Hacked Xinity Router

My 89 year-old mother was getting scare pop-ups on her laptop saying they were from Microsoft, giving a fake phone number to call "immediately" and locking up the device. Unfortunately, she called them and gave away her email address and password. I updated her email password and set her up with a new laptop yesterday, thinking it was the device itself that got hacked. She called me several hours later, saying that the scare pop-ups were happening on the new laptop, so apparently her Xfinity-owned router was hacked, not just her computer. She is using wired Ethernet connection, not wifi, for this computer. Is changing the router's wifi password going to fix this issue? I've never heard of something like this happening and there isn't a lot of information about it on the Internet. What do I need to do? 

She also received some new equipment last week from Xfinity with no explanation, and there is nothing in her account about it, either. How do we find out why she received the new equipment?

Thank you.