H

Visitor

 • 

2 Messages

Wed, Jan 12, 2022 6:55 PM

COMPROMISED CONNECTION HELP

My Router has been taken over by hackers and have control of my entire network. Has anyone ever had this issue? If so please respond and help me take my network back from these people. Thank You! :) <3

Contributor

 • 

136 Messages

14 d ago

Hey, totally feel for where you're coming from. 

 Sounds like a sticky situation that's uncomfortable and unnerving but not entirely out of the question to resolve in your favor...

 First things first, if its that bad pull the plug to prevent data loss.. Secondly, restart the router/gateway and when it comes back online change the default password or change it if the default was changed.

 Thirdly, contact Comcast, get the issue on the record and follow company reps advice. Probably best to let the company deal with these pesky characters on the server side..

 Lastly, if you can log into the router gateway, and after authentication is changed, reset to default settings and see if there is update available on vendor website to reload the config, software or patch's available.

 Oh and it would be nice to know specifically to the extent you can, describe whats happening?  What has been taken over? All devices? Mobile device included? What control? Website redirected? Pop ups? Ransomeware?

 More details = more help.

 Just my .2 cents

 Thanks and good luck.

Visitor

 • 

2 Messages

14 d ago

I dont know how to change the password or log into the router and authenticate it or restore it can you tell me how?

Official Employee

 • 

43 Messages

Hello @HHFAM I can understand how that can be frustrating and would love to look into this for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

New to the Community?

Start Here