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SgtHowl
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33 Messages

Tuesday, August 27th, 2024 11:25 AM

New Number Lock Feature to help Prevent SIM Swapping Fraud

I just discovered this: How to turn on or off a Number Lock - Xfinity Support. I believe it is a new feature. Has anyone any experience with it or additional information? For example, can support center staff bypass the lock? It would be good to have additional detail on how reliable this lock truly is. SIM swapping fraud continues to increase.

Apparently, Xfinity introduced this feature in response to new FCC requirements. 

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12 hours ago

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SgtHowl

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33 Messages

5 months ago

Here's additional information from Xfinity: New Ways We’re Keeping You Protected from Mobile Fraud (xfinity.com). There's a paragraph in there that really worries me: "If you're an Xfinity Mobile or NOW Mobile customer, you can enable Number Lock on Xfinity.com or the Xfinity App, via Xfinity Assistant, or through an agent."

An agent can enable Number Lock for you! Can an agent also disable Number Lock for you? Hopefully not without you having to login to your account using username/password/2FA.

I sincerely hope that an Xfinity representative can clarify this issue. Thank you.

(edited)

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XfinityThomasC

Official Employee

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2.2K Messages

Hello, @SgtHowl We recommend you take advantage of the self-service option https://www.xfinity.com/support/articles/activate-number-lock-help for utmost account security. Those who are not able to do it themselves can get assistance through the Xfinity Assistant or a Xfinity Mobile agent. 

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5 months ago

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SgtHowl

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@XfinityThomasC​ Thank you very much for your reply. I have indeed enabled Number Lock - it's easy using your app or website. Well done!

My question is this: could someone pretending to be me (using stolen information such as a social security number) convince an agent to disable Number Lock and do a SIM swap or port-out? If so, would I have an opportunity to stop the fraudulent SIM swap/port-out?

Thank you again.

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5 months ago

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XfinityThomasD

Official Employee

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1K Messages

I don't believe so, since there are additional steps in place like two-step verification that would help to prevent things like that. You'd also receive a confirmation for any changes made to the account, which can also help to cancel pending orders if that were to ever be the case.

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

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SgtHowl

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@XfinityThomasD​ Thanks for your reply. How can we get a definitive answer to this question - that is, can a call center agent disable number lock in response to someone providing personal information? Or is it true that Number Lock can only be disabled by an Xfinity retail employee who has been provided a valid driver's license? Separately, how much time would the real customer have to call Xfinity to stop the fraud after receiving the confirmation that you mention? 

This is a very important issue for many of your customers. Thank you for your help answering these questions.

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4 months ago

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XfinityPeterH

Official Employee

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1.6K Messages

 

SgtHowl Great question. Have you tried to call our Expert Xfinity Mobile agents to see if they have a way of being able to disable this feature? You can reach them by phone at (888) 936-4968 or even chat with them https://www.xfinity.com/mobile/support.

 

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4 months ago

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SgtHowl

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33 Messages

4 months ago

Here's what an Xfinity Communities Manager told me. This is encouraging to me - seems like a definite improvement.

"Number Lock can be activated online, through the Xfinity app, or at a Xfinity retail store. When Number Lock is enabled, customers cannot port their number to another service provider or perform a SIM swap. To disable it, customers must use the Xfinity app, the website, or visit a Xfinity Retail Store for identity verification.

"In summary, whether turning Number Lock on or off, there are three ways to do so: through your account on the website, via the Xfinity app, or by visiting a Xfinity retail store. Both the website and app require secure login with your account credentials. If done in-store, a strict identity verification process, including presenting an ID, is required before any changes can be made."

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Trekdc

Regular Visitor

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5 Messages

2 months ago

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user_0ncpx8

4 Messages

23 days ago

I tried to lock phone in app, and it would not work! When you push button, it says its locked but when you go back it says not locked. Tried support but got sent overseas and they said they would escalate it which means you never hear from them again-They hung up.

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EdEddie

1 Message

I had the same thing happen to me.  Then I tried a second time and it locked.  I locked another line and it also took two tries and locked on the second try.  Weird function.

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15 days ago

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user_0ncpx8

4 Messages

23 days ago

I tried the number lock on xf app, it would not work! It says, 'lock phone number' and when you push it, it says 'your number is locked'. You are supposed to get an email verification also. Well, when I go back, it says, 'lock phone    OFF.' No email either. How do you get it to work.

Called 1-800 # and connected overseas. They say they will 'ESCALATE....' which means they are about to disconnect. They hung up.

What do I do to get my phone locked when it doesn't work on their app?

Denny.

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user_ur8lr0

3 Messages

Sorry to hear that.  Bad phone service sucks.  You might try using the online method, https://www.xfinity.com/support/articles/activate-number-lock-help.  Scroll down to “Turn on or off Number Lock Online”. Note that the Devices tab is located on the Manage Mobile Service page. Hope this works for you.

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22 days ago

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user_sy0pup

1 Message

Under "Turn on or off Number Lock Online" it says to go to the Devices tab. There are no Devices tabs on this website. When I try the app virtual assistant, it says that phone lock is not supported. 

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19 days ago

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XfinityTony

Official Employee

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1.3K Messages

@user_sy0pup
Have you been able to get into the "Manage Mobile Services" page? The devices tab should be there. 

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

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17 days ago

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user_0ncpx8

4 Messages

2 days ago

I have tried to enable 'lock phone' feature in Samsung Galaxy A15 5G and it doesn't work in the Xfinity app! How to get it to work. Also, There is nowhere to do this online either, I have looked and searched, and the explanations don't work. What's wrong? This is supposed to be a mandated feature by the FCC.

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user_ur8lr0

3 Messages

Here is how I enabled the lock feature online:

  1. In a browser, go to xfinity.com
  2. Sign in
  3. Scroll down the page a little and locate “Manage Mobile service”.  It’s almost mid-way down, on the right hand side.
  4. Tap on the Visit Xfinity Mobile link.
  5. In the light grey bar at the top of the page, select “Devices”.  This will take you to the Devices tab.
  6. Under “Manage Device”, click on “Turn on Number Lock”.

I hope this works for you!

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2 days ago

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