- Report: #1057466
Complaint Review: Comcast Cable - Internet Internet
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Author Not Confirmed
Why?
Comcast Cable
Internet, Internet, USA
Phone:
800-COMCAST
Web:
www.comcast.com
Categories:
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Comcast Cable Internet security scam Internet
We have been a Comcast customer for well over three years. Our monthly bill averages over $200 and we have never been late paying this bill. We have CATV and internet with Comcast and have NEVER had a virus issue since we started.
Several months ago, ALL of our in-house computers (3 desktops & 4 laptops - with three different users) started receiving a warning when we open a web browser stating that Xfinity's Constant Guard has detected that we "MAY have a bot" in our computers and that we needed to take "immediate action". We click on the big red "Take Action Now" button and nothing happens. Additionally, you can't close the bot window and it has to be continually moved to read the screen. Incidentally, this alert also appears on our guest's laptops when they visit us, but not on their home Verizon FiOS system.
I called the Comcast number and the tech told me it was a legitimate alert and that I needed to download the free Constant Guard to get rid of the bot. The tech at Constant Guard also told me she could see the bot, but when I asked her where it was in my computer, she said she couldn't tell me that. I was then told that I had to call Comcast Signature Services. They then told me they could get rid of the bot for “only $129.99”. It sounds like a bait and switch scam from a major company. The Constant Guard is free, yes, but we'd then have to pay Signature Services $129.99 to "get rid" of the bot. Additionally, we'd have to pay an additional $14.00 PER MONTH from now on to remove the offending bot and "ensure future coverage".
I told her "no", and that I wanted a supervisor. Twice I held for 10-20 minutes and was then simply cut off. I have yet to speak with anyone other than the "customer service" people. When I called the third time, I was simply switched to a recording advising me to go to "www.northern.com/comcastchat" to remove the bot myself. This site comes up with a generic web page with nothing about Comcast.
While on hold with Comcast, I Googled "Bot-clearing scams from Comcast" and found quite a few different forums in which the posters were complaining about the same exact situation. A couple of them stated that even some of the outside service techs at Comcast had told them that they feel that it's really a big sales scam.
I have current, updated Norton 360 Antivirus on all of the computers, which I update and run virtually every day as we also use these laptops at work and are very security conscious. I do a complete scan with Norton after the usual (read CONTINUAL) BOT alerts and Norton continually tells me that there is no malware or viruses on the computer. We have NO issues with any other program(s) or other computer function(s) or interaction(s). We also downloaded and scanned with Microsoft Safety Scanner, which is updated every three days or so, and it finds nothing.
The IT department at work has checked our laptops, as a precaution, and found no issues. These laptops are used at twelve different locations in a private company and at multiple local government facilities with NO issues.
Something stinks here! I hate to say it, but I am now convinced that Comcast is simply running a scare tactic sales pitch.
