Protecting yourself from fraud

Xfinity is committed to keeping you safe

Keeping your account safe from cyber threats is a top priority. Xfinity:

• Invests in tools and technology to help protect your personal information.
• Uses multiple layers of security to detect and block online threats automatically.
• Has a team of security experts working 24 hours a day, 7 days a week.

Protect yourself from fraud

One of the best ways to protect your account is to set up two-step verification. This extra security step helps keep your account safe, even if someone gets your password.

The Xfinity app helps you verify sign-in attempts and manage your account security settings. When using two-step verification, the app offers three ways to verify it is you:

• A push notification on your registered device.
• A text message or email code.
• A code generated in the Xfinity app.

When an unrecognized device tries to sign in, Xfinity sends a verification code by text or email to the mobile number you select. You must enter the code to access the account.

Important: Never share a verification code with anyone. 

You can take extra steps to help protect your Xfinity account.

• Most importantly, trust your instincts.
• If an email, text message, or phone call claiming to be from Comcast or Xfinity seems suspicious, especially if it asks for payment or personal information, call 1-800-XFINITY (1-800-934-6489) to confirm it is real.

Common fraud techniques

Bad actors may also try to pretend they are Xfinity representatives or create fake websites to steal your personal information. Watch for these potential threats:

• Fake payment requests
  • Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo, or Zelle®.
    • If you get an unexpected call, text, or email asking you to pay your bill, check your account balance first.
    • Then make a payment directly through the Xfinity website or through the Xfinity app.
  • Xfinity representatives will never ask for your username and password over the phone.
  • Bad actors may have access to personal information such as address, account number, balance due, and even last payment amount on your Xfinity bill.
    • If something seems suspicious, stop the conversation and contact Xfinity directly at 1-800-XFINITY (1-800-934-6489) to verify the request.

  • Before entering payment using a link in an email, make sure the webpage is secure by clicking the lock symbol in the address bar.

• Deceptive emails, phone calls, and text messages
  
  • Bad actors may use phone numbers that look like they belong to Xfinity or rely on you calling the wrong number to try to get account or payment information.
    • If you are unsure whether the person on the line is an authorized Xfinity representative, hang up and call 1-800-XFINITY (1-800-934-6489).
  • Xfinity carefully reviews its emails, websites, and text messages to help make sure the information shared with you is accurate and trustworthy. Be cautious if you notice signs that a message may not be legitimate, such as:
    • Spelling or grammar mistakes.
    • Blurry or low-quality images and logos.
    • Incorrect links or website addresses.
    • Other unusual errors or inconsistencies.
  • If the communication looks suspicious, you should delete the message, leave the website, and contact Xfinity directly through an official channel to verify its authenticity.
  • Always check the sender’s email address.
    • If the email claims to be from Xfinity, but comes from an email address you do not recognize, don’t trust it.
  • Never open links or attachments in unexpected emails or text messages.
    • They may use a disguised program such as malware, adware, spyware, or viruses that can damage or steal your data.
  • Scammers may make emails and text messages look like they came from Xfinity. To confirm a message is real, check that the sender’s address ends in @comcast.net or @xfinity.com and includes the correct Xfinity logo.
• Misleading websites
  • Some bad actors create website addresses that look like Xfinity.
    • These websites may use small spelling mistakes or extra characters to trick you into visiting them by accident.
      • Once on these fake websites, you may be asked to make payments, provide account information, or download software that could harm your device or steal personal information.
    • These fake websites may look very similar to the Xfinity website or the website of a trusted Xfinity partner.
      • They may ask you to sign in, update your account information, or confirm personal details.
      • Always double-check that the web address you’ve typed into your address bar is correct.
      • The correct address for Xfinity is xfinity.com.

• Phishing email or phishing text message
  • Scammers may try to make emails or text messages look like they are from Xfinity. Here are some warning signs to watch for:
    • Messages that create a sense of urgency, such as “Your account will be deleted” or “Immediate action required.
    • Misspelled website or email addresses that do not end in “comcast.net” or “xfinity.com".
    • Requests for personal information such as your password, Social Security number (SSN), or payment details.
    • Unexpected attachments or links, especially if you were not expecting a message from Xfinity.
    • Requests for payment using gift cards. Xfinity does not accept payments with gift cards from another company, including Google, iTunes, Xbox, PlayStation, Target, Walmart, PayPal, Venmo, or Zelle.
  • Learn more about phishing.

• Scammers may try to trick users into sharing personal information. Watch for:
  • Phishing emails and text alerts that pretend to be from Xfinity, asking you to “verify your account” or “accept new terms.
  • Unsolicited emails that have attachments that you are told to “click on” or download.
  • Social media messages from users that claim to be Xfinity employees.
  • Embedded QR codes or links in emails and text messages that claim to have important account information or updates.
  • These scams can help someone steal your identity, get into your email account, and see your personal information.

Report fraud

If you think you have been targeted by a scam, fraud, or dishonest business practice, report it at reportfraud.ftc.gov. The Federal Trade Commission (FTC) also provides helpful tips and scam alerts on its Consumer Advice website.

Lastly, if you feel like you or someone you know has been the victim of phishing, spam, online fraud, phone scam, or another security issue related to a Xfinity account, report it to Service Policy Assurance to let Xfinity know about the abuse. 

You can also learn more about Internet security, common phishing scams, and current Xfinity security alerts at Cybersecurity Alerts.