New Poster
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1 Message
Unable to get past CAPTCHA to log in
Today, I am asked to type in Captcha letters. I have tried the voice option as well. I cannot log in with Safari or Chrome at all and only intermittently with Firefox. There has to be a way to cancel this option!
Responses
Accepted Solution
ComcastJonathan
Official Employee
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839 Messages
1 y ago
Hope everyone’s had a good weekend. Last weekday we had a root cause analysis meeting hosted by our Reliability Engineering group with the product owners of the functionality around why this happened and what we can do to prevent it from happening again.
For background, you’ve probably experienced Captcha on many websites you’ve visited, the goal is to ensure you’re a human by answering the letters in a way that typically only humans can, and to stop bots from brute forcing their way into your account by trying different password combinations/permutations until they successfully guess your password. This is why we recommend two-step verification and NOT using secret questions and answers, so even if there was no captcha and they could brute force past the password, they’d still need access to your phone or email or your Xfinity Authenticator App to sign in.
If you’ve forgotten your password or mistyped it, that is typically the trigger for Captcha, perfectly fine when it’s functioning normally.
In a nutshell we made some back end API tweaks which required an increase in thread pull count (like putting in new plumbing and needing to know the water pressure to support the new plumbing), the proper alerting wasn’t in place. We’ve been assured that any future integrations with these APIs will have the proper alerting before they impact customers (similar to checking for leaks after a new plumbing job is installed). Had the alerting been in place we would have been able to catch the issue in the first go around.
Thanks again everyone for your patience, I’m personally committed to ensuring things like this are one-offs and that there’s continuous improvement to create a smoother and more reliable experience. Feel free to reply or PM if you have any further questions.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Kabocha10
Regular Visitor
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4 Messages
1 y ago
Yes, same here. I have 4 email accounts and it's a hassle to enter log-in credentials repeatedly for each one. I'm being very careful with my typing, making sure everything is correct, and still takes at least three times (not including the first attempt that triggers the captcha) to access my emails. Please tell us how to opt out of this, Comcast.
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jxc2
New Poster
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3 Messages
1 y ago
Same problem. A solution in search of a problem. These folks need to remove CAPTCHA NOW.
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ComcastJonathan
Official Employee
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839 Messages
1 y ago
Appreciate the patience, I’ll provide an update once I hear more. No ETR yet but it’s a high priority issue.
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jxc2
New Poster
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3 Messages
1 y ago
Hopefully they will remove this new ... feature. It's a disaster.
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ComcastJonathan
Official Employee
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839 Messages
1 y ago
It seems like they were able to fix the issue within the last 15 minutes and close it out. It was a Captcha thread count issue on the back end.
Try refreshing your browser to try again, and let me know if it's still an issue (screenshots in theses instances are very helpful), thanks!
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ComcastJonathan
Official Employee
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839 Messages
1 y ago
This is also something I'll bring up Monday to determine what the root cause was to prevent it from happening again, and whether the right detection alerts were in place to begin with. Again, thank you @Fastidious1 @Kabocha10 @jxc2 for for your patience and sorry it seemed to have taken a few hours to resolve.
Official Employees are from multiple teams within Comcast: 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 Solution.
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Kabocha10
Regular Visitor
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4 Messages
1 y ago
Yessss! Seems to be fixed. I'm not having problems logging in anymore. Thanks for following up, ComcastJonathan.
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Fastidious
Regular Visitor
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3 Messages
1 y ago
I cleared my cache and was able to log in WITHOUT even seeing Captcha. I hope it stays that way.
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Fastidious
Regular Visitor
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3 Messages
1 y ago
BEST Answered. I don't see a way to mark it so.
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viditza
New Poster
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1 Message
1 y ago
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