Unable to get past CAPTCHA to log in

Hi all,

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.