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Visitor

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26 Messages

Friday, June 23rd, 2023 12:08 AM

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Hacked XFi, Hacked App, Hacked Website, Hacked Account....and Xfinity Security Continues To Ignore Me

Seriously, no one at Xfinity cares.  Their products and services are compromised - from their domains to their apps.   I just don't get it.

Visitor

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3 Messages

2 years ago

We are dealing with the same they say nothing on their end is wrong but we just had someone change the wifi password 2 days ago and it would only allow my device and the 2 cable boxes on the network. Dozens of unknown devices a second router which we don't own and still nothing. I have tried to get my own equipment setup but every time all I get is a couple hours on the phone that I can't get back. We have even gone through several cellphones each in the last couple months as a result. We don't really have any experience with these things and have only started to try to learn after over 18 months of this [Edited: "Language"]. I'm looking into contacting the FCC and possibly a lawyer

(edited)

Official Employee

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1.6K Messages

Thank you @flatlander3 for your input on this issue! 

 

@courtney.cakes, @user_c9bf0b Please reach out to our Customer Security Assurance Team (CSA) That will be able to better assist with each of your concerns. They can be reached online, here.

 

Their site also includes a phone number if you prefer an over-the-phone method of contact and numerous resources to help protect yourself online. 

 

 [Edit: fixed link]

(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 a reply as the Accepted Answer.tick

Visitor

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26 Messages

@user_c9bf0b​ 

welcome to my world.  i've been hacked and cyberstalked relentlessly for 10 years.  the police weren't knowledgeable enough to even see it, and the FBI (i went in person) couldn't have cared less.  i hate to be the bearer of bad news, but there are no "real" resources in place or available for victims of these crimes - unless you're a corporation and have $1M+ that you're at risk of losing.  every account, device and app i use is hacked, including my medical records, and my browsers have so much javascript and cookies embedded in them that no website i visit, including xfinity's, works the way it's supposed to.  today my apartment felt oddly warm - i keep the thermostat at 71 - so i looked at the setting and it was set to 85.  i live alone.  i now see what they're doing with all the "home" apps in my devices and on my roku tv, which, by the way, has a new serial number.  lol.  i swear to god.  

being a victim of hacking is beyond maddening and depressing, especially when you get revictimized when seeking help from people who call you crazy or paranoid.  i have lots of evidence.  i even know who some of my hackers are.  and i still get no help from anyone who is in a position to stop it.  

(edited)

Visitor

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26 Messages

@XfinityEva​ 

the link "here" opens as https://internet-security-site-web.ho-g3.cf.comcast.net/help/report-abuse%C2%A0, which is a blank page.  why is everything so difficult?  can you please just type the link?  thank you.

Problem Solver

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1.5K Messages

2 years ago

You need to unlink every website you have with Xfinity, especially banking information.  Setup a drop email account anywhere else.  Gmail, protonmail, wherever.  Change all of your accounts on other sites to use that email address, and for password recovery instead of your xfinity accounts.  Don't use your phone for 2-factor authentication for now.  Switch that to the email account you just setup.

it's better to do this from a clean OS.  Download a DVD or USB memstick install image from ubuntu.com.  Boot it, but don't install.  Just say Try Ubuntu and it runs standalone without touching your hard drive.

After you change your accounts, try the "forgot password" link on each site.  Make sure it works, and change your passwords again.  DO NOT REUSE PASSWORDS on other sites. 

For your Xfinity account, make sure there are no other email accounts/admin accounts added.  That is at https://xfinity.com  then the account icon on the top right, and then select "accounts and identity".   Then, Log into email, and make sure you are not forwarding email to another address on all of your email accounts with xfinity.

If your xfinity account is burned, never use it for ANYTHING again.  If you suspect compromised devices, reformat them.  If your phone is compromised, replace it.  Use a different phone number.

You gotta at least stop the bleeding.

Unknown devices are probably the lack of an MoCA point of entry filter installed where the cable goes into your house.  They're less than 10 bucks on amazon.  Goes right on the coax.  Xfinity MoCA has no security.  Without the filter, neighbors devices may be connecting to your network.  That's a different issue.

(edited)

Visitor

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26 Messages

2 years ago

i spent 3 hrs on the phone with xfinity today.  the sr. security tech added extra security (firewalls) to my xfi, but i can't login to it.  my devices say network isn't found.  if i factory-reset my xfi, will that delete the new security/firewalls?

Note: This comment was created from a merged conversation originally titled please help!

Official Employee

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2K Messages

I definitely want to make sure you can connect to the internet, @courtney.cakes. You are correct, if you factory reset your modem, all settings that were changed from default will be reset. Are you able to establish a connection over ethernet? 

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

Visitor

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26 Messages

the saga continues.... i had to factory reset router #2, which xfinity suggested i swap out for a new one, so i did two days ago. a tech came out to install the new router and hook up flex because they wanted to check my cable hookup, i guess, and because everyone at xfinity, except the techs themselves, seems to think that the techs can fix everything and add extra security to your router, etc., etc., when all they can actually do is test the connection to see that it works, plug the device(s) in, and at most, reset them, all of which a 5th grader could accomplish.  i've probably done more resets than all the techs combined.  lol.

anyway, they hacked into my new router and then into my flex, then reprogrammed it just like they did my roku.  i know this because i can't change some of the settings, and my flex mac address is one number off as shown in the admin tool (10.0.0.1).  i'm not a hacker, but i can obviously see some of the not-normal results of their hacking.  i don't know what the flex "about" screen under its settings should look like, but this is what mine shows (i named it to differentiate it from the other random hack devices thatshow up in my router; however this name shows up with the wrong mac address): 

"About Xfinity TV

Device Name      My Apt

Device ID     [list of 19 numbers beginning with 408 that isn't listed on device or label on box or anywhere that i can find]

Release Version     v38.0.0

Release Timestamp      06/29/23 7:51 AM

STB Timestamp     Mon 26 Jun 2023 09:43:51 PM UTC

eCM MAC     N/A   [obviously this looks suspicious]

STB Version      AX061AEI_6.2p13s1_PROD_sdy

XRE Protocol Version     2.8.0

Receiver     6.2.0

Environment     of1-x4"

Standard or no? 

Visitor

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26 Messages

@XfinityEmilyB​ 

you know, i've tried to remain calm and friendly with all of the MANY agents i've spoken with at xfinity about my account and their devices' security problems the past two years, beginning with my request to have my three slightly varied addresses changed to the correct one, which is the actual postal address.  it seems like such an easy fix, yet still, they have three variations of my address, which are 'linked" accounts, and which have served as an open door for hackers to access my account, which is exactly what they did.  how do i know this?  because today i found out that one of my addresses was linked to a different name, someone i don't know, and another was linked to my old email, but one i've never used with this account and no longer use at all, although they obviously do.  they also use my comcast email and voice service, neither of which i've ever used or even want, but can't get rid of.  xfinity's failure to simply fix my address caused the hacking nightmare that followed and the ramifications of which i deal with on a daily basis, and that's enough to anger anyone.  now add to that an online chat agent promising me a few weeks ago that she would schedule a tech to come out to put added security in my router which would prevent it from being hacked into, then he shows up and can do nothing except reset it, admitting he has no idea how to make it more secure, and then getting a bill from xfinity for $102 for the service call and fraudulent charges from the tech.  i'm beyond angered.  this whole experience has been nothing but a comedy of errors and epic failures on xfinity's part.  tomorrow i'm going to find a new internet and streaming service and be done with it.  can only get better from here.

Visitor

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26 Messages

and i'm not paying that [Edited: Language] bill.  i'd like to tell them exactly what i think they should do with it.

(edited)

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