Submitting Reports

Dedicated Support

Report Online Safety Issues

Reporting Child Pornography Observed Online

Child pornography is illegal, and any use of XFINITY Internet or the Comcast.net website in connection with this material violates the Acceptable Use Policy and Terms of Service. If you believe you have encountered photographs, videos, or other content online that contains child pornography, please report this to Comcast by taking the following steps:

  1. Copy the URL or link containing the material to help determine the source of the content.
  2. Send the URL or link and date/time when you encountered the material to the following email address:CPReports@comcast.net.
  3. Report the issue to the National Center for Missing & Exploited Children at: http://www.cybertipline.com/.

Comcast will process the request and work with law enforcement authorities as appropriate.

Reporting an Online Child Endangerment Issue

If you feel that a child is in physical danger while online they should be instructed to tell a trusted adult first and then to report the issue to the National Center for Missing & Exploited Children at: http://www.cybertipline.com/

Reporting Cyberbullying

If you feel you are in immediate danger, contact your local law enforcement immediately and report the incident to ensure your physical safety.

  1. Collect important information to document the nature of the incident. This information can include:
  2. Emails illustrating harassment, including the email headers.
  3. Blog / Newsgroup / Chat entries that illustrate the harassment.

If you believe that Comcast can assist in your Harassment Investigation, Copy and paste any evidence into an email Send the email to abuse@comcast.net including the words "Harassment Investigation" in the subject line.

While Comcast 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.

Report Phishing and Spam Issues

How to report phishing issues

Please take the following steps to help us investigate the phishing email you received:

Reporting a Phishing email
  1. Copy the email, including headers, and paste it into a new email.
  2. Add the words "phishing email" in the subject so that it can be easily identified by our Customer Security Assurance team.
  3. Send to abuse@comcast.net for further investigation. (DO NOT FORWARD)

We have easy-to-use tools to help you avoid phishing attacks. We encourage you to download the Xfinity toolbar which contains anti-phishing technology that will help you avoid phishing attacks.

Reporting a Phishing Web Site Hosted on the Comcast Network

To ensure the Comcast Security Assurance team has the right information to process, please do the following:

  1. Copy the email, including headers, as well as the URL of the phishing site and send it to abuse@comcast.net for further investigation.
  2. Be sure to add the words "phishing hosted" in the subject line of the email.
Reporting a Phishing email sent from the Comcast Network
  1. Copy the email, including headers, and paste it into a new email. Please do not forward the phishing message: this will remove the email headers.
  2. Send the email to abuse@comcast.net.

How to report spam received in a Comcast Connect mailbox

Webmail Users
  1. Select the message you wish to report as spam.
  2. Click the "Spam" button in the right-hand corner of the Webmail Console
Email Client Users (Windows Mail, Outlook Express, Outlook, Thunderbird, etc.)
  1. Select the message you wish to report as spam.
  2. Forward the spam message as an attachment to missed-spam@comcast.net.

By sending this information, you help us refine our spam filters for the Comcast email system. This helps to prevent spam in the future.

How to unblock an email address

If email is unable to be delivered to a Comcast.net email address, it's possible the sender's email provider is blocked as an anti-spam precaution for Comcast customers. The error message the sender receives contains a URL. This URL links to an FAQ with valuable information regarding the issue and steps necessary to request removal.

Email administrators can submit the blocked IP address to the Comcast 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 24 X 7 basis

How to reporting spam received from an IP address on the Comcast Network

When reporting spam, it is critical that you include the email headers of the spam message.

Please do not forward the spam message: this will remove the email headers.

Once you have copied the full message headers from the spam message, paste the header into an email and send it to abuse@comcast.net.

Report Virus & Firewall Issues

Reporting 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 in question does not reside in the Comcast network:

Send the firewall logs to the abuse email box of the Internet Service Provider responsible for the IP address.

If the IP address in question resides on the Comcast network:
  1. Cut and paste the firewall logs (including the offending Comcast IP address) into and email and send it to abuse@comcast.net include the words "Firewall Investigation" in the subject line.
  2. Do not send the firewall logs as an attachment. Emails sent with an attachment cannot be processed.

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.