Visitor
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1 Message
Hacked modem
So it's going to sound crazy. Some teenagers and adults have somehow hacked my modem and have full access to cameras and emails. I keep getting a loop saying I need to update phone then xfinity app always loops back to ema I can't get into now. Help
EG
Expert
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119.6K Messages
2 days ago
The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section for assistance.
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XfinityJustinC
Official Employee
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2.5K Messages
7 hours ago
Hello, @user_vh0qo5 thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and I'm glad our wonderful Forum expert @EG was able to bring this concern to my attention. I completely understand the concern if your equipment/account has been compromised and wanting to get control back. I've worked with customers who have had similar situations, and I've found I can only typically send the same password reset link that you mentioned goes in the loop.
We do have a great customer security assurance team who I've partnered with in the past, and they have been helpful with resolving this concern. Have you by chance worked with the CSA team via phone or there contact page: https://spa.xfinity.com/help
There is also this page dedicated to cybersecurity alerts where the team tries to provide the most update date information to stay on top of potential security risks and phising scams: https://spa.xfinity.com/alerts
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