If you feel like you or someone you know has been the victim of an online security issue, here's how to let the right people know.
Customer Security Assurance
The Customer Security Assurance organization has been established to ensure a safe and secure online experience for Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as
bots), online fraud and other security issues.
- Business Hours: 8:00am - 12:00am EST, 7 days a week
- Contact: 1-888-565-4329
Comcast Legal Response Center
- Location: 650 Centerton Road, Moorestown, NJ 08057
- Business Hours: 8:30am - 5:00pm EST, Monday - Friday
- Contact: 1-866-947-8572
*After Hours Emergency: If you are a law enforcement agent seeking immediate assistance due to imminent loss of life or serious bodily injury, please contact the Comcast Security Response Center (24x7) at 1-877-249-7306.
Report Child Pornography
Child pornography is illegal, and any use of Xfinity services in connection with this material violates the Xfinity Acceptable Use Policy.
If you believe you have encountered photographs, videos, or other content online that contains child pornography, please report the issue to the National Center for Missing & Exploited Children at report.cybertip.org.
Report Online Harassment
If you feel you are in immediate danger
Contact your local law enforcement immediately and file a report to ensure your physical safety.
If you feel you are not in immediate danger
Please document the incident by collecting information that can support an investigation.
- Emails illustrating the harassment, including the email headers.
- Time-stamped screenshots and URLs that display the harassment.
If you believe we can assist in your harassment investigation, send an email to email@example.com with the subject line "Harassment Investigation" and attach all evidence you can provide us to support in the investigation.
While Customer Security Assurance may be able to assist, you will be required to contact your local law enforcement agency if you are interested in pursuing legal action, including the identification of a Comcast customer.
If you feel a child is in physical danger while participating in an online activity
The child should first be instructed to tell a trusted adult about the event and then report the issue to the National Center for Missing & Exploited Children at: www.cybertipline.com
Report Spam Emails
When reporting spam emails, it is critical that you send us the email headers. Please do not forward the spam email. Forwarding the email will remove the original headers.
Report a spam email sent to your Comcast.net email account
- Select the message you wish to report as spam.
- Click the "Spam" button in the right-hand corner of the webmail console.
Email Client Users (Windows Mail, Outlook, Thunderbird, etc.)
- Select the message you wish to report as spam.
- Forward the spam message as an attachment to firstname.lastname@example.org.
Report spam email sent from within the Comcast Network
Once you have copied the full message headers from the spam message, paste the header and message into an email and send it to email@example.com.
How to unblock an email address
If an email is unable to be delivered to a Comcast.net email address, it's possible the sender's email provider is blocking your address as an antispam precaution for Xfinity customers.
The sender should receive an error message containing a link to a FAQ with valuable information regarding the issue and steps necessary to request removal.
Email administrators can submit the blocked IP address to the Security Assurance department to determine if the IP address is eligible for removal by completing the Blocked Provider Request Form. Requests submitted through this form are reviewed on a 24x7 basis.
Click here for a detailed list of error messages and associated FAQs
Report Phishing Emails
When reporting phishing emails, it is critical that you send us the email headers. Please do not forward the phishing email. Forwarding the email will remove the original headers.
Report phishing email sent to or from a Comcast.net email account
Once you have copied the full message headers from the spam message, paste the header and the message into an email and send it to firstname.lastname@example.org with the subject line "Phishing email."
Protect Your Email
You can help protect your email accounts from hackers and other threats.
Did you know hackers can use your computer to send spam without your knowledge? You can help deter hackers and ensure your email is delivered by following the steps outlined below.
Mail Client Users
Outlook, Windows Mail, MacMail, etc.
To help protect your computer, please visit our Xfinity Connect help page for instructions on how to securely configure your email client program. In accordance with industry recommendations, Comcast recommends the sending of email on port 587 with authentication or port 465 with authentication over SSL as secure alternates to port 25, which is the default for many older email clients. If you are configured to use a server other than smtp.comcast.net, please contact your mail provider for alternate secure port settings.
Comcast.net, Gmail.com, Outlook.com, etc.
If you are a webmail user and use a browser to access your email, you don't need to do anything.
Report Firewall Intrusion Attempts
Firewall logs should be sent to the Internet Service Provider who controls the network associated with the IP address attempting to connect to your computer.
If the IP address resides on the Comcast network
- Cut and paste the firewall logs (including the offending Comcast IP address) into an email and send it to email@example.com. Include the words "Firewall Investigation" in the subject line.
- Do not send the firewall logs as an attachment. Emails sent with an attachment cannot be processed.
If the IP address does not reside on the Comcast network
- Send the firewall logs to the abuse email address of the Internet Service Provider responsible for the IP address.
- If you need help determining the Internet Service Provider responsible for the IP address in question, visit www.arin.net. Entering the IP address will return the information of the responsible party.
Report Fraud and Identity Theft
In the unfortunate event that your identity has been stolen and/or fraudulently used to acquire Comcast services, or in some other way been utilized on a Comcast account, you can initiate a claim process.
Report a Blocked Website
If you think a website has been blocked due to xFi Advanced Security, you can report the issue to Customer Security Assurance.
Help Protect Yourself Online
For real-time alerts related to your online security, visit our Alerts page.