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password recovery options?

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Message 1 of 54
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What is the password recovery options screen I keep getting when I open Firefox to get to my Xfinity screen? It asks for "at least two recovery options" and offers spots for email and mobile phone number. I have filled in the email, but this results in being told I cannot use a comcast email. Sorry, it's the only one I use. As for the mobile phone number, I don't own one.
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Message 2 of 54
6,372 Views

Same here.  I do not own a mobile phone either.  Comcast is the only email address I have too.  This is stupid.

Posted by
Service Expert

Message 3 of 54
6,355 Views

I have escalated your post to the forum official employees. An official employee will reply. Please check back every once in a while for a reply by one of them. Official employees authorized to post in the forum are higher up the ladder than phone agents.




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Message 4 of 54
5,734 Views

When signing onto comcast.net I have recently been requested to supply verification contact information consisting of an email address and a mobile telephone number. No problem with the email address, but I have no mobile telephone.

Posted by
Administrator

Message 5 of 54
6,337 Views

Hi, A non-comcast email and mobile number is needed in case you do not remember your password; it will provide an easy option to retrieve your password to access your account.  Are you not able to get around this screen?

 

Thank you




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Posted by
Service Expert

Message 6 of 54
6,334 Views

Both state they Comcast email is the only one they have and neither have a cell phone.

How are they supposed to get around the screen when it it asks for something they don't have?

 

Comcast does have a handy little feature which can be used if the password has been forgotten.

It is Forgot your password?

 

When used, it will send an email to an alternate address if there is one. 

If not, it will ask for the answer to the secret question and with luck they will remember the answer. 

 

 

 




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Posted by
Administrator

Message 7 of 54
6,329 Views

You can usually click on the 'X' on the top right o to move past a screen I am just verifying if this option is available.

 

Yes, you are correct with the "Forgot password" feature, the other recovery options are  forms of  added authentication for password resets.

 

Oberon and rhagen, are you experiencing this on other browsers to0 or just Firefox?

 

Thank you

 

 




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Message 8 of 54
6,320 Views

I only use IE 11, Win10.  Yes, I can move past the screen but it keeps coming up everytime I first open IE.  I would like the option, that if I forgot my password, to have it sent to my email or call my land line.  But land line dosen't recieve 'text messaging' Smiley Happy and the only email I have or want is my comcast email.

Posted by
Administrator

Message 9 of 54
6,313 Views

Thank you for the reply rhagen. I will research this further to see if there is anyway we could stop the pop-up from coming up when you log in. I will send you a private message to get further information for my team to investigate.

 

Thank you




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Message 10 of 54
5,767 Views

upon logging into my comcast account, I was taken to a webpage from xfinity to update my security.  It wanted an alternet e-mail address or cell phone #.  I did give an alternet email, and  upon logging on to it,,,there was a link for me to click to upgrade and receive free apps. from comcast.  I dont feel good bout it, and did not click to "verify"

 

"online.communications@alerts.comcast.net"

 

What say you?

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Message 11 of 54
6,281 Views

I only use Firefox and have not kept other browsers up to date.

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Message 12 of 54
6,259 Views

I don't want to get around it. I want to get past it, quickly.

Posted by
Administrator

Message 13 of 54
6,239 Views

Afternoon, I have asked my Advanced technicians and the only way to stop this pop-up when you sign in is by providing the required information.  The Cell phone and Email are used as other forms of authentication to help prevent the email/account from being compromised. I do apologize for any inconvenience this brings.

 

Thank you




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Message 14 of 54
6,158 Views

A window opens on my internet with xfinity header.  It asks for email, phone no. secret clues etc.  Is this a phishing scam?

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Message 15 of 54
6,210 Views

comcast phil, I do not have a second email or a cell phone that receives texts, so tell your advanced technicians to find a way to eliminate that pop up

Posted by
Administrator

Message 16 of 54
6,188 Views

My advanced tech just responded back to me after talking to the My Account Team, and they confirmed that the only way to prevent this pop up in the future is to choose two of the three password recovery options. 

 

Thank you




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Message 17 of 54
6,174 Views

well I guess they should change it to just one option, since I do not have another email to use, and you already have my phone # and I won't agree to the little box because I do not need a bunch of texts from comcast trying to sell me stuff, so its down to my dog's name   WHOOPS I do not have a dog either sometimes  you guys are a joke  But you do have the best internet on the WWW

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Message 18 of 54
6,173 Views

You keep dancing around the issue. The screen is annoying. I only have my Comcast EMail address and I do not give out my mobile phone number. The response from the My Account team is just not acceptable. This is an issue that Comcast needs to address.

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Message 19 of 54
6,164 Views

The new poorly posted page keeps popping up and I don't have a moble device and another question asks for an EMAIL address but doesn't accept a COMCAST email address?

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Message 20 of 54
6,134 Views

I get the same one and can't answer two fo the quaetion.  One doesn't accept a COMCAST email address and the other one wants a moble number to send text messages to.

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Message 21 of 54
6,142 Views

Yeah, is this a legit page?

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Message 22 of 54
6,150 Views

I too have been following this thread hoping to find a solution to prevent this continual irritating pop-up page from appearing. Yes, I can "X" to get around it, but that is counter-productive. My email address is a comcast.net (which is apparently not allowed on the pop-up), and I do not have a mobile phone (nor intend to get one). If the technical team has no way to avoid this pop-up when it is not possible to meet their requirements, it seem to me that this must be some kind of a design problem on your part.

I use Windows 7 Pro with IE11 browser.

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Message 23 of 54
5,805 Views

As of today after I insert my user name and password and click, it takes me to Recovery Options page which wants me to update my recovery options..a one time request helps us protect your account. Please provide at least two recovery options before processing. It has a box for email address and a mobile phone...When I insert my comcast email address it doesn't want it and I do not have a mobile phone for texting..I do not text and I would appreciate not having this recovery options page show up every time I sign into my comcast account..It is not necessary in my opionion for you have my email address currently with you alo0ng with my home phone..Please correct this problem going forward.Thanking you in advance for your assistance in resolving this matter. I have already called once today and spoke with a representative and thought it was taken care of but I guess not..

Posted by
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Message 24 of 54
5,723 Views

Same ?  Doesn't accept the only e-mail address I use and I don't have a mobile phone.  What is this about?

Posted by
Contributor

Message 25 of 54
6,063 Views

That is not right there is no option on that page & once it starts it start to get closer & closer. It is a problem for those that only have @comcast.net email & either don't want to give out their cell number or don't have a cell phone. This needs attention as it is wrong from the get go. You can't fix it by adding anything as secret questions I tried this isn't a fix. Ramp up those engineers & fix it soon in some cases this is 2-3 weeks old. The problem is in the New Edge browser as well as IE 11.

Posted by
Contributor

Message 26 of 54
6,026 Views

Correct there is no way to get around that screen. It needs to be fixed so those who are wanting & must opt out can. Move that to the powers who can fix it please. This has gone on long enough!

Posted by
Contributor

Message 27 of 54
6,025 Views

So to stop this he wants us to go somewhere else because we have to buy a cell phone contract & sign up with lets say Verizon FIOS for a new email? Not sure that this makes me feel real good about what you said here. Let fix it & go higher up the chain & get the opt out for those who don't want it.

Posted by
Contributor

Message 28 of 54
6,024 Views

I don't remember that Comcast said that you had to have a cell phone contract & an alternate email address to sign up for Comcast or XFinity? Maybe I should go back & check where is said that. I do know this I would think I heard that don't worry Comcast will fix it for us who pay the bill every month to be provided a service. Lets get this fixed it isn't right.

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Message 29 of 54
5,704 Views
Same here after i got a "this page has a redirect loop" about a hundred times. Then it asked me to please give an alternate e mail address and phone number for account recovery. After i filled in the blanks i did not submit it and quickly exed out becz it looked like a generic page. I didnt trust. I cant log into my account because of all this. I cant pay my bill either and they better not hit me with a late fee.
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Message 30 of 54
5,967 Views

No. I am not able to get around this screen and I resent spending hours trying to do the job that should be done by your techs as a customer service.

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Message 31 of 54
5,785 Views

I keep getting this "Update your password recovery options" screen every time I login into email.  When I fill it out, it immediately says I cannot use my comcast email as my email.  What is going on?

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Message 32 of 54
5,856 Views

This policy needs to be changed. I don't have a d**n cell phone and it will not accept my alternate email address (says it's already in use - of course it is - by me). Then for a comcast rep to come on here and tell us that the tech people say this has to be done; it's unacceptable. Change it and change it now!

Posted by
Service Expert

Message 33 of 54
5,743 Views

JenAGav wrote:

I keep getting this "Update your password recovery options" screen every time I login into email.  When I fill it out, it immediately says I cannot use my comcast email as my email.  What is going on?


You need to enter a non-Comcast email address.  If your Comcast account has been compromised, COmcast cannot contact you on your Comcast email.  Having a secondary email address is a necessity in today's online world.


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.




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Message 34 of 54
5,774 Views

I keep getting this password recovery option when I sign in, and I don't want it. I need it taken off, it's bugging me. "Moon"

Posted by
Service Expert

Message 35 of 54
5,732 Views

moonsign wrote:

I keep getting this password recovery option when I sign in, and I don't want it. I need it taken off, it's bugging me. "Moon"


You need to complete the process that Comcast has now implemented for password recovery to get the message to cease.


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.




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Message 36 of 54
5,713 Views

What they're after is our cell phone number so they can send us text messages about offers and upgrades. Bad business as far as I am concerned. I solved the problem by making MSN my new homepage and set up e-mail forwarding to recieve and send mail from there. 

Posted by
Service Expert

Message 37 of 54
5,698 Views
Posted by
Regular Contributor

Message 38 of 54
5,802 Views

I get the same message. I had to fill in an alternate email address, but unfortunately, when I got my account verified, my email address in the "Users & Preferences" link in "My Account" is now my alternate email address. Did I change my login email address or no? 

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Message 39 of 54
5,718 Views

Thanks for telling me about this.  Would have been nice if Comcast had notified subscribers AHEAD OF TIME on this.  I had one Comcast Service Tech tell me over the phone that the screen asking for the email, cell phone, etc. was a phishing ploy and to ignore it.  They are a communications company, aren't they?   Uhhhh, yeah.

 

Comcast has my phone number, so I'm thinking they can call me if my account is compromised.  Do you agree? 

 

Appreciate your time, geek46.  

 

JenAGav

Posted by
Service Expert

Message 40 of 54
5,712 Views

JenAGav wrote:

Thanks for telling me about this.  Would have been nice if Comcast had notified subscribers AHEAD OF TIME on this.  I had one Comcast Service Tech tell me over the phone that the screen asking for the email, cell phone, etc. was a phishing ploy and to ignore it.  They are a communications company, aren't they?   Uhhhh, yeah.

 

Comcast has my phone number, so I'm thinking they can call me if my account is compromised.  Do you agree? 

 

Appreciate your time, geek46.  

 

JenAGav


I agree with you as I too am a paying customer and was also surprised by this but I did find this post from ComcastZACH explaining this:  http://forums.xfinity.com/t5/E-Mail-and-Xfinity-Connect-Help/Recvery-Options-Page/m-p/2694560/highli...


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.




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Message 41 of 54
5,720 Views

How do I know when I get a message and it asks me to update my password and it is from Comcast is it really Comcast or is it a scam. Also why do I get a message from Comcast telling me that my e-mail and voice mail are currently unavailble but the message say its 3 months old.

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Message 42 of 54
5,781 Views

I referred this problem to the VP's department in charge of sprucing up COMCAST's bad name in customer satisfaction.  After a few days of stumbling around without a fix they are passing the problem up the line.  We will have to see how long it takes them to address this nuisance.

 

Joe D.  

Posted by
Visitor
Message 43 of 54
5,718 Views

I only have ONE EMAIL ADDRESS and no mobile...please get rid of this PASSWORD RECOVERY!!!

Posted by
Gold Problem Solver

Message 44 of 54
5,691 Views

Please see Comcast Email Phish or Legit? How to Tell (and rules for posting) for information about identifying phishing emails.

Samples of recent phishing messages can be found at http://constantguard.comcast.net/alerts under "Top Phishing Scams".

Posted by
Problem Solver

Message 45 of 54
5,687 Views

Comcast unwisely assumed everyone has a cell phone.  So far, there is no resolution.

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Message 46 of 54
5,693 Views

The answer I got from COMCASTcustomer relations was to create a dummy account in GMAIL and use this account to get around the problem with the EMAIL.  It worked for me so far.  I then used the gmail account to answer ? #1 and answered ? #3.  I left answer #2 blank, and this worked.  When you put in the gmail account you get a message in that account from comcast.  You answer it and that allows you to go forward and get rid of the "Password Recovery option page.

 

Joe D.

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Message 47 of 54
4,793 Views
This is ridiculous. I don't own a cellphone. I don't need one and can't afford one if I did. (my Comcast bill alone is bad enough) Can't they just add a button that says something like "don't show this again", so those of us who can't fill in those requests don't get constantly badgered to fill it out? This isn't "heavy lifting", but it IS annoying, and I believe unnecessary. I understand what it's for, but not all of us own a lot of gadgets. You can't tell me there isn't a way to add an option so that we're not constantly being asked to fill that out. I know there's a way... Just my 2 cents on the subject! This is REALLY annoying...and again, I believe fixable. ADD AN OPTION! Edit: Oh, and I shouldn't have to create a dummy account somewhere else just to "fool" this stuff. Again, just give us an OPTION so that that message will STOP! I know it can be done......
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Message 48 of 54
3,539 Views

OK. HOW DO I GET RID OF THE OPTION ?

Posted by
Problem Solver

Message 49 of 54
3,424 Views

Apparently you can "X" out of it, but it keeps coming back.  Doesn't look like you can cancel them permanently.

Posted by
Frequent Visitor

Message 50 of 54
3,248 Views

 


ngs4509 wrote:
This is ridiculous. I don't own a cellphone. I don't need one and can't afford one if I did. (my Comcast bill alone is bad enough) Can't they just add a button that says something like "don't show this again", so those of us who can't fill in those requests don't get constantly badgered to fill it out? This isn't "heavy lifting", but it IS annoying, and I believe unnecessary. I understand what it's for, but not all of us own a lot of gadgets. You can't tell me there isn't a way to add an option so that we're not constantly being asked to fill that out. I know there's a way... Just my 2 cents on the subject! This is REALLY annoying...and again, I believe fixable. ADD AN OPTION! Edit: Oh, and I shouldn't have to create a dummy account somewhere else just to "fool" this stuff. Again, just give us an OPTION so that that message will STOP! I know it can be done......

i completely agree with every word that ngs4509 wrote and could not have written it better myself.

 

+kudos