Your Business Voice Security PIN (Answered)

All Comcast Business Voice, VoiceEdge Select, Trunking (SIP and PRI), and Business VoiceEdge® customers will receive a unique account-level security pin (a “Security PIN”) that is required for managing certain voice features, accessing call detail records, and utilization reports. The Federal Communications Commission (FCC) mandates that this information, known as Customer
Proprietary Network Information or CPNI, must be protected by a password or Security PIN online.

If you call in to change certain voice features, such as call forwarding, you will be required to authenticate that you are an authorized user on the account and provide the Security PIN. Only the Primary Manager can unlock the account and view or change the Security PIN. Follow the instructions below to enter your Security PIN and unlock online features, or to edit or retrieve your Security PIN. Please call 1-800-741-4141 if you experience any issues concerning your Security PIN.

Sign in from a Comcast Business Internet connection

As a Comcast Business Internet and a new Voice Customer (Business Voice, Business VoiceEdge, VoiceEdge Select, or Business Trunking) customer, you can automatically authenticate CPNI access while connected to your Comcast Business Internet at your service location. Authentication happens automatically when you sign in to Comcast Business My Account for the first time with your email address and password from a wired connected device (preferred method) or a computer or mobile device connected to your Comcast Business Internet at your service location.

Authenticating your account allows you to access certain features, view call history, and view call detail records, without needing to enter a Security PIN. You will also be prompted to set up a security question and answer as an alternate means of authentication, in addition to the Security PIN. You can view and change your Security PIN or security question by following the instructions below. 

Note: For Business Internet customers with one or more Static IPs, it may take up to 24 hours after installation before automatic CPNI authentication can be performed.

When not connected to a Business Internet connection

My Account

If you are a new customer but are not connected to Business Internet, after activating My Account, Business Voice and Business Trunking customers will be prompted to enter the Security PIN on the Account Details or Phone page.

1. Select Enter PIN.
   
   

   
   
   

2. Enter the Security PIN in the box provided. The Security PIN is initially delivered via postal mail to the billing address on the account shortly after the service installation. If you did not receive your Security PIN, you can request that the PIN be reset by clicking Reset PIN.
   
   
   

    

3. Select a Security PIN question from the dropdown and enter the Answer in the box provided. The Security PIN question and answer can be used as an alternate method of authentication if you forget your Security PIN.
   
   
   

    

4. Once the Security PIN and Security PIN question and answer have been populated, click Save. You will receive a confirmation message that your account information has been unlocked.

Comcast Business App

Primary Managers can enter the security PIN and set the security question in the Comcast Business mobile app (the “Comcast Business App”) for Android or iOS. 

1. Sign in to the Comcast Business App with your My Account username and password.
2. If your security PIN has not been verified yet, you will see the message below. Click Enter Pin.
   
   
   
   
3. Enter the Security PIN received previously by email.
4. Enter an answer for the security question. Select Send.
   
   
   

After entering the Security PIN, the Primary Manager can retrieve the Security PIN online at any time. Only Business Voice and Business VoiceEdge Select Primary Managers can view or edit their Security Question and Answer.

My Account

On the Phone page in My Account, expand the Account menu and select Manager Settings. Select View Voice Security PIN.

Comcast Business App

On the Phone page of the Comcast Business app, select CPNI Security Settings. Then select Show to see your Voice Security PIN.

If you forgot your Security PIN, select Forgot your Security PIN? You will be asked for your Security PIN question and answer to reset the Security PIN. To change your Security PIN:

My Account

1. Sign in to My Account and select Phone from the Services menu.
   Note: If you do not see the Phone Panel you will not be able to change your Security PIN at this time.
2. Expand the My Account menu and select Manager Settings, then select the Pencil icon next to Edit Security PIN.
   
   

   
   
   

3. Enter your current Security PIN, then enter and confirm the New Security PIN in the appropriate fields. Select the Checkmark when you are done. You will receive a confirmation message that your changes have been saved. You will also receive an email at the Primary Manager's email address on file alerting a change to the Security PIN on the account.
   
   

Comcast Business App

1. On the Phone screen, select CPNI Security Settings.
   
   
   
   
2. Select Edit Security PIN.
3. Enter your current Security PIN.
4. Select a new PIN. 
5. Enter the new PIN.
6. Reenter the new PIN to confirm.
7. Select Save.  You will receive an email at the Primary Manager's email address on file noting a change to the Security PIN on the account.

Business Voice and VoiceEdge Select customers can change their security question and answer after entering their initial Security PIN to unlock their account.

Note: This feature is currently only available to Business Voice and VoiceEdge Select customers.

My Account

1. Sign in to My Account and select Phone from the Services menu. After selecting Phone, if you are not directed to the Phone Panel, you will not be able to change your security question and answer at this time.
2. Expand the Account menu and select Manager Settings, then select the Pencil icon next to Edit security question & answer.
3. Enter your current Security PIN in the box provided. Next select a New security question from the dropdown and enter the New security answer in the box provided. Select the Checkmark when you are finished. You will receive a confirmation message that your changes have been saved. You will also receive an email to the Primary Manager’s email address on file alerting a change to the security question on the account.
   
   

   

Comcast Business App

1. On the Phone screen of the Comcast Business app, select CPNI Security Settings.
2. Select Edit CPNI Security Question
3. Select new security question.
4. Enter new security answer. Select Save.

If you lost or did not receive your Security PIN you can request that it be resent to you by signing in to My Account and selecting Account Details, then following these steps. If you do not see this message, then your account has already been unlocked, and you can view your Security PIN online.

1. Select the Security PIN link in the message prompting you to enter the PIN to unlock additional account information.
   
   

   
   
   

2. Select Resend Security PIN.
   
   

   
   
   

3. Click Send in the pop-up asking if you want Comcast to resend your Security PIN.
   
   

   
   
   

4. You will receive confirmation that the Security PIN has been sent. Your Security PIN will be sent via email if your account is greater than 30 days old and the Primary Manager email address on file is greater than 30 days old. Otherwise, the PIN must be sent via postal mail to the account billing address or the service address. You can view and change your current billing address on the Account Details page.