SSID and password changed

SSID and password changed today. comcast provided router, new customer.
contacted customer service, provided phone number to contact security team.
called the number. was transferred somewhere else. spent an hour, nothing found.

I have two factor enabled
wifi password was very strong using wpa3.
no one else on my network, live alone.
no new devices show up in xfinity app.
logged into router directly,
firewall set to high.
remote access disabled.
password is tough also.
no devices that I don't recognize.

I realized it changed because I was working and suddenly lost wifi. I then received an email from comcast saying ssid and password was changed.

Any ideas?

I searched twitter (x) and I see another person had the same thing happen. But xfinity is acting like they have no idea what happened.

I've since changed my password on the router, my xfinity account and the wifi ssid and password.

Not feeling very "secure".

The SSID was changed to [Edited: Personal Information] and the password was set to [Edited: Personal Information]

Responses

XfinityMichaelC

Official Employee

•

4.1K Messages

9 months ago

Hey, user_0r5nru! Thanks for reaching out to us on the forums! I apologize to hear of the issue you were having with your wifi changing. I would be worried about my network as well if the SSID all of a sudden changed.Furthermore, II also apologize to hear about your experience when calling in. At any point did someone open a ticket to have this further looked into?

5

0

U

user_0r5nru

4 Messages

@XfinityMichaelC No ticket created. Also, last night at 11:38PM, the SSID and password was again changed to the same SSID and password as before.[Edited: Personal Information]. Seems like xfinity really has a huge security issue here.

(edited)

9 months ago

0

U

user_0r5nru

4 Messages

@user_0r5nru double checked the mac addresses for devices connected. no new devices. No logins to my xfinity account.

I'm the only one that lives here. Did you guys get hacked again or not clean the hack well enough and they are still in your network? My SSID and password should only be allowed to be changed by me.

Did you provision another customers modem by mistake and its attached to my account or what?

(edited)

9 months ago

0

XfinityAdrienne

Official Employee

•

1K Messages

Thank you so much for updating us @user_0r5nru! I am sorry to hear about the continued concerns with the network. I would recommend reaching back out to the Customer Security Assurance Team here https://internetsecurity.xfinity.com/help/report-abuse#:~:text=Comcast%20Legal%20Response%20Center&text=*After%20Hours%20Emergency%3A%20If%20you,%2D877%2D249%2D7306. to report the concerns fully.

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

9 months ago

0

U

user_0r5nru

4 Messages

So I called and they said they don't handle that. they wanted to transfer me to tech support.

Doesn't seem like xfinity has a way to deal with this. How about you open a ticket or provide me with an email address? Is that possible?

9 months ago

XfinityKrista

Official Employee

•

1.5K Messages

Hello @user_0r5nru, thank you for taking the time to reach out on social media. I understand your concern with the WiFi, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Comcast Business”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

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

9 months ago

0

Your Home Network

user_0r5nru

SSID and password changed

Was this helpful?

XfinityMichaelC

user_0r5nru

user_0r5nru

XfinityAdrienne

user_0r5nru

XfinityKrista

New to the Community?