Visitor

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1 Message

Monday, December 29th, 2025 11:38 PM

Hacked home network (confirmed by pro), three routers in a row instantly breached

Hello,
My home network has been compromised and all of my devices rootkitted. I bought new devices and got a new router, and the same thing happened again. I am currently the target of an insurance scam and have had my ID stolen, among other things. I have attempted to get help from abuse@comcast, but as in every other case I have seen, they have not even responded once. No one in the store knows anything about cybersecurity, nor did the technician. 

Further, I asked to change my phone number on my account in-store because my phone was sim-swapped and the employee failed to do so, so when I went to setup my new router, my account had still been accessible to the scammers and they were likely able to breach it that way. The third time, I changed my password on the technicians phone, alas, I still got hacked again. 

My DNS, HTTP, and HTTPS ports are open and have been with every router. I can see that on the day of my wreck, 5 unknown devices joined my network. My laptop and phones are/were being mirrored; I have 5 uTUN that are not assigned to any legit processes on my apple devices that I believe are exfiltrating data. via open ports. 
 
I didn't know about the Public hotspot SSID until just recently,  were the scammers utilizing this somehow? I turned it off now (they should really give you a heads up of ANY extra threat to security no matter how small, yeah?)

Why am I unable to secure my network, and why is no one at Xfinity accountable for it or even trained in it?  I don't know what to do. I am injured from the wreck and I have about one hour of energy with which to solve problems each day. I can only securely communicate from the library and try to solve my problems. My ID is wide open and my digital privacy has long been decimated. 


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Official Employee

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2.1K Messages

14 hours ago

Hello @user_vxiixo, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Visitor

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2 Messages

11 hours ago

Support would be much easier if the standard computer based menu to connect to service representatives was used instead.  We need live technicians to provide the support we need.  Most users would prefer using their voice based phones instead of text or email for support; it simply much faster overall.

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