Reset email password BIG issue

@user_u97sxv Thank you so much for your post. To ensure our customer's online security we did recently make some changes to online security requirements. Mostly to ensure the customers that do not currently have any non-Comcast contact information will have alternate option to receive password resets: now we do require you to have a personal (non-Comcast) email address or mobile phone number to reset your password.

This is to ensure there is always an option to receive your authentication code or reset links even if you do not currently have access to your Comcast email or phone number. For customers with inactive accounts or Email only you may still have access to your profile at Xfinity.com to add your contact information and update your profile from there. In cases like yours if you are not able to access your profile to update that information most levels of support have limited access to your online credentials hence the ticket. That ticket is handled by our online support team /Customer security assurance team. I would be happy to see if I have access to update your profile information on my end and or check the status of your ticket for you if you would like. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. 

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

I just resolved this same issue. I have a legacy comcast.net email address that I've been using for 20yrs, (not tied to my current Xfinity cable/internet package) and refuse to let it go. After multiple calls, spending many hours on hold, I FINALLY reached the escalation level person that was able to give me a reset code and walk through the process to fix the issue. They also were able to tie the old email account to my current Xfinity services account. Be persistent, it may take several calls and many hours on hold. I was given an escalation code yesterday and hadn't received a callback by noon today, so I called back again, waited another 3.5hrs on hold, got through and gave them my escalation code. They elevated the issue again (to the next level I assume) and I got through to someone who had it resolved in about 10 min. This is a clear oversight by Xfinity, and a somewhat agonizing process. I'm sure they're overwhelmed with calls today, so don't give up!

Ok the support girl got my email backup and running. What a nightmare their job must be. She couldn't get the 2 emails moved to the new residential account as a pop up kept telling her that task couldn't be done, so the ticket is still ongoing and hopefully there won't be anymore issues until they are migrated to my residential account. Yes you have to be patient. You have to understand the pressure they have to try to help, so have patience although I know many don't have any patience today.

Have the same issue.  Been using email account daily for last 15 years and now cannot access.  Been on hold for hours and still no agent.  This is a rough situation for sure.  

I was told by an agent that " I want to inform you that our team is working on it continuously to fix the issue. Please don't worry; I will keep this conversation open and follow up with you to check if the issue is resolved, and you are able to log in to your account."  It seems I had to update my password 3 days later so maybe they weren't really working that continuously to fix it.  I'm annoyed that you didn't communicate with your customers that they HAD to update their password.  I really didn't want to change it because I use a precise method to set them and you can't reuse your password.  

I am currently in the same cyber [Edited: "Language"] my situation was complicated by the fact that my email that I have used for years was under my husbands name as a secondary account holder and he died 4 years ago, I have presented his death certificate, have been to the infinity office 4 times, have been on hold for hours was given a case number [Edited: Personal Information] and was told that local infinity office would call with a reset code of course that did not happen, just came back from the office they still could not get me into the email or give me a reset code which will not help since I am locked out. I am 75 years old and am so demoralized I can not even scream. I am considering going old school back to landline only and not doing anything on line. I am beyond frustrated. Gig Harbor WA

Hope this helps someone else. I was prompted to change password for xfinity. While it worked on my desktop, it would not work on my phone. After many searches, I saw something about changing from imap to pop3. Pop3 worked!! Again, not sure it will help but figured I'd post 

Renee

Same issue here.  I'm stuck in an endless reset password loop.  All I want to do is pay my bill!  I don't have time to sit on hold for 45 minutes to wait to talk to some person in a foreign country whom I can't understand and can't get any answer from, either.  I just want to PAY MY BILL.  How hard is THAT?