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Caller Authentication Policy
Summary
Account security is our priority, and we’re committed to protecting personal information. That’s why we ask customers to confirm certain information before we access their Xfinity and/or Xfinity Mobile account.
Quick Links
Overview
Who's Impacted
Details
Caller Authentication Levels
User Roles and Permissions
Authentication for Call Transfers
FAQs for Internal Use
Overview
The Caller Authentication policy falls under the Comcast identity verification policy. It’s a critical part of making sure that customer information is kept secure.

To access account information or make changes to an Xfinity and/or Xfinity Mobile account, the caller must be identified as the account holder, the primary user, a secondary user or an authorized user on the account. The caller may also need to answer our security questions to complete authentication if they haven't already fully authenticated through the IVR.

For Digital Care and eCare (Chat), see Digital Care and eCare (Chat) customer authentication. For bulk master and tenant accounts, see the Xfinity Communities policy.

Who's Impacted
National

Details
Caller Authentication Levels
Unverified

An unverified (unauthenticated) caller is anyone who cannot answer our required security questions or is not identified on the Xfinity account (regardless of their ability to complete required authentication security questions).

CPNI-authenticated

A CPNI-authenticated caller is a customer who gave the Xfinity account’s Security PIN, answered the security question or received a call back at the Xfinity Voice number. They could also be a customer who authenticated by calling from their in-home eMTA.

For CPNI authentication on an Xfinity Mobile account, the customer must provide the last four digits of their payment card on file with Xfinity Mobile or a six-digit verification code sent to them via SMS or email. Once they’re fully CPNI authenticated in Einstein 360, you won’t need to reauthenticate them when entering XM360.

For more details about handling CPNI from Xfinity Voice and Xfinity Mobile customers, see our CPNI policy and how to verify CPNI.

User Roles and Permissions
To learn what information can be provided to authenticated callers and what account actions they can take based on their user roles, see Simplified User Roles and Permissions and the following documentation:

User Roles — Account Actions and Profiles
User Roles — Billing
User Roles — Appointments and Moves
User Roles — Ordering Products and Services
User Roles — Device Actions

The following callers may not have a user role and Xfinity ID:

Account holder: The person whose name is on the Xfinity billing account.
They’re financially responsible for the charges on the account(s) and responsible for the users on their account.
Authorized user: A person on the account(s) approved for access by the Primary user or account holder.
They’re noted in the biller and have most, but not all, of the account holder’s permissions.

Account holders who do not have a user role should create an Xfinity ID. When a customer is authenticated as an authorized user, you must send an invite from Einstein 360 using the Invite a Manager link. For more information, see Inviting a User to an Account.

Authentication for Call Transfers
Warm Transfers: Ask the agent doing the transfer if the caller is fully authenticated.
Cold Transfers: Ask the caller's name, and then look at the account history to see if the last agent noted the caller as fully authenticated.

FAQs for Internal Use
Can I enter an account without doing or repeating an authentication?
Yes, you can if you need to:

Review without making changes.
Refresh Einstein 360 while on a call where you already authenticated the caller.

Just pick Continue as Unverified and Account Research on the authentication screen.

I’m speaking with an authorized user and verified their name appears in CSG, but they cannot fully authenticate. What do I do?
Authorized users must authenticate with the same methods as any other caller. If an authorized user can’t fully authenticate, you must treat them as unverified (unauthenticated).

Note: Authorized users listed in CSG don’t have Xfinity Mobile account management permissions. Only the account holder, Primary user and Managers on an account can be authenticated for Xfinity Mobile.

If the caller can’t verify the secondary authentication presented, can I switch to another method?
Yes, if you are given the option in Einstein 360 to do so. Here’s how it works:

Einstein 360 automatically shows you the most secure secondary authentication option available on that account.
If the customer can’t answer that option, Einstein 360 will offer another option, such as the last four numbers of their stored payment method or their account number.
Always follow the prompts in Einstein 360.
If Einstein 360 offers the option, you can email or text a temporary authentication code to a verified mobile phone number or email address on file.

If the caller didn’t fully authenticate in the IVR, you must authenticate them with one of the secondary authentication options in Einstein 360. If the customer can’t authenticate with any of the secondary options, treat them as unauthenticated.

Can an unauthenticated person discuss an Xfinity account if the account holder is present?
You must complete authentication with the account holder before discussing the Xfinity account.

Can I assist an unverified caller who wants to discuss services on the account?
You can’t discuss the services on the account, including lines of business. If you’re troubleshooting, you can discuss the equipment but not charges or services related to the equipment.

What should I do if the account holder has passed away?
You may not be able to complete authentication. Instead, confirm the account holder's name and address. Then, follow the death of a customer policy.

What should I do if the caller gives an SSN that doesn’t match the account? They say it’s correct and that they’re the account holder.
If there are other secondary authentication options presented in Einstein 360, use those. Once authenticated, ask the caller to bring a state-issued photo ID to an Xfinity Store to have their SSN updated.

What should I do if an account holder is unavailable due to military deployment?
For guidelines, see the Account Change Request Process.

How do I assist an unverified caller who contacts us to schedule an appointment within 24 hours of an appointment being canceled or completed?
In this scenario, follow these steps:

Try to get full authentication.
If the caller can’t authenticate, make sure the reason they’re calling is the same as the canceled or completed appointment.
Make sure that the appointment was in the last 24 hours.
Schedule a new appointment to match the canceled or completed order.
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RELATED ARTICLES
Comcast Identity Verification (Red Flag) Policy Overview
Customer Proprietary Network Information (CPNI) Policy
How To Verify CPNI – Xfinity Voice and Xfinity Mobile
Account Authentication – Einstein 360 Help
Simplified User Roles and Permissions
User Roles — Account Actions and Profiles
eCare (Chat) Customer Authentication
Xfinity Communities Authorized User and Manager Policy
Xfinity Communities and Corporate Account CPNI Policy
Account Change Request Process