help with email

I'm trying to assist my mother in law as her email account is locked from either a spoof or a hack of her account. I've been trying to contact comcast/xfinity but the AI Chatbot is no help whatsoever. How do we get assistance and try to figure out if the account can be recovered?

Responses

Oldest First

Selected Oldest First

XfinityDemitrius

Official Employee

•

2K Messages

6 days ago

Hey @user_ece13o, Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to assist with the Xfinity Email account. Are you able to reset the password associated with the Xfinity ID? You can find the steps to reset the Xfinity ID by visiting our 'Reset your Xfinity ID password' support page.

2

0

U

user_ece13o

Visitor

•

2 Messages

Hello - we believe the account was hacked and would like assistance troubleshooting. How do we send you the email address in a non public forum?

Like

Reply

6 days ago

0

XfinityAbby

Official Employee

•

430 Messages

If you do believe the account was hacked you will need to reach out to your customer security assurance team. You can reach them at this link. Customer security assurance

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. tick

Like

Reply

6 days ago

0

Customer Service

user_ece13o

help with email

XfinityDemitrius

user_ece13o

XfinityAbby

New to the Community?