3 Messages
Was chat hacked?
I started working from home in 2021. In January 2022, an Xfinity representative contacted me and asked if I wanted them to enroll me in their program to get a discount on my internet. I said yes, she clicked some buttons on her end, and a credit started showing up on my account each month.
I had no problems or issues with this until October of 2023 (22 months later) when the credit stopped.
I tried reaching out via Xfinity chat, and was told "It's the federal government's problem" and that I have to contact President Biden to get it resolved.
Anyone else having this problem? I know they had a security breech in October of 2023, which I suspect is what caused the issue, but I've been through four different "employees" (not sure if they are real employees or not) and have not gotten any resolution.
user_wgepve
3 Messages
1 year ago
I started internet service with Xfinity in October of 2021.
In January of 2022, I was contacted by an Xfinity representative, asking if I'd like them to enroll me in their discount program, where I would get a credit on my bill toward the cost of my internet. Of course, I said sure. She asked me a couple of mundane questions (nothing that would put my identity at risk), and that was it. This credit began appearing on my bill immediately thereafter, and continued to appear on my bill for well over a year.
In October of 2023, the credit inexplicably stopped. I know Xfinity was hacked in October, so I'm thinking it had something to do with this hack.
But, when I reached out via the customer service chat, they denied removing the discount, told me it was the federal government, and that I need to contact President Biden to resolve this.
I'm going through the Xfinity website for the chat, but now I'm also getting emails (that appear to be from Xfinity) asking for my personal information (like a copy of my driver's license etc) and I've NEVER had to provide that information to Xfinity in the past. Since this only started after the hack makes me think these aren't legit, but I'm not sure how to resolve it and still protect my personal information.
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XfinityMarcos
Official Employee
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2.3K Messages
1 year ago
Hello @user_wgepve, security issues like that are always worrisome no matter the circumstances, so I can understand why you're reaching out. Are you getting those emails to your Xfinity email, or a 3rd party email? As far as the discount you mentioned, do you happen to remember the name of the discount? If you have concerns regarding the data security incident you're referring to please visit xfinity.com/dataincident.
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NoNoBadPuppy
Problem Solver
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543 Messages
1 year ago
You were probably covered under the ACP (affordable connectivity program). It gives those that are approved a $30 discount on their internet. It is only good for 1 year, and *YOU* have to renew it. Comcast, or any other provider, cannot do it for you. You have to go back into your account and update your current finances and wait to see if you still qualify.
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