Comcast is committed to protecting our customers and other consumers against fraud. Protecting you is one of our top priorities, and we have dedicated significant resources to keeping your account safe and secure.
Xfinity Mobile, NOW Mobile, and Comcast Business Mobile recently rolled out new ways to keep your account safe from two types of fraud in the mobile space—SIM swap and port-out fraud. In this article, we'll give you the low down on SIM swap and port-out fraud, including how we're helping to keep your account safe.
What are SIM swap and port-out fraud?
A subscriber identity module (or "SIM") card is a physical or virtual card that identifies a device to a specific mobile network. SIM cards do many things, including storing your phone number and text messages.
SIM swap fraud occurs when a bad actor impersonates you and is able to transfer your SIM, and therefore your mobile service and number, from your mobile device to a mobile device in the bad actor's possession.
Port-out fraud is similar to SIM swap fraud, except in the case of port-out fraud, the bad actor impersonates you and transfers your phone number to a new provider and device controlled by the bad actor.
How we're protecting you from SIM swap and port-out fraud
To protect you from SIM swap and port-out fraud, we require our customers to securely authenticate with us before we process a SIM change or port-out request. In addition, if a SIM change or port-out transfer is requested on your mobile account, we will send you an email and text message alerting you. If you didn't make the request, you should let us know as soon as possible.
All Xfinity Mobile, NOW Mobile, and Comcast Business Mobile customers can also use Number Lock, a free tool that helps prevent the unauthorized transfer of your number to another device or service provider without your approval. While Number Lock is turned on for your account, no SIM swap or port-out activity can occur.
It's easy to turn on Number Lock. If you're an Xfinity Mobile or NOW Mobile customer, you can enable Number Lock on Xfinity.com or the Xfinity App, via Xfinity Assistant, or through an agent. If you're a Comcast Business Mobile customer, you can activate Number Lock on Comcast Business My Account or through an agent.
Learn how to turn on Number Lock
How else can I protect myself online?
You should also use a unique password for each of your online accounts, including your Xfinity account. Additionally, set up two-factor authentication at Xfinity.com, on the Xfinity app, or on Comcast Business My Account to add another layer of security to your service. Look out for emails, text messages, or other notifications telling you that your account information has changed. If you didn't initiate a change, you should let us know as soon as possible. If your mobile device is unable to connect phone calls, send text messages, or only works on Wi-Fi, your service may have been changed.
If you experience service disruptions, receive notifications that your service has been changed that you did not authorize, or if you otherwise think you may have been the victim of SIM swap or port-out fraud:
Report the suspected fraud to us, and we will investigate
You can learn more about how we handle and protect your information at the Xfinity Privacy Center or Comcast Business Privacy Center.