password reset issues

I think I may have posted earlier about this but I had other things going on in real life and didn't check back, and now I don't remember when or under what title I posted, so I can't find it to see if anyone answered. Anyway, when the data breach happened, months ago, I tried to reset my password and kept getting the can't do it/call the 800 number message, but calling that number gets you NOWHERE. Nobody knows how to deal with my problem. It's a longstanding problem between me and Comcast/Xfinity but it has never presented this level of difficulty before. I spent a futile half a day on the phone talking to people who can't help me. I went to the local Xfinity store and they tried but couldn't help me either. The manager there sent in TWO tickets on my problem. The first time I got the usual "we have your ticket and we're working on your issue" message and then NOTHING. The second time, no response AT ALL. Then the manager at the local store said he would post it on the in-house forum to see if someone would respond who knew how to fix it or knew who could fix it. I haven't heard anything from him either and I have emailed and called.

This is [Edited: "Language"]ridiculous. I have had the email address in question for 20 years. It has THOUSANDS of emails and saved files in it. My whole life is in that account. I am able to access it intermittently on my phone because I have all my email addresses synced through Google, so when I get a notification on my phone I am able to access my messages, but phones are not at all the best way to access email, it's hard to open attachments, etc., and I can't call up my email on a computer or independently on my phone unless I get a notification of a message. Because I have at least this limited access, it hasn't been a dire necessity, but I have been dealing with this for months and I just want to know WHO can fix the problem, not having to explain over and over and over what the problem is to people who can't help. I am not very "techie," so I don't know the right terms.

I think the problem is that when the accounts were set up back in the 2000s, my late husband is the one who set it up, and there were at least two or three emails, maybe four, but my account was not the primary account, so whenever there was an update or change or outage, resetting my account was a major pain in the butt, but it always got done eventually. My husband has been dead since 2006, likewise my dad, who was also on the account at one time, and I have no idea what the primary email was. I have paid your exorbitant bills since at least that time if not earlier mainly because I have so many things tied to that email address I don't want to change it because of the major pain it will be to establish a new one. Otherwise, I'd be done with you people. Your service is terrible.

The biggest mistake I made was when, out of extreme frustration trying to put my payment on autopay and not having my email address recognized, I sort of stumbled into creating a new account (which is how I signed in to this forum), and actually had to tie my autopay to my GMAIL address. But I NEVER NEVER NEVER use this account, and don't want it. I want the email address I have been using for two decades to be established as the primary email and the other account deleted. I use the other account to access xfinity wifi and that's it.  I was able to reset the password on that account after the data breach. The recovery email related to my account that I use all the time is a work email that no longer works because it was changed from a gmail account to outlook, even though the address is the same, so I haven't been able to update the recovery process on it either. Or I run into the stumbling block that the new account I set up accidentally to do autopay has all my other email addresses and phone numbers and so forth, so when I have tried to update my old address (I will refer to it as my REAL email), any number I tried to use I would be told it was already in use (in the newer account).

I do not understand why this is so [Edited: "Language"]difficult. Any half-trained IT person with admin privileges at a small company should be qualified to make this change and give me a link to reset my password. In the meantime, THIS is the account that needs protection from the data breach, the one that's been in constant use for 20 years, not the accidental account that's NEVER used, so my data has been vulnerable all this time. Will someone PLEASE tell me who has the authority and the tech expertise to do this for me??? I'm not going to sit on the phone for half a day again talking to five people who can't help me. I need my primary email changed to the one I always use. I need the other account deleted. I need autopay re-set-up so that it goes through my REAL account, and I need Xfinity wifi set to this account. If that can't be done and the contents in that account are not accessible or lost, I'm calling a lawyer. This is ridiculous.