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DMac
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87 Messages

Wednesday, May 20th, 2026 11:36 AM

Firmware Update

Received and email from online.communications@alerts.comcast.net stating I needed to update the firmware on my Gateway router within 7 days, else it will no longer be able to connect to the internet. The link given is a Google address: [Removed Potential Malicious Link]

Is this a legit email? A problem is that I'm out of the state, away from home, probably through next Wednesday. 

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9 days ago

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BruceW

Gold Problem Solver

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27.6K Messages

3 months ago

... The link given is a Google address ... update the firmware on my Gateway router ...

This is some sort of scam. Do not click! Note:

  • Comcast/Xfinity would most likely direct you to  a Comcast,com or Xfinity.com address, not Google. 
  • Users cannot update firmware on their Gateway routers, only Comcast/Xfinity can do that.

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XfinityRoberto

Official Employee

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2.4K Messages

3 months ago

I have not seen any emails sent out regarding firmware updates. All of our firmware updates to Comcast modems get pushed automatically over night if there is a new firmware update that the modem needs. 

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user_eb9ggj

Visitor

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1 Message

19 days ago

I just got the same email.  It's deceptive because the "from" email (see above) looks legit.  My Comcast email program marked it as spam, so I was suspicious already, but appreciate this forum and communication to confirm. Thanks!

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myinfo

Visitor

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2 Messages

16 days ago

i received this a few times in the last week in the past and did click on it hopefully it did nothing i followed what it said because it said it was from comcast

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XfinityFrank

Official Employee

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2.5K Messages

@myinfo, what information did you provide after following the directions?

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.
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14 days ago

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myinfo

Visitor

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2 Messages

Received May 20, July 23 and July 27 several remails on this. I followed instructions though my box did not light up

[Removed Potential Malicious Link]

How to install: The update will be applied automatically when you click the button above. Your Gateway router will restart once. The process takes 5-10 minutes. Do not unplug your router during this time.
Having issues? If you experience any problems with the update, please contact Xfinity support at 1-800-XFINITY.
Only did it once. I do not think it took. Had a folder but it was empty and deleted it. Hope you catch all of the bad people. Glad Xfinity does their own firmware.

(edited)

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14 days ago

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XfinityFrank

Official Employee

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2.5K Messages

@myinfo, thanks for that information. Did you provide any login information during this process? 

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 as Best Answer.tick

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14 days ago

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Lauraloo22

Contributor

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13 Messages

11 days ago

I have also received the same exact message. Is this legit or not? It says that we have only 7 Days in order to do this update. Is this an actual update or is this a scam? I see on here that some people are stating this is a scam and then others are actually trying to download this!. [Edited: "Inappropriate Language"] 🤷‍♀️

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XfinityRay

Official Employee

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4.2K Messages

Thanks for reaching out about the message, @Lauraloo22. @BruceW is one of our super knowledgeable contributors. They are correct that this is a scam. As stated, we do not send to a Google address and we send new firmware automatically in the overnight update. Did you take no action or provide any login or device information?

(edited)

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 as Best Answer.tick

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9 days ago

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Lauraloo22

Contributor

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13 Messages

Thanks for the info :-) I thought it was but then I looked at the email address and it said communications@alerts.comcast.net which I thought it looked genuine. 🤷‍♀️

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9 days ago

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XfinityRay

Official Employee

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4.2K Messages

I completely understand, @Lauraloo22! I got a spoofed call today and the bad actor said they were from Xfinity trying to get me to enter my information. Luckily I knew that was fake right away. They are getting better and better! This is our Service Policy Assurance Team's Alerts page, https://spa.xfinity.com/alerts. There is a similar email address scam showing from the 3rd. Then this link gives some great tips on how to prevent and report fraud, https://www.xfinity.com/support/articles/protecting-from-fraud. 

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 as Best Answer.tick

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9 days ago

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