Official Employee
•
60 Messages
Xfinity Password Guidance for Account and Information Security
As part of our commitment to our customers, we may at times require you to update your password for account protection.
When resetting your password, be mindful of the following:
- The Primary account holder can request a mobile number or non-Comcast email address be added to the account for password recovery.
- If you don't have a mobile phone number or a personal (non-Comcast) email address listed on your account, you can reset your password by connecting to your home Xfinity WiFi network and visiting xfinity.com/password.
- From there, select “Verify another way” to use your service address, Social Security Number (SSN), and birth date to verify your account and change your password.
- If you are a Manager, Member or Viewer on an account and are unable to change your password because you don’t have a mobile number or email address on the account, you’ll need the Primary account holder to make the change for you or you can reset your password while connected to your in-home Xfinity Internet connection.
- After your password has been reset and you're able to get into your account, please add your mobile number and/or email address, so you can handle your own password recovery going forward.
- If you’re stuck in a password reset loop (continual requests to update, even after you’ve entered new login information), clear cache and cookies on your browser to resolve the issue. See instructions for:
- If you use a third-party email program for Xfinity email, such as Outlook, Apple Mail, Gmail, etc., you will also need to update your Xfinity password on those programs.
- To add a further layer of security to your account, enable multifactor authentication.
- If you use the same password for multiple accounts, we recommend changing them. Reusing passwords increases the risk of a security compromise.
See Changing or resetting your password for more information.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.
user_en2tmh
8 Messages
5 months ago
I have done everything on phone and computer.
2
0
user_en2tmh
8 Messages
5 months ago
This doesn't work and this is unacceptable that I cannot access my email! It was a primary account on another address that fir some [Edited: "Language"] reason could not be attached to my new address and also could not add phone because it's associated with new location! I have now been on hold for over 1 1/2 to get a human being on the phone!!!! I also had the text 4 people I worked with to put in a ticket so I would get a call on Monday NO CALL NOTHING! I am over this will be looking to change providers this is unacceptable! I was waiting for important emails that are time sensitive! UNACCEPTABLE
(edited)
1
norman00
Visitor
•
3 Messages
5 months ago
Things are getting worse. Originally I couldn't access one email because that wasn't a phone number linked to it. I went to the Xfinity store and the person couldn't override the system. He suggested that I call tech support and ask for a live person. After battling the automated system, I finally got through. She tried but couldn't override the system. She said that I should call a number. It had over an hour wait so I will have to call back later. Now Xfinity won't let me on the system at all. It puts up an error message below when I try to log onto xfinity. I was looking through my xfinity papers. Much to my surprise, 8 years ago I was assigned an email by an xfinity tech that was installing equipment when I moved. I haven't used the email even once since but it is my primary email with a user name. Unfortunately now I can't even get on the system!
Access Denied
You don't have permission to access "http://www.xfinity.com/" on this server.
[Edited: "Personal Information"]
(edited)
4
0
ldh
Regular Visitor
•
2 Messages
5 months ago
Has anyone had any luck with getting your email back? My secondary email seems to have been deleted. I was lucky enough to still be able to get into the original main/email account but it shows zero other users. There should be a 2nd user on the account. Again it's zero. User account that is missing has been being used for all communication for over 15 years, this is ridiculous.
4
glasgowdelgal
Frequent Visitor
•
9 Messages
5 months ago
Ugh, well that was grueling. I'm finally able to get in my email after being on the phone with a tech for over an hour. Previously, I had two-step verification on my one Xfinity email account (I have several), now when I try to turn the two-step back on by entering my cell phone number, it states that my number is already used in an active account and won't let me add it in. I only have one cell phone and it is listed in my profile, so why can't I turn on the two-step verification? If you're all about security, why won't you let me set this feature back up? BTW, the link posted above to enable multifactor authentication. doesn't work. I receive this message: 400 BAD REQUEST, Request Header or Cookie Too Large
0
0
glasgowdelgal
Frequent Visitor
•
9 Messages
5 months ago
Ugh, well that was grueling. I'm finally able to get in my email after being on the phone with a tech for over an hour. Previously, I had two-step verification on my one Xfinity email account (I have several), now when I try to turn the two-step back on by entering my cell phone number, it states that my number is already used in an active account and won't let me add it in. I only have one cell phone and it is listed in my profile, so why can't I turn on the two-step verification? If you're all about security, why won't you let me set this feature back up? BTW, the link posted above to enable multifactor authentication. doesn't work. I receive this message: 400 BAD REQUEST, Request Header or Cookie Too Large
3
0
user_soz8d3
4 Messages
5 months ago
This article's method does not work on an inactive account. Comcast promised we wouldn't lose our email if we went inactive. I am the Primary member; I changed my password; I can still access my email. BUT, I cannot change the passwords of my other family members' logins regardless of whether I login as them or as me (a representative told me to try using their logon, specifically using ID instead of their email. My family are locked out of their emails - unable to change their passwords as Xfinity requires - while having vital mail there that they must read. NOTE: we do not have an "Xfinity wi-fi" to log into. As HOA members, we get our feed from a different company. These email addresses have been used by my family for over twenty years. If this cannot be resolved, I will never buy any service or product associated with Comcast again.
7
user_s3qal8
2 Messages
5 months ago
I rarely check our Comcast email account; however, with the data breach, I changed our Xfinity account PW. Do I also need to change our Comcast email account PW or does the Xfinity account PW change update both? I only access our Comcast email after logging into the Xfinity account. Please advise!
3
0
Notahappy11
Regular Visitor
•
12 Messages
5 months ago
I find it annoying that once again I have to find out about this recent breach on the world news instead of an informed email or some kind of notification directly from Xfinity. Sure get that notification email for the bill being due on time every time but nothing about something like this.
0
user_4c2nbl
1 Message
5 months ago
Changed my password per your request. No longer could get emails on my phone. Called Comcast, not their fault or problem. Called phone carrier, 3 different times, 3 different techs and finally a tech Google Xfinity email problems and found out hundreds of other customers were experiencing the same problem. She saw a solution that made sense so she did it and suddenly my email on my phone was accessible. The common denominators in this problem was Comcast and changing passwords but it wasn’t Comcast’s fault? You must be the only people who believe that it wasn’t a problem caused by Comcast.
1
0
user_demzf9
1 Message
4 months ago
What a NIGHTMARE! I've been trying for weeks to reset password! Keep getting the run-around!
4
0
user_13acd5e
Regular Visitor
•
9 Messages
1 month ago
Record of recent Xfinity requiring password changes
1
0