U

Visitor

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14 Messages

Sun, Aug 29, 2021 10:25 PM

Closed

Add a secondary @comcast.net email account

Hello, 

I believe I am having the same issues as others, and I do not see where anyone has had a resolve. 

I have my one administrator user account (call it XXXX) with the associated xfinity ID email address ( [Edited: "Personal Information"]).  I have five ‘secondary’ USERS each with their own individual xfinity ID with an @comcast.net email address. 

I want to add a sixth USER (for seven total) with an accompanying @comcast.net EMAIL address.

I am capitalizing USER and EMAIL here, because that is where my problem lies.  

I can (and have) created (and deleted!) multiple USERS over the last two days.  Every time, the USER name is active (meaning I can log in to my account using the new USER name).  My problem is an associated EMAIL address in not created (assigned?) when the USER is created.  

I have created a new USER at each of the three service levels.  Using VIEWER gets me around the two-step verification process when logging in with the new USERS credentials.  However, there is never an associated EMAIL address.  The other options send a link to my phone, and going that route does the same thing (I create the USER, but there in no EMAIL address).

When logged in as the administrator, on the My Account tab, and selecting Users:

Obviously, the main administrator USER has its associated @comcast EMAIL address, which is listed next to the heading: xfinity ID 

My other five secondary USERS also have their individual associated @comcast EMAIL addresses, which are also listed next to the heading: xfinity ID 

However, the sixth USER (the one which I am trying to create an email address)has a blank xfinity ID.

I even tried sending an email, or adding the new email account to my MS Outlook and iOS device, by using the USER name and adding “@omcast.net” to the USER name.  I knew that wouldn’t work, but after two days, I’m very frustrated.  

In an attempt to see if this is a browser or other OS issue, I have done the “add a new USER” process using a MacBook using Safari and Firefox, a new Windows 10 laptop using MS Edge, and Firefox, and an iOS device with Safari.  Each time, I end up with a new USER, with no accompanying EMAIL address.  I then delete the USER, and start over again.  

From what I have read on others posts, this seems straight forward.  Create the USER, and the EMAIL is assigned.  (One thing I have noticed is after deleting a USER, if I try to use that USER name again, I get an error that it is already associated with an xfinity account.)


to be clear, I am not trying to ADD a PERSONAL email address to a new USER. 

What I need to do here is create a new @comcast email address. 

Respectfully,

BruceW

Gold Problem Solver

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23.8K Messages

10分前

Have you tried sending an email to the USER @ Comcast.net you created? This should work even if the "Xfinity ID" space for that user in "My Account" is blank.

Visitor

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14 Messages

@BruceW 

“I even tried sending an email, or adding the new email account to my MS Outlook and iOS device, by using the USER name and adding “@omcast.net” to the USER name.  I knew that wouldn’t work, but after two days, I’m very frustrated.”

Visitor

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14 Messages

Trying to add the email to outlook or iOS failed. 

trying to send an email TO the [Edited: "Personal Information"] failed. 

(edited)

Visitor

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14 Messages

10分前

The USER itself is active. It is under that USER name that I have logged into this support forum. 

Visitor

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14 Messages

10分前


and when I try to send to the new USER @comcst.net address, that is the error. 

BruceW

Gold Problem Solver

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23.8K Messages

10分前

Above, instead of "comcast.net", you wrote "omcast.net" and "comcst.net". Are you sure you are entering the full email address correctly?

(edited)

Visitor

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14 Messages

@BruceW 

yes. @ Comcast.net

this is challenging with the pictures on my phone.  But yes, we have has comcast for probably 16 years.  Typing it is like second nature.  

BruceW

Gold Problem Solver

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23.8K Messages

10分前

Also, did you log in to https://connect.xfinity.com/ with the new ID and accept all the "Activate" prompts before trying to send a test message to it?

(edited)

Visitor

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14 Messages

@BruceW 

I will try that now. 
I did not see instructions anywhere saying to do that, and never received any prompts.  

Visitor

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14 Messages

Re-logged in using your link. It redirects me to  customer.xfinity.com

posting the pictures (3) below.  No prompts appear

Visitor

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14 Messages

@user_6ae254 

Picture #2 of 3

Visitor

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14 Messages

@user_6ae254 


and #3 of 3

BruceW

Gold Problem Solver

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23.8K Messages

10分前

If https://connect.xfinity.com/ doesn't take you to webmail (or to the prompts that ask you to "activate" it) then something's wrong. I can think of no reason why the webmail link would take you to "customer.xfinity.com", which is the address of the "My Account" pages.

If an employee doesn't step in to help you here it might be worth starting a new thread asking for customer service help since this looks like something is misconfigured somewhere.

(edited)

BruceW

Gold Problem Solver

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23.8K Messages

10分前

What did you use to send the test email that resulted in the "... The message has been placed in your Outbox ..." error in the "Cannot Send Mail" image posted above? Comcast's webmail does not have an "Outbox", and it would probably be best to get webmail working before attempting to use some other email program or app with a new email address.

(edited)

Visitor

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14 Messages

@BruceW 

[sending test email]
I sent a test email to the new USER @ Comcast.net (yes, spaces added so this forum does not edit the address) via my email account in iOS mail (which is from one of my other five secondary users.  That error is a screenshot from my iOS device. 

I receive a similar error using MS Outllook with my office 365 email.  

[trying to add the new email account]
If I try to add the new USER @ Comcast.net account to Apple’s native Mail app, or to MS Outlook, or to my iPhone’s native Mail app, all return an error that the new account cannot be verified (as if it doesn’t exist).

I guess next step is the Comcast store, but I can only imagine. 

Visitor

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2 Messages

10分前

Find moved e mail folders moved from xfinity email?

j

BruceW

Gold Problem Solver

 • 

23.8K Messages

10分前

@user_6ae254 wrote: "... If I try to add the new USER @ Comcast.net account to Apple’s native Mail app, or to MS Outlook, or to my iPhone’s native Mail app, all return an error that the new account cannot be verified (as if it doesn’t exist). ..."

Is the new account working in Comcast's webmail? If it isn't then email apps and programs are unlikely to work.

If it IS working in webmail then check to see that the webmail setting at (gear icon) / Email Settings / Security / "Third Party Access Security" is checked.

Visitor

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14 Messages

10分前

I have not tried xfinity’s webmail.  I have never used it.

I will try that today.  

Official Employee

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87 Messages

Thanks for doing so, @user_6ae254! Please keep us posted here on this thread after checking and we can troubleshoot further if necessary. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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