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user_rs6hnc
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Saturday, October 26th, 2024 9:39 PM

Two step verification: SMS to Canadian number doesn't work

Just wondering if there are any other Xfinity customers with Canadian mobile numbers who have managed to get 2FA or any text messaging with Xfinity to work at all. I have been trying off and on for years, but no text message ever arrives at my Canadian number. I have many other US-based businesses and people who are able to message me, so I don't think the problem is on my end.

I'm looking for a solution, or acknowledgement that Xfinity doesn't support 2FA with non-US numbers (in which case, stop sending me reminders to enable it).

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3 days ago

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Accepted Solution

XfinityRichard

Official Employee

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1.7K Messages

5 months ago

Hi there, @user_rs6hnc Thank you for your time and patience. I definitely understand your concerns regarding not being able to use 2FA while you are in Canada. I'm truly sorry for the inconvenience at this time our system only supports US-based phone numbers.-Richard

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user_rs6hnc

4 Messages

OK, then I ask that your systems become smart enough to not send me repeated requests to use 2FA and SMS if they aren't going to work! Though really you probably have more than one international customer, so I don't understand why Xfinity doesn't work properly for those cases. Lots of other US companies have no such trouble.

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5 months ago

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XfinityMarcus

Official Employee

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1.3K Messages

@user_rs6hnc I completely understand where you are coming from in terms of not wanting to receive alerts that have no use to you currently. We do have a variety of ways for you to manage the alerts on your end. Are they arriving via text?

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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5 months ago

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user_rs6hnc

4 Messages

For example, logging in to “accept” the response, I am urged to set up 2FA. Every time I log in, it happens. My phone number is in my profile but unverified (because that requires SMS). So it would be reasonable to look at the area code and suppress the request. 

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5 months ago

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user_zcs6hv

2 Messages

@XfinityRichard​ I am not in canada I spend 6 months in florida. I have a Canadian mobile number.  I do not have this problem with any other company

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15 days ago

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user_rs6hnc

4 Messages

5 months ago

Just received another email from Xfinity. Title is "We were unable to reach you via text". The body is:

We recently sent you a text message but unfortunately it was not delivered.

Please take a moment to check your account to make sure your mobile number is correct. It's important to keep your mobile number up to date to ensure you receive important text messages about your Xfinity service in the future, including billing and appointment reminders, and outage alerts.
 
 
Thank you for being an Xfinity customer.

Really, really annoying to keep getting these when it's Xfinity's fault and within your control to do something about it.

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user_zcs6hv

2 Messages

Couldn’t agree more.  Frustrating and a waste of time.  Surely xfinity can resolve???

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15 days ago

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user_xm4vsh

1 Message

3 days ago

OMG me too! I just spent an hour on the phone AGAIN trying to get this resolved.  Escalated to security team BLAH BLAH BLAH.  In the end, they say I must have blocked them and I should contact my Canadian provider to unblock me.  I literally asked if they were SURE that I should be able to receive 2FA texts to a Canadian cell and he thought yes.  Even a simple google search disagrees and show how prevalent of an issue this is.  How can their tech employees not know this or be told it?  And more importantly, what a joke that XFinity, as a telecommunications device, cannot send a text message or call a Canadian cell?  OMG!!

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XfinityBrianH

Official Employee

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1.2K Messages

 

user_xm4vsh Thank you for reaching out to us here today wih your concerns! Our Xfinity systems currently do not support verification texts being sent to Canadian phone numbers, if you do not have a US based phone number you can have the 2FA sent to you by email. You can nfind more information here https://www.xfinity.com/support/articles/two-step-verification-xfinity-app-setup.

 

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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3 days ago

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