New Poster
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3 Messages
router password not set to default
I just had a new router installed today. The technician said the admin password would be set to the password I had set previously. Everything was done and about 5 minutes later, someone accessed my PC remotely, put up a screen that said "software updating, do not turn off" and then the mouse pointer started moving around wildly. I was sitting right there and saw this happen, so I immediately turned off the machine. I turned it back on and it was on an amazon page with a $50 gift card in the cart. Nothing had been ordered. I did change the password on Amazon, but since they got there using my browser on my machine, I suspected someone must have come through my router.
I tried to log into the router with the admin password I had previouslly. It was not the right password. I tried the default password. It didn't work. I thought maybe the tech set it to my wifi password, so I tried that, no luck. I really don't think the intruder had enough time to reset my router password, but it may be a possibility. How do I get a router password that I actually know at this point?
BTW, Xfinity needs to know how absolutely successful the Xfinity Assistant is at being frustratingly useLESS, but nothing more. Trying to get support from Xfinity is absolutly maddening! If this is the best support I can get, then they should be paying the forum users!
daneaffr
New Poster
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3 Messages
3 months ago
Follow up -This morning I had an email from the amazon credit card provider saying my card had been compromised due to suspicious activity and my account had been locked. I knew immediately it was a scam so didn't look far enough to see what they were telling me to do to "resolve the issue". I logged into that account and everything is fine. Clearly this perpetrator is targeting amazon to scam people. I'm running a full system scan and it is now 79% complete and scanning my external drive, which is not where I suspect threats would be installed, so I don't anticipate any malware will be found. Heading over to the Xfinity office to speak to a human being as soon as the scan is complete! In the meantime, I tried logging into my router using my laptop and got the same result. I want to make sure I can reconnect everything myself before I reset this router - it's a 2-box system, so not quite sure how it works, so I need to physically walk into their office and talk to someone. What a [Edit: Language]!
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XfinityDemitrius
Official Employee
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1.7K Messages
3 months ago
Hey @daneaffr, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the recent security issue you encountered. This is outside our demarcation, and would recommend reaching out to the Original Equipment Manufacturer (OEM) of your device for assistance as this sounds like would be a device specific issue.
We do recommend using our xFi Advance Security which helps keep devices safe, using an antivirus software and more. You can learn more about our xFi Advance Security by visiting 'Getting started with Xfinity xFi Advanced Security' support page and 'Use Xfinity xFi Advanced Security' support page.
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