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ggeinec
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223 Messages

Tuesday, October 22nd, 2024 12:17 PM

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What is MY SKY in allow access request in Xfinity app when signing in?

When signing in the Xfinity app now sends a message 'MY SKY is asking for access' (or words to that effect), shows my sign in name, my browser, and the IP address and gives me the option to Allow or Deny access. This is new behavior for me. What is MY SKY? And is this legitimate?

Thanks!

Question

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Updated 

5 months ago

419

5

XfinityGabriel

Official Employee

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2.2K Messages

6 months ago

 

ggeinec, Hi there! Thanks for reaching out. I can certainly understand how concerning it is whenever seeing new behavior from an unfamiliar resource. You've come to the right place. Over social media, we are a dedicated team of experts who specialize in resolving access concerns such as this. We can help. I have researched My Sky on my end and signed in to the XFINITY app. I did not see anything in our database and did not receive a message when singing in so I recommend contacting our Customer Security Assurance team. Our awesome Customer Security Assurance (CSA) team makes sure you have a safe online experience! These security professionals handle issues like phishing, spam, infected computers (often called bots), online fraud, and other security issues. Their hours of operation are 6:00 AM - 12:00 AM ET/Seven days a week at 1-888-565-4329. How does this sound?

 

2

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user_jrmsmf

1 Message

What's up with this My Sky when logging in my email?

6 months ago

0

XfinityRichard

Official Employee

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1.8K Messages

Hi there, @user_jrmsmf I definitely understand your concerns regarding your email. How are you logging into your email, is it through a 3rd party client?-Richard

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.tick

6 months ago

0

lmooseg

Visitor

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1 Message

6 months ago

 Ive Read the comments and No I use the same way to log onto my comcast and its the  2nd Verification to that will allow you into your comcast account then 45 sec or so late the MY SKY is asking for access' ? I just demy it but why

0

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Paul_e81872

Visitor

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11 Messages

6 months ago

I have the same problem, security concern. 

We use the Xfinity app to do 2-factor (2FA) login authentication.

Now when we get prompted for 2FA a box shows up with 'Xfinity' in the upper left corner and then the verbiage includes 'My Sky' in the approve box. 

What the heck is "My Sky"?

I find nothing about it anywhere in a web search or a search on the Comcast site.

Paul

1

XfinityJosephA

Official Employee

 • 

1.7K Messages

Hello, @Paul_e81872 your best bet is to reach out to our Customer Security Assurance team as mentioned in the thread. 

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.tick
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.tick

6 months ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

6 months ago

 

ggeinec, Hi there! I just wanted to check back in with you today to see if you were able to contact our Customer Security Assurance team and if you have any additional questions or concerns. 

 

15

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Paul_e81872

Visitor

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11 Messages

How would I know how to contact the Customer Security Assurance team? 

When I called the 1-800 number for Comcast, selected technical help and the bot answering the phone said there was an outage problem in my area and due to that there was nothing more that could be done until the outage was fixed. Then hung up on me.

My internet, video and phone are working just fine this morning.

The web site is useless to try and find anything other than high level entry points.

The 'chat bot' is useless in finding info on this as it wanted me to select phone, internet or video.

I have nothing that indicates that Comcast has a Customer Security Assurance team.

In light of the hacking wars taking place over the WWW these days, and the scammers going overboard with attempts to get my user credentials and/or money, there is a huge reliance on multi-factor user authentication for account access! 

Having Comcast roll a change out to a cell phone app that is involved with multi-factor authentication that is UNANNOUNCED to the user community makes us wonder if there is a new hack by hijacking the Comcast authentication network traffic on our cell phone.

Comcast needs to tell the user community ahead of such changes so that we understand what will be taking place and not be concerned with becoming a victim of a complex scam/hack attempt!

Paul

6 months ago

0

XfinityJosephA

Official Employee

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1.7K Messages

 

Paul_e81872 on our thread the information is provided above. The Customer Security Assurance team can be reached at 1-888-565-4329, 6:00 AM through 12:00 AM ET/Seven days a week.

 

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.tick
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.tick

6 months ago

0

ggeinec

Contributor

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223 Messages

I will start by saying that for me this behavior occurs when signing on to Xfinity email at https://connect.xfinity.com/ . And this is the URL the team member I spoke to said I should be using.

Yes, I contacted your Customer Security Assurance team. I spent about a half hour on the phone with the person who took my call. Unfortunately he was not aware of this 'My Sky is requesting access' notification being sent to phones when people use a browser to access their Xfinity email. He said the only thing he could find regarding 'My Sky' was a connection with Yahoo (?) and I should check to see if I have Yahoo mail installed. I don't. The only thing I can come up with, if this behavior is legitimate, is that 'My Sky' showing up on the requesting access screen when someone tries to login to Xfinity email somehow must have something to do with Comcast's purchase of Sky back in 2018. Like maybe some sharing of authentication code or third party software or service or something like that.

Anyway, this is a pretty disturbing situation when Xfinity mail users have to be concerned about some entity who they know nothing about is asking for access to their email. Comcast really should get to the bottom of this and let us know if this 'My Sky' access is secure and a legitimate part of Comcast's authentication process (if it is) or fix it if it's not.

6 months ago

0

XfinityGabriel

Official Employee

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2.2K Messages

 

ggeinec, Thanks for sharing this information and I can certainly understand how concerning it is with that access request when logging in to Xfinity email. There are just so many security risks these days so I want to make sure we use all the resources we have available to help. Comcast is the majority owner of Sky, a leading entertainment and communications company in Europe serving 23 million customers in seven countries, including the U.K., Ireland, Germany, Austria, Italy, Spain, and Switzerland. This has no impact on Xfinity customers. You can learn more at corporate.comcast.com Since this has no impact on your services, you should not be receiving access requests for My Sky from what I understand. I am happy to hear that you have brought this to our CSA team's attention though in case this was a scam.  Would you mind providing a picture of that notification being sent to your phone? Is it an email or a text notification?

 

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.tick
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.tick
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.tick

6 months ago

ggeinec

Contributor

 • 

223 Messages

This has no impact on Xfinity customers. You can learn more at corporate.comcast.com Since this has no impact on your services, you should not be receiving access requests for My Sky from what I understand.

 

Do a Google search using this search term (I will try to attach screenshots in a different post):
 
    what is "My Sky"
 
The very first item in the list of results (I cut off the rest but you get the idea, you can find all of that at the link above):
AI Overview
My Sky is a free app that allows users to manage their Sky products and services: 
    • Manage accounts: View account details, including plans, subscriptions, account numbers, and billing due dates 
    • Pay bills: Check and pay bills, and download up to the last six billing statements 
    • Track orders: Track Sky Q, Sky Multiscreen, and Sky Mobile orders 
    • Schedule visits: Reschedule TV engineer visit
    • Monitor broadband: Check broadband speed and usage 
    • View credit agreement: View credit agreement
    • Manage Sky Go devices: Manage Sky Go devices
    • Reset TV PIN: Reset TV PIN
    • Join Sky VIP: Join the Sky VIP loyalty program
    • Access TV guide: Access the TV guide to see what shows and movies are on
    • Get updates: Get updates on promos and offers
    • Use broadband diagnostic tool: Use the broadband diagnostic tool to fix problems
    • Contact Sky expert: Contact a Sky expert directly in the app 

Users can create a Sky iD to sign in to all Sky's online services. A Sky iD is made up of an email address or username and a password. 

6 months ago

ggeinec

Contributor

 • 

223 Messages

5 months ago

Update . . .maybe 10 days ago or so the 'Sign in request from My Sky' notification changed with 'My Sky' gone and replaced with 'Xfinity'. Everything else - my Username, the Browser I'm using, my Device IP, my Location - all remained as shown in the screen capture a few messages up above:

https://forums.xfinity.com/conversations/email/what-is-my-sky-in-allow-access-request-in-xfinity-app-when-signing-in/671797c79771310e4076c2b0?commentId=67190d950201304836cf8c95&replyId=671a9b310201304836cfe018

In recent days both the 'Sign in request from Xfinity' line and the Device IP line have disappeared. The screen now shows only Username, Browser, and Location are requesting access . . . but at least My Sky is gone . . .

2

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Paul_e81872

Visitor

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11 Messages

@ggeinec​ Which is a step in the right direction, but the lack of communications about these changes to their user community, us, remains a horrible sticky point!

5 months ago

0

XfinityKei

Official Employee

 • 

1.4K Messages

@Paul_e81872 I will share your feedback with our leadership. Our Xfinity App is also a great place where you can also leave feedback and share suggestions. 

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.tick

5 months ago

0

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