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Penguinis
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Monday, April 28th, 2025 2:48 PM

Unable to reset password

My wife has been unable to access her email/login account due to the some issue with "connecting to home wifi". I have tried resetting the password via our main account, does not work. Connected to the home wifi, still doesn't work. Was on a call for about an hour last week with tech support, still not working. Any time we try to reset we simply see the page that tells us to connect to our home wifi. Is there anyone that provide an actual resolution or phone number to tech support that can help resolve this? Going through the main 800 number isn't getting anywhere.

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1 month ago

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XfinityThomasD

Official Employee

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1.3K Messages

1 month ago

 

Penguinis Thanks for posting on our Forums. I'm sorry to hear that it continues to loop you with this issue. To clarify, is your wife's login the primary user ID, or is it a secondary user ID (Manager, or Viewer role). I ask since resetting the password on the primary user ID (if different than hers) would not reset her password as well.

 

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Penguinis

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2 Messages

My account is the primary, hers is a secondary account. I went in via my account, updated her password under the users/identity option from my account. It says it updated however she still cannot login or change her password without being redirected to the page I linked the image of in the first post.

(edited)

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1 month ago

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XfinityAdrienne

Official Employee

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1.3K Messages

Thank you so much for clarifying that for us, @Penguinis! I am very sorry about the experience with getting the password reset. We would recommend reaching out to our Customer Security Assurance Team. You can reach them here. Please let us know if you still have troubles after reaching out to our team. 

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1 month ago

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