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Xfinity support call lead to a scammed number?

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Xfinity support call lead to a scammed number?

I send a message over your website to talk to a representative on May 19 about my internet issue after an outage had occur at 12:00 PM for the second time this week. She was not able to figure out what the problem was and directed me to call the 1(800)934-6489 number for customer support on wifi. I called and told them about my wifi problems, and they check to see if it was the modem. After realizing it was not the modem they told me to pull out the plug on my router, when that did not work they told me to reset my router and that there was several steps needed to be taken since the wifi password and info would change. I rested the router and was able to have internet connection after that. I told the representative I was not happy with my new wifi password and I wanted to change it. He told me to type a few numbers in my user bar, and it redirected me to my router screen where I forgot my password and user name. He told me to try admin as my user name and password as my password. When that did not work he told me he was going to transfer my call to ASUS. THE GUY TRANSFERRED MY CALL TO A SCAMMER. I don’t know what happen but he probably googled a number. I don’t know who I was talking to but the transfer send me to a person that asked me go to a site put my name and download gotoassist customer support. I told the new person on the phone I just want a reset on my wifi user name and password. Again I’m thinking xfinity customer support redirected me to ASUS support. I download it and the person starts moving my computer around. Luckily I was paying attention and he did not download anything additional to that. He did open my terminal and able to see everything. He tried to trick me by telling me my account had been compromised by hackers and that all those things opened in the terminal were hacker. They told me that they needed additional people to work on it with additional programs. I had a bad feeling and I asked them if it was going to cost me. He said $150 dollars. At that point I decided to hang up.
My question WHY IS ONE OF YOUR EMPLOYEE DIRECTING ME TO A SCAMMER. THE TRUST I HAD ON UR COMPANY IS DOWN THE DRAIN. I DOWNLOAD A REMOTE ACCESS TRUSTING YOUR PEOPLE HAD CONNECTED ME TO THE RIGHT CUSTOMER SUPPORT NUMBER. LOOK INTO IT. 

Expert

Re: Xfinity support call lead to a scammed number?

I've asked a Comcast employee to help you. You should expect a reply in this thread. 


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Xfinity support call lead to a scammed number?

Hello s-tressed. We apologize for any miscommunication that may have occurred. I can assist with getting your incident reported to our Comcast Customer Security Assurance team for proper investigation. Please send me a private message and include your full name, service address, and account number so I can get you the correct contact information. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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