  Did it have a title like what you'd expect for a transcribed voicemail?  My sister didn't mention anything like that.  We're still trying to figure out how it happened.  And they haven't been able to restore her email and contacts yet.  I'm curious if you're email has been restored and if there was any light on how it happened.

Visitor

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5 Messages

@kbhousen

Yes the title is what I expected for a transcribed voicemail from Comcast.  Two weeks prior to my account being hacked I got a call from Comcast letting me know that my bill was going to increase from 40.00 to 53.00 for the 1 year promotion being over. I wrote down the sales person name ,etc and when the bill would increase.   I had and have security, etc set up as an alert.  The hackers still got past security thru comcast.  I still don't feel comfortable with what has transpired with my internet service at this point.  They got into my comcast settings and changed the email to part of my name which was just enough to try to fool the recipients of the emails they sent.  The email was set up just like an email from comcast.  When I clicked on it, it was just a blank white screen.  By that time I knew that I had a virus or someone was trying to hack my email within minutes. With in minutes I received calls from friends who got them inquiring if I was ok or not feeling well.   Fortunately, friends call me to verify the email asking for money and knew it was a hack and knew that it did nt sound like something I would do. I didnt loose my emails, nor contacts.  Comcast retrieved my "sent" emails fortunately and they were restored. Just the idea that personal emails or private emails were stolen from my sent mail folder still makes me feel that someone has invaded my privacy. 

Expert

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30.3K Messages

@user_b592bf

On that phone call from Comcast did you give them any personal information by any chance?  Comcast doesn't usually call to tell you about your plan ending and your bill increasing.  That is usually done via your billing statement.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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5 Messages

No I did not. I got the Comcast female name date and time she called to review my account and to let me know that my internet bill will be increasing from 40.00 to 53.00 monthly now that my annual promotion was up and would still be on auto pay drafting from my checking account. I have put 2 way verifications on all my accounts etc. Even for Comcast. Yesterday  I purchased a new phone and all my accounts work fine with verification codes except Comcast…..Not sure why and should be. I went back in to my account and try to refresh the 3 way authentication ON button to receive text verification and I never got a text code. 2nd option was email verification code. I got it thru email. Prefer text code. It would help if real live people would call to assist customers

New Poster

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5 Messages

@kbhousen 

My email files were restored the next day after I lost them.  I do not know how or why, but I am thankful.  I wish I could help give you a possible solution, but I cannot.

Good luck with your effort.  

New Poster

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3 Messages

3 years ago

My Comcast email has been hacked so many times starting in 2008 up to current. They have never informed me of this happening anytime. They did not keep my account secure as they claim they do. All of my information is out and starting to be used because of their security or lack of. Does anyone know is this something I should involve a lawyer in I'm not really sure what to do. I would really appreciate any responses. Thank you all so much and have a happy Labor Day. 

Problem Solver

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735 Messages

@ebarker

Hello! We really appreciate you bringing these concerns to our attention. Feeling secure and that your information is safe is so important! Alternatively, feeling that is jeopardized can be a horrible feeling and we take that very seriously at Xfintiy.

 

We have a department dedicated to keeping you safe online called our CSA (Customer Security Assurance) department. We highly recommend that if there are any concerns to reach out to them and report it here, https://comca.st/3jRQ7EF or by phone at 1-888-565-4329 from 6:00am - 2:00am EST, 7 days a week.

 

Additionally, this is a great article we have on our Xfintiy support website about online security: https://comca.st/38LgSV2. This also have several links on what you can do if you feel your security is at risk. Please let us know what else we can help with. Again, we take these concerns very seriously.

I no longer work for Comcast. 

Visitor

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1 Message

2 years ago

What is the way to find if my email was hacked? Then can I fix it. I can’t get any emails now.

Expert

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30.3K Messages

@user_a32cef Please start a new thread with your issue, giving as much information as possible, but leaving out any personal identifying information.

Personal identifying information can include:
  • Full name
  • Address
  • Email address [any]
  • Phone number
  • Account number

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
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