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Visitor

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6 Messages

Tuesday, January 24th, 2023 3:05 PM

password reset help

I have be using two comcast email accounts for about 7 years.  3 years ago, I moved to a state where there is not comcast service.  So I am not connected to a comcast modem.  I have continued to use my emails for the past three years without any problems except to reset my passwords from time to time as required by comcast.   2 days ago comcast blocked me from my primary account.  when I try to sign in it say there was some form of unknown activity and please reset my password.  Therein lies the problem, the system will not let me reset my password. have talked with 3 different agents of comcast and they basically in send me in circles asking me to verify the same information over and over but there are unable to find a solution.  This what they tell me.... sign on to your comcast account and you can reset your password there... great except I have not had a comcast account for 3 years.  Then they say have a friend with a comcast account access your accout and then reset my password ... I don't live in an area where anybody has a comcast account.  Then they tell there is nothing they can do and I should of had a phone number associated with the account ... which I did, I have successfully changed my password many times in the past.  They then said possibly one of their agents removed it at some point for some reason, all of which is no help to  me.  I asked them since they have blocked the accout why cant they just unblock it.  No one knows how to do that.  I have hundreds of files addresses and companies tied to my email and I can no longer access it.  ??????

Official Employee

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228 Messages

10 days ago

Hello @user_d92f93 we apologize for issues you've encountered resetting your password.

 

Just wondering if you've enocuntered any unknown recent activity on the account, if so, the system will lock itself for a duration of time before resetting to protect you.

 

I had this same thing happen on my daughter cell phone, and every time she reset the password the system provided additional amount of time to unlock.

 

When was the last time you tried to reset the password?

Visitor

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6 Messages

10 days ago

tried today , still locked

Official Employee

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228 Messages

Ok @user_d92f93

 

Can you please verify the exact error message you are receiving when trying to reset the password?

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

Visitor

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6 Messages

please reset your xfinity password

In a recent security review, we detected a potential issue with your Xfinity profile. As a precaution, you'll need to reset your password.

reset password

Visitor

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6 Messages

10 days ago

The system will not let me reset my password...

Visitor

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6 Messages

10 days ago

this is what i get when I hit reset  ...     Need help resetting your password?

You can reset your password by connecting to your home WiFi network and visiting xfinity.com/password. If you still need help, give us a call at 1-800-XFINITY.

Official Employee

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529 Messages

Thanks for sending that and clearing some things up. Since the regular self-service options and troubleshooting hasn't worked for you, I'd recommend calling our Customer Security Assurance team. They handle security threats should be able to help. You can reach them direct at 1-888-565-4329.

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

Visitor

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6 Messages

9 days ago

Called the Assurance team.   Pushed me up the ladder to 3 different levels then placed me on hold and 10 minutes later discinnected me.  They had my phone number, no call back.   Called them back same thing sent me to three different people, this time the fourth person came online said something I could not understand, due to their accent, and disconnected the line.  Total time on phone over 3 hours (today and 3 yesterday) still no viable solution.   The only solution the offer is to reconnect to comcast and access my email through the account.  I have told them multiple times I cannot do that, there is not comcast here in Arizona.  Then they tell me to have a friend with comcast to link to my email and they can fix it then.  Again, I tell them no one here has comcast.   I hard for me to believe they can turn it off but not turn it back on, someone out there must know how to fix this.

Official Employee

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484 Messages

Hello and Good Morning, @user_d92f93 I am sorry to read of your experience to date. Let's dig a bit deeper. To get started, please send our team a direct message with your full name and email address where we are experiencing the issue. Thanks!

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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
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