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insanespinster
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Friday, June 12th, 2026 4:45 PM

Reaching a Management person that actually resolve a problem

I am a senior citizen.  I DO NOT HAVE A CELL PHONE.  Nor do I want one.  I have been advised through LifeLock that on May 30th my email and password have appeared on the dark web.  They suggested that I change my password.  It is impossible to change because I do not have a cell phone! I spent all day yesterday either talking to agents 3 to be exact and then waiting for a call back that never came.  Just because I am old, I should not be shut out of being able to do things with my account.  I can't manage my wifi because I can't get the app because I don't have a cell phone.  This is ridiculous.  

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XfinityBenjaminM

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7 hours ago

 

insanespinster Thank you for reaching out to us here on our Community Forum. We know how important it is to keep your information safe. If you have access to a computer, you can go here. Also, just for some added context to what you're requesting, changing a password is not something we do over any of our Social Platforms. We have transitioned this to be done via self-service.

 

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insanespinster

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@XfinityBenjaminM​ My point was totally missed.  I cannot change my password on self serve because I do not have a cell phone to verify my account.  Apparently the 3 agents I spoke with yesterday could not help me change the password, either.  Even tho they verified my account with a code.  All 3 told me I need a cell phone.  2 of 3 told me they would call me back to fix it and I have not received a call.  I am not going to get a cell phone.  Xfinity needs to recognize not everyone can comply with their technology.  

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6 hours ago

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XfinityJustinC

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@insanespinster without having a cellphone to authenticate that would make sense of not being able to get the verification code. I checked the password reset website, and it was giving me an option to send a reset link to my email address. 

Is there not an option for to receive that via email when attempting here: https://idm.xfinity.com/myaccount/reset

I'm also not sure if you were working with your Customer Security Assurance team previously, but this is the team who can assist with email password concerns. The easiest way to contact them is here: https://spa.xfinity.com/help/network-abuse

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