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E-Mail ID Change Problem

Regular Visitor

E-Mail ID Change Problem

As part of the attbi to Comcast transition, I could not keep my main, ACCOUNT OWNER, five-year-old e-mail ID, and was instead assigned a new one by Comcast, to which all mail to my attbi address would be automatically forwarded. After the transition, I have logged in to manage my accounts, and changed another of my e-mail IDS--the one that I want to live with rather than the one Comcast assigned--to be the ACCOUNT OWNER (main) e-mail address.

But, messages sent to my old attbi address continue to be sent to the address that Comcast assigned, and not to the ACCOUNT OWNER ID that I have chosen. There appears not to be any way to change this (according to Comcast support).

The only suggestion that I have been given is that I must maintain the e-mail ID assigned by Comcast, and can forward it to the e-mail ID that I want to keep. But there are at least two problems with this. One, I cannot delete the e-mail ID that I do not want in order to make room for another one. Two, if I set up forwarding, I am warned that forwarded messages will not be filtered for spam. Heaven help the person who changes their ACCOUNT OWNER ID and deletes the ID they do not want before realizing this; I guess that their old attbi e-mail would not be forwarded at all then!

Why is there not a way to directly control where my old attbi address is forwarded to? That must be kept somewhere in Comcast systems, and it would be simple to allow control of this via the same account administration page.

The unhelpfulness and poor judgment at Comcast are terribly frustrating. DSL is looking better and better, especially at $30/month!
Regular Visitor

Re: E-Mail ID Change Problem

Here is the transcript from my session with Comcast support:

Analyst> Hello, thank you for choosing Comcast technical support. My name is Sherry, how may I help you today?

m.e> E-mail sent to my old me@attbi.com address is automatically being forwarded to the e.m@comcast.net address that you assigned to me. But I do not intend to keep using the e.m@comcast.net address, and have instead designated m.e@comcast.net to be the ACCOUNT OWNER address. Please change settings so that all messages sent to me@attbi.com are sent to m.e@comcast.net, and confirm to me that you have done so.

m.e> Still there?

Analyst> Yes I am reading your message.\

Analyst> Once you change your main account the email forwarding does not apply.

m.e> But this makes no sense! E-mail to a five-year-old address needs to be forwarded!

Analyst> What do you mean.

m.e> Your systems obviously maintain forwarding instructions for attbi customers who were forced to convert to Comcast. There must be a way to modify those forwarding settings. Who can do that?

Analyst> There is no way for it to be done, once the main account name is changed then this option is disabled.

m.e> That cannot be true. Even though I have changed the ACCOUNT OWNER ID, messages to my old attbi address are still being forwarded to e.m@comcast.net even though that is no longer the ACCOUNT OWNER ID.

m.e> I simply want the messages forwarded instead to m.e@comcast.net, which is now the ACCOUNT OWNER ID.

Analyst> Every customer that had changed there user ID has not gotten the email forwarding, There is no way for me to change it for you.

m.e> But someone there can change it. It is not a technical impossibility. Who there must I contact?

Analyst> No one here is going to be able to change that for you, Once the user ID is changed the option is no longer avalible.

m.e> I chose neither Comcast nor Comcast technical support. They were, regrettably, chosen for me.

m.e> So far, I have found no real support, no service, and only service degradation.

Analyst> Do you require anything further today pertaining to this issue?

m.e> I was one of the very earliest cable broadband customers. DSL is looking better and better ...

m.e> My problem is still not addressed. What is your escalation path?

Analyst> You can contact the technical support and ask for a seniuor issue specialist and they will tell you the same thing, but you can call anyway.

Analyst> The number is 1-888-266-2278

m.e> What, then, is the management or policy-setting escalation path after all of those who can only say "no"?

Analyst> They will give you to a supervisor but they are non- technical

m.e> So are there no senior, responsible technical management people there?

Analyst> The highest is an senior support. Contact the 1-888-266-2278 and you will be able to speak to one of them.

m.e> Thank you for trying.

Analyst> You are welcome.

Analyst> Do you require anything further today pertaining to this issue?

Re: E-Mail ID Change Problem

don't think the new company really cares about anything.
I guess once people stop buying the tv and the broadband
they may reconsider. This is the american way today....
New Poster

Re: E-Mail ID Change Problem

So did you call the number and escalate the issue? What did they tell you? I'm interested because I want to do the same thing.
Most Valued Poster

Re: E-Mail ID Change Problem

Set up mail forwarding for the one account you do not wish to use to the one you wish to use.

1@attbi.com changed to 2@comcast.net

you created 3@comcast.net
so set up mail forwarding from 2@comcast.net ---> 3@comcast.net

everything now going to 1@attbi.com and 2@comcast.net will go to 2@comcast.net
cctech
N/A

Re: E-Mail ID Change Problem

Think of it this way. 2.5 million people change there e-mail address and who is contacted? Comcast? No. What happens when you change your e-mail id is that your account looks like it is deleted to the server so you would not need the e-mail forwarding. So if Comcast allows for everyone to change there user id and a new one and do the e-mail forwarding, then in a week you want to change it again and again. The reason for the e-mail forwarding is to allow the attbi customers enough time to contact everyone to give them there new e-mail address. So what you do is leave your old e-mail address still set up to forward and notify everyone that you can your e-mail address changed.
New Poster

Re: E-Mail ID Change Problem

I shared an account with my sister, who passed away. Instead of allowing me to take over the account they made me open a new one. I specificially asked if I could maintain my old address which I had for 6 years. I was told YES by the service provider, then come to find Out that was a complete lie. I have a new email address, and with no warning all mail going to my old address are simply lost. They shut down the old account number and now my preferred email is "not available". I doubt seriously that anyone instantly took my personal name as their email. They should allow a grace period at the very least to give you time to update all of your zillions of places who have your old email. Also, why NOT allow me to keep that email address and the old account number? I had been happy with Comcast up until that very moment. I am also super annoyed that they charged me 10 bucks for a "self install" kit and won't take it back even though two technicians had to come out and replace the equipmment I picked up and so I didn't "self install" at all. It's small thing like this that add up to poor customer service. The people at the store were so vague and seemed uninterested in truly addressing my problem even though my sister had died and that was the reason for my changing the account. UGH.

Email Expert

Re: E-Mail ID Change Problem


steffens58 wrote:

I shared an account with my sister, who passed away. Instead of allowing me to take over the account they made me open a new one. I specificially asked if I could maintain my old address which I had for 6 years. I was told YES by the service provider, then come to find Out that was a complete lie. I have a new email address, and with no warning all mail going to my old address are simply lost. They shut down the old account number and now my preferred email is "not available". I doubt seriously that anyone instantly took my personal name as their email. They should allow a grace period at the very least to give you time to update all of your zillions of places who have your old email. Also, why NOT allow me to keep that email address and the old account number? I had been happy with Comcast up until that very moment. I am also super annoyed that they charged me 10 bucks for a "self install" kit and won't take it back even though two technicians had to come out and replace the equipmment I picked up and so I didn't "self install" at all. It's small thing like this that add up to poor customer service. The people at the store were so vague and seemed uninterested in truly addressing my problem even though my sister had died and that was the reason for my changing the account. UGH.


You can try calling Comcast security.  If anyone can straighten out this mess it's them, but no promises.  Once an email account (user ID) has been cancelled, it gets suspended for 90 days, after which it is then released into the pool of available IDs for any Comcast customer that wants it.  Good luck------------

 

Comcast Customer Security Assurance-------------------

Normal business hours (6:00 am to 2:00 am EST, 7 days a week)

1 - 888-565-4329

 

Ps:  Most of the regulars in these forums will recommend that you not use the email from Comcast, or any other ISP, for anything really important or that you want to keep long term, because most of them are proprietary;  once you are no longer a customer, or delete an ID, you no longer have  access to the email.  Instead use an account from a non-ISP provider like Gmail, Outlook.com or some other, preferably in conjunction with an email client like Thunderbird or Windows Live Mail or some other.




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