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Someone is using my account

New Poster

Someone is using my account

Someone besides me and my family has been watching TV on the app. I've changed our password four times but this person is still connected. I recently discovered that when I changed my password I could still connected with the app even though I didn't enter the new password how can I get this person off my account?
Official Employee

Re: Someone is using my account


@Eswilson64 wrote:
Someone besides me and my family has been watching TV on the app. I've changed our password four times but this person is still connected. I recently discovered that when I changed my password I could still connected with the app even though I didn't enter the new password how can I get this person off my account?

I’ve removed all your existing devices from our database. Your unwanted guest should no longer have access. You’ll need to sign in again using your new password.

 

-ComcastDan


I am an Official Comcast Employee.
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New Poster

Re: Someone is using my account

Thank you Dan. Enjoy your weekend.
Regular Visitor

Re: Someone is using my account

Hey Dan, having the same issue looking to remove all users from my account, could you send me a PM on how I can get this taken care of?

Regular Visitor

Re: Someone is using my account

Hi Comcast Dan,
Can you also remove all devices from my account as well please? I am having the same problem as the original poster. (My family only uses the xfinity Tv Box) I have called comcast and asked them to "deprovision my mobile devices using X-ray" to no avail. I asked to speak with someone in the tier 2 technical support dept but after 40min and being transferred several times no one knew what I was talking about. My call never made it to anyone in Tier 2 Tech Supp. I have changed my password but I didn't have to enter it when I signed on to my xfinity.
Thank you for your time!
Official Employee

Re: Someone is using my account

Hi -11. I can assist with removing all devices. Please send me a private message and include your full name, service address, and account number so I can assist you. 


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.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Someone is using my account

I am also having this issue. Can someone help me remove all devices that are currently attached to my account?

New Poster

Re: Someone is using my account

Hi Dan,

I am having the same issue I am hoping to have all user logged out of our account, we only want certain people using it, we have friends that are using the app as it has kept them logged in. How do I get them kicked off?
Silver Problem Solver

Re: Someone is using my account


@justinlucero wrote:
Hi Dan,

I am having the same issue I am hoping to have all user logged out of our account, we only want certain people using it, we have friends that are using the app as it has kept them logged in. How do I get them kicked off?

Change your Account password.


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I am just a customer, volunteering my time to help other customers here in the Forums.
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New Poster

Re: Someone is using my account

Comcast Dan, I am currently having this same issue. Is there any chance you can do the same for me?
New Poster

Re: Someone is using my account

can you do the same for me  Please , i been working with Comcast support for days but getting no where 

Silver Problem Solver

Re: Someone is using my account


@RLA58 wrote:

can you do the same for me  Please , i been working with Comcast support for days but getting no where 


Do you see your username/password here?

https://customer.xfinity.com/#/settings/security#username-password

 

You can change it if you think someone is using these credentials.


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
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