4 Messages
Locked out of account from potential unauthorized password change
I successfully logged in to xfinity yesterday, but today I was locked out of the account I share with my partner. My google password manager said the account password was last updated today, but we didn't change it. My partner also received a text yesterday asking for feedback from a customer service experience, assuming I had contacted about something, but I didn't!
So we're thinking someone contacted support and changed our password..? Thankfully, he didn't get logged out on his phone, so he was able to create a new password and set up 2FA.
Has this happened to anyone else? I tried using the chat assistant but cannot get connected to an agent for further assistance. I just want to check if anyone has accessed our account recently but not sure how to get in touch with someone to do so.
Accepted Solution
XfinityGabby
Official Employee
•
1.5K Messages
8 months ago
Hello, czcb2022. Thank you for reaching our Forums team regarding your security concerns. I definitely understand the importance of keeping your account secure. I'd be more than happy to help look into this. Happy to hear that you set up 2FA. Let's look into this further, please send a DM with your full name and full service address.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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