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oz-1
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Tuesday, December 12th, 2023 10:38 PM

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Password reset

My father in law has moved in with us as we care for him now. He has been prompted to reset his email password but cannot because he is the secondary user on an old account. He cannot reset and I need help trying to do this for him. I have tried to call and get a live person to help, but to no avail I just keep getting automated garbage. Very frustrating.

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1 year ago

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XfinityAldrik

Official Employee

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1.9K Messages

1 year ago

Thank you for reaching out to us on our community forums @oz-1! Most of our username and password features have been transitioned to self-service options through our awesome website. Just to confirm, have you tried resetting the password following the steps in this article?

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oz-1

New Poster

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5 Messages

Yes, and I have tried calling and I've gotten no help.

1 year ago

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XfinityAldrik

Official Employee

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1.9K Messages

I appreciate you for already trying to resolve this issue following the steps in that article @oz-1! We truly wish we could provide more assistance with password issues, at this time our amazing Customer Security Assurance (CSA) team will need to take a further look at that username. They can be reached by calling our automated system at 1(800) 934-6489.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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oz-1

New Poster

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5 Messages

This is the message that I keep getting.

1 year ago

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XfinityAldrik

Official Employee

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1.9K Messages

Thank you for sharing that screenshot @oz-1! It appears that your father-in-law’s username may not have two-step verification set up. Without a mobile number and/or secondary email address, the username is being prompted to connect to the home WiFi network of the account linked to the username.

 

If this username is still linked to their previous account that would be a little tricky to resolve. No worries! Our CSA team can most definitely assist with this issue. Please call our automated system at 1-800-Xfinity(934-6489) to get in contact with our CSA team. 

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

1 year ago

0

Kevinsv

Visitor

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1 Message

I'm in the same position with my MIL who lives with us. She's 91 and doesn't remember who the primary account user is (she's lived with us for 15 years!) I've tried all of the phone numbers without success and spent 1 hr+ on hold 3 times and didn't get anywhere. I also visited the Xfinity store and they were unable to help. Please email me, a 30-year customer! @ [Edited: "Personal Information"].

Thanks.

(edited)

1 year ago

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