customer support for my landline phone which has been hacked

Hi, @user_qy08t4 - I am so sorry to hear this happened. Dealing with potential financial fraud is incredibly stressful, and I want to help you get this locked down immediately.

To clarify what "compromised" means in this scenario: when a financial institution like Fidelity notes that a phone line is compromised, it usually means fraudsters are either using software to fake your Caller ID ("spoofing") or they have accessed your online Xfinity account to intercept your calls. There isn't a specific security setting for the physical phone line itself, but we can absolutely secure your account so that no one can manipulate your phone number.

Please follow these steps right away to ensure your Xfinity Voice settings are completely secure:

Step 1: Check for Hidden Call Forwarding

- Log into your Xfinity account online and navigate to your Voice Settings.

- Look for "Advanced Call Forwarding" or "Call Forwarding."

- Verify that your calls are not secretly being forwarded to an unfamiliar number (fraudsters sometimes do this to intercept bank verification calls). If you see a number you don’t recognize, remove it immediately.

Step 2: Change Your Xfinity Password & Enable Two-Step Verification

- Change your Xfinity password right away to a strong, unique password.

- Turn on our Two-Step Verification (under your Account settings). This ensures that even if someone gets your password in the future, they cannot log in to alter your phone settings without a code sent to your personal mobile device.

Step 3: Audit Authorized Users

- Go to the "Account and Identity" section of your portal and review the users listed. Make sure no unauthorized secondary users have been added with permissions to manage your voice services.

Because Caller ID numbers can unfortunately be faked by scammers using outside software, phone calls (especially to landlines) are no longer considered fully secure for banking verification. We highly recommend calling Fidelity's fraud department and asking them to remove your landline as a way to verify your identity or reset your password. If possible, ask them to switch your account security to a mobile authenticator app instead.

Please let me know if you hit any snags while checking these settings!