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user_1gonik
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Wednesday, December 13th, 2023 6:47 PM

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secondary email password reset

My youngest son has a secondary email on my former account.  When we moved 4 years ago, Xfinity wasn't available at our new address, so we cancelled our service.  The email accounts however are still active and used frequently.  I have been unable to reset the password for any of the secondary email accounts through the Xfinity web page - attempting to access any of the secondary email settings sends me back to the primary user page.  I have now been on hold a total of 4 hours with Xfinity support with no resolution.  I know I'm not the only one dealing with this issue - this is totally unacceptable customer service.

Question

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Updated 

1 year ago

166

3

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XfinityOrlandoM

Official Employee

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2K Messages

1 year ago

@user_1gonik

Please reach out to our CSA team https://internetsecurity.xfinity.com/help/report-abuse they can help with resetting the password on secondary email since its not letting you do the reset password option

 

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theskos

Visitor

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3 Messages

The like you gave goes no where. Seriously is this the best you can do?

1 year ago

0

XfinityAntoine

Official Employee

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1.4K Messages

Thanks for reaching out, theskos! Yes, for security issues like this CSA is the only place to go. 

 

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.
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1 year ago

0

Again

Expert

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31.5K Messages

@theskos​ 

The link works for me.  But this is the information you need.

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

theskos

Visitor

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3 Messages

1 year ago

Dealing with the same issue!

1

0

user_u97sxv

7 Messages

There's many 1,000's that are. I believe the management didn't think everything out before making some code changes and it caused this issue.  It took me longer than 5 hours over 2 days to get mine back up and running. It's a shame that it was made on my wife's old business account that's no longer in service as they can't migrate Commercial account email addresses to Residential accounts. If your email address is from another Residential account I'd ask them to migrate it to your new account. FWIW

Oh and all 5 support people I talked to were polite, understanding the frustration and other mental issues because of this happening. I didn't go off the rails screaming at them as they have no stick in the fire that caused this. They all thanked me for being calm, polite and not like many others they have helped that were not nice people.

1 year ago

0

user_1gonik

2 Messages

1 year ago

Finally got to a real person after 5 hours and resolved the problem.  

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XfinityRichard

Official Employee

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1.8K Messages

Hi there, @user_1gonik I'm happy to hear that you were able to get taken care of! Before I let you go are there any other service or account concerns that I can assist you with tonight?-Richard

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

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