Learn more about common phone scams and ways you can protect yourself.
This is not an exhaustive list of scams, but these are some of the most common ones. For more information on these and other scams, visit the FCC's website. You can also visit the Internet security alerts site for a current list of scam phone numbers affecting Xfinity customers.
Telephone slamming
Telephone slamming occurs when an Xfinity Voice or Xfinity Mobile customer's telephone service is switched to a new provider without their permission.
What to watch out for:
- You fill out a contest entry form, where the fine print states that you’re signing up for a different telephone service provider by entering the contest.
- You receive a call from a telemarketer asking you to switch your telephone service provider.
- Even though you told the telemarketer that you were “not interested” in switching, your telephone service provider was changed anyway.
How to protect yourself:
- Ask that all offers from communications providers be sent to you in writing and review them before deciding.
- Read offers carefully before signing any form, contest entry, or survey.
- Make a note of the name and telephone number of the marketing representative in case you need to reach the company in the future.
- You should also ask about additional charges you need to pay before receiving a free prize or gift.
- If you have to pay, it’s a purchase, not a gift.
Making international calls unintentionally
In most cases, you have to dial 011 to call a foreign country. However, there are some locations outside the U.S. with telephone numbers that look like domestic long-distance calls. For example, 809, 284, and 876 are area codes for countries located in the Caribbean. Calls to these countries are considered international calls and will be charged international rates.
- Xfinity Voice Premier subscribers have unlimited international calling to more than 90 countries and destinations.
- For more information, see which countries are included with Voice Premier.
- International calling rates apply to all other Xfinity Voice plans without international features.
- For more information, see the complete list of international calling rates.
What to watch out for:
- You may see an ad for a service that directs you to call a specific number outside your area code, or you may receive another form of communication (like a text message, email, or "urgent" voicemail message) directing you to call a specific number outside your area code.
- These communications could be scams directing you to call an international number.
How to protect yourself:
- Be cautious about making calls to area codes you don't recognize.
- You can check the area code online at the North American Numbering Plan Administrator — Area Code Lookup tool to determine its location before making your call.
- Control access to your telephone so no one uses it to call international numbers.
- If you're sure you won't need to make international calls, you can call Xfinity and ask for an international block on your Xfinity Voice service.
Call forwarding scam
A call forwarding scam is when fraudsters pose as trusted individuals, businesses, or financial institutions and tell you to dial a specific code and phone number through a call, voicemail, or text message. This scam programs your telephone to forward calls made to your telephone number to another number, which could possibly be an international number.
What to watch out for:
- You may receive a call, voicemail, or text message instructing you to lift the receiver on your home phone, listen for the dial tone, then dial *72 followed by a 10-digit telephone number.
- You’re no longer receiving calls, but you can make outbound calls.
How to protect yourself:
- Ignore these calls. If you receive this type of call, hang up. Don't follow the directions if you receive a voicemail or text message like this.
- You can review and change your Xfinity phone feature settings, including your Call Forwarding settings by following the instructions here.
Caller ID spoofing
Caller ID spoofing is when a bad actor deliberately falsifies the information transmitted to your caller ID to disguise their identity. Scammers often use deceptive local numbers or spoof a number from a company or a government agency you may already know and trust. If you answer, they use scam scripts to steal your money or valuable personal information, which can be used in fraud.
What to watch out for:
- If you recognize the caller ID display name, but not the associated phone number, it may be a spoofed call.
- In some cases, caller ID spoofing may be used with a pre-recorded message asking you questions or asking you to press a specific number for further instructions.
- Another sign of spoofed phone calls is a business or service offer that requires you to pre-pay using non-standard payment methods, like gift cards.
How to protect yourself:
- Don't answer calls from unknown numbers. If you answer, hang up immediately.
- You should hang up if you answer the phone and the caller asks you to hit a button to stop getting the calls.
- Scammers often use this trick to identify potential targets.
- Don’t respond to any questions, especially those that can be answered with "Yes" or "No."
- Never give out personal information like account numbers, Social Security numbers (SSNs), mother's maiden names, passwords, or other personally identifiable information in response to unexpected calls or if you are suspicious.
Expensive callback “One ring" or “Wangiri"?
A one-ring scam (sometimes called a “Wangiri” scam) attempts to trick you into calling a fraudulent number, usually a toll or international number. Your phone rings once, then stops, with the fraudster relying on your curiosity to prompt you to call the number back to see who was calling. These calls can happen at any time during the day, but they usually occur at night when the fraudster is hoping you’re sleeping and therefore less likely to check the caller ID and more likely to return the call using the return call code *69.
What to watch out for:
- Any call that rings once from a number you’re not familiar with, and that doesn’t ring again.
How to protect yourself:
- Don’t call back numbers you don’t recognize, especially those appearing to originate overseas.
- Don’t use *69 without making sure you recognize the telephone number.
Spam texts
Spam texts, or robotexts, are uninvited texts scammers send to your phone. They try to trick you into giving personal information or clicking harmful links. These texts can be security risks, leading to identity theft or malware.
What to watch out for:
- Texts that copy real messages from banks, government agencies, delivery services, or other trusted entities to fool people.
- Texts claiming a friend or family member is in trouble and ask for money or information.
- Texts claiming you won a prize or are owed a refund, and request information.
- Texts from a number you’re not familiar with that attempt to start a conversation or act like you already know the sender.
How to protect yourself:
- Avoid engaging with these messages.
- Do not give them any personal information.
- Use the tools on your phone to block and report them.
Xfinity Mobile device return scam
Some scammers pretend to be Xfinity Mobile agents. They try to trick you into sending your phone to a fake address so they can steal it. They might say your phone is refurbished, or that it is the wrong version. They promise to send you a new one. Then they give you a shipping label that sends your phone to an address that is not part of Xfinity Mobile.
What to watch out for:
- Be cautious of emails, chats, text messages, or phone calls asking for personal information, like your username, password, or account number.
- Be cautious of calls asking you to return your device.
- If you're returning a phone, the easiest way to do it is through your account at xfinitymobile.com. This gives you the choice of dropping off the phone at a FedEx Office shipping center or scheduling a FedEx pickup. Learn How to return or exchange your mobile device and accessories.
How to protect yourself:
- Don’t answer calls from unknown numbers. If you do, hang up right away.
- Never give out personal information like your account number, Social Security number (SSN), mother’s maiden name, or password during an unexpected or suspicious call.
- Don’t share your email address over the phone or in a text message with a suspicious caller.
- Set up Two-Step Verification to help protect your online access. For steps, see Two-step verification for signing in to the Xfinity website and app.
- Only engage with secure websites that begin with https:// (the "s" indicates the site is secure).
How to report phone fraud
If you believe you experienced a phone scam, you should report it to the Federal Trade Commission (FTC). The FTC will add the information from your complaint to the Consumer Sentinel Network, a database used by law enforcement agencies worldwide. Visit the FTC's fraud reporting tool or call 1-877-FTC-HELP. You may also file a complaint with the FCC.
Reporting spam texts
Android
- Click Report Spam.
- Click Yes to confirm and check the box to block the number.
Note: Spam texts can also be forwarded to 7726 to report as Spam. - The text will be archived in the Spam & blocked folder.
- If desired, go to Messages Settings > Spam protection. Turn on Enable spam protection.
iOS
- Click Report Spam.
- Click Delete and Report Spam to confirm.
Note: Spam texts can also be forwarded to 7726 to report as Spam. - The number will be blocked, and the message will be moved to the Recently Deleted folder.
- If desired, go to Settings > Messages > Message Filtering, and turn on Filter Unknown Senders.
How Xfinity helps prevent you from becoming a victim of these scams
- Comcast offers calling features like Call Screening and Call Waiting.
- The verified caller ID includes a [V] next to the caller’s name for certain calls.
- These are calls where the caller’s service provider verified the call is coming from a non-spoofed telephone number.
- Because Comcast provides all domestic long-distance service, a fraudulent company can’t change your long-distance provider.
- You shouldn’t receive a separate bill for long-distance if you have Xfinity Voice.
- All 900 and 976 numbers are automatically blocked for your protection, free of charge.
- Comcast will place an international calling block on your account at your request.
- Comcast collaborates with legal and outside counsel to pursue those responsible for misconduct.
- It also works to block and take down sites that try to spoof or imitate Xfinity or Comcast.
Additional information
Visit our Online Support Center to find common solutions.
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