Skip to main content

Get Help

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: 6:00am - 2:00am 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 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 containing the material.
  2. Send the URL (or link) and date/time when you encountered the material to cpreports@alerts.comcast.net.
  3. Report the issue to the National Center for Missing & Exploited Children at www.cybertipline.com.

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

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 Comcast can assist in your harassment investigation, send an email to abuse@comcast.net with the subject line "Harassment Investigation" and attach all evidence you can provide us to support in the investigation.

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.


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

Click here for more information about cyberbullying.

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

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, 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.

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 abuse@comcast.net.


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 Comcast 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 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 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 abuse@comcast.net with the subject line "Phishing email." We encourage you to download the Xfinity toolbar which contains anti-phishing technology to help you avoid phishing attacks in the future.

Protect Your Email

You can protect your email accounts from hackers and other threats. Constant Guard from Xfinity makes it easy, no matter what email program you use, including webmail.

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.


Webmail Users

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. However, it is always important to check for and remove any possible viruses from your computer. This can be done by using Norton™ Security Suite for PC (Mac users click here) available from Comcast or by using other popular antivirus solutions that are widely available. Norton™ Security Suite is included at no additional cost with your Xfinity Internet service.

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 abuse@comcast.net. 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.

Protect Yourself Online

To protect your personal information while online, we recommend using Identity Guard®.

For real-time alerts related to your online security, visit our Alerts page.