U

Visitor

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2 Messages

Mon, Jul 11, 2022 11:56 PM

Closed

Unauthorized Access to Xfinity Stream App

About a month ago I noticed shows were being recorded and watched on my DVR that I hadn’t recorded. I changed my password and setup 2FA for my account, but unauthorized shows continued to be recorded. It appears that someone has my Xfinity Stream App login information and, unlike Netflix, Apple, Microsoft, and every other major tech company in business, Xfinity doesn’t allow you to sign into your account and log out of all the devices you are signed in to.

 

After reading through various posts on this forum, I called 800-Comcast and spent almost an hour being transferred between three different people – all of whom were unable to help me. I asked repeatedly to be transferred to the app support team to have my streaming devices deprovisioned, but I was told they were currently unavailable (even though it was 1500 CST). The last representative I talked to told me they were creating a ticket and escalating it to the highest priority level and that someone would call me back within an hour.

 

Three hours later, I’m still waiting for that phone call.

 

  1. It is absurd that Xfinity doesn’t allow you to do this yourself.
  2. It is even more absurd that three different people in “technical support” don’t know how to accomplish this and/or refuse to transfer you to someone who does.

 

This is horrible technical support and horrible customer service – I wasted an hour of my time for a security breach that wasn’t resolved and I’m still waiting for a promised phone call that was supposed to be “within the hour.”

 

Any suggestions on how to get this security breach resolved?

Accepted Solution

Visitor

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2 Messages

1 m ago

@XfinityJosephA​ It's already been taken care of. Thanks for the response.

This comment was created from this reply

Official Employee

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728 Messages

3 m ago

Hello, @user_456077, I will be more than happy to help you de-provision your devices. I know you want this issue fixed especially after calling us and spending valuable time on this issue. When you have a chance send your name and service address to “Xfinity Support.” You can do this by using the direct messaging icon at the top of the page. This is something we need to look up your account to do, but our team can get this done. 

Visitor

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2 Messages

@XfinityJosephA​ It's already been taken care of. Thanks for the response.

This reply has been converted into a comment

Visitor

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5 Messages

@user_456077​   We have the same problem.  Please provide information on how it was taken care of.

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