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millea540

5 Messages

Tuesday, September 3rd, 2024 7:04 PM

Closed

Xfinity Sign In Activity Showing IP addresses and log in attempts that I did not make

I have been trying to talk with the xfinity security service and any customer service that will listen but none of them have been able to help or follow up. I am seeing log in attempts made from strange IP addresses on my xfinity email account. I have had my account compromised by the security reps and changed my password a dozen times. These log in attempts keep coming up from IP addresses that are not me. I did not initiate these log in attempts. I already have 2FA on my account which is why it doesn't make sense that someone else could be logging in as I never received any notification from the 2FA that someone even tried to log in. Could this be an error on xfinity? Even today after changing my password immediately I see these strange log ins. 

Question

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Updated 

6 months ago

526

2

XfinityAirelle

Official Employee

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2.5K Messages

8 months ago

Hi there,

millea540. Im sorry to hear that you are seeing these unauthorized log in attempts. I understand how this can be concerning. Are you beung sent a text message or email with the 2FA during the same time these events happened? 

 

7

millea540

5 Messages

@XfinityAirelle​ no, these log in attempts did not trigger my 2fa for my phone or alternate email.

8 months ago

0

XfinityAirelle

Official Employee

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2.5K Messages

@millea540 Thanks for letting us know! I do believe these are failed log in attempts. However, you will definitely want to report something like this to our Customer Security Assurance (CSA) Team. They are available from 8:00am - 12:00am EST, 7 days a week, by calling 1-888-565-43298. You can also submit a report online by visiting https://internetsecurity.xfinity.com/help/report-abuse

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
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

8 months ago

0

millea540

5 Messages

I have submitted reports and spoken to multiple members of the CSA team. With promises of following up which never happened. No explanation was ever given, and why would this page be showing failed sign in attempts when they look no different than the successful sign in attempts that show up when I do actually log into my account? This will lead to a lot of confusion and potentially panic for some. This is something that should be escalated and addressed by whoever heads up the security assurance team....

8 months ago

0

XfinityJohnG

Official Employee

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1.7K Messages

I would be able to escalate that issue from here for you @millea540. Please send me a direct message with the full name and complete address for your account. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

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

8 months ago

0

millea540

5 Messages

I have submitted the direct message. I look forward to hearing from you. 

8 months ago

0

user_8f6b2b

Visitor

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7 Messages

8 months ago

I've been seeing the same thing for several weeks now and apparently a lot of customers are seeing it, as well.   My sign-in activity log is averaging 10-15 new entries each day, most occurring in the middle of the night.

I called Xfinity's Customer Security Assurance (CSA) hot-line earlier today and was on the phone for an hour and a half...transferred to 5 or 6 other departments for the duration, all which appeared to be in a foreign country.

I asked whether technical support or software development or ? could please look into the possibility that the "logging level" for the sign-in activity had mistakenly and recently been set too high, hence customers are now seeing both successful log-ins and failed attempts .   

The last person in the CSA department said that some customers want to see the attempted log-in entries...and left it at that :(

I doubt my question whether the logging level might have been modified will ever get sent up the chain. 

9

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XfinityMarcos

Official Employee

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2.3K Messages

Hey there user_8f6b2b, I can see how that sign-in activity would be pretty alarming to see. Our CSA team is amazing and the best resource for any concerns you have when it comes to fraudulent activity. To confirm, the sign-in attempts you're seeing are not made by you or a device you recognize? 

 

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

8 months ago

0

user_8f6b2b

Visitor

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7 Messages

Correct, the "failed" attempts are not made by me or a known device to me.   The IPs (whois.com) are tied to Brazil, Russia, Pakistan, Lithuania, Turkey, Bangladesh, etc.  

Here's another post by a confused customer seeing the same issue.   This person purposely tried entering incorrect password and found the  failed attempts were also logged.  https://www.reddit.com/r/Comcast_Xfinity/comments/1etrg5r/account_hacked/

(edited)

8 months ago

0

CC_Tony

Retired Employee

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1.4K Messages

@user_8f6b2b We do not have access to your login information. Your best course of action is to change your password, make sure 2FA is set up, and report any suspicious activity to our CSA team.

8 months ago

0

user_8f6b2b

Visitor

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7 Messages

I have been diligent with changing my password and I do have 2FA set up.   The point is Xfinity is logging bad actors trying just once to figure out our passwords, which will not trigger 2FA.   Entering the correct password will trigger 2FA.  The bad actor fails, then moves on.    Do Xfinity customers really need to see the high number failed attempts by the bad guys?

8 months ago

0

CC_Tony

Retired Employee

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1.4K Messages

@user_8f6b2b, you can use that information to help determine if a website compromised your information. If you set up a new account and start to see an increase in failed login attempts, you can start to narrow down possible culprits and take the necessary steps. 

8 months ago

0

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